Product Manager, Loyalty Program & Roadmap

The Product Manager is responsible for defining, developing, and delivering products and initiatives within Carnival’s loyalty ecosystem. This role owns the end-to-end program roadmap, manages cross‑functional execution across multiple workstreams, ensures operational, risk, and compliance readiness, and drives ongoing optimization post‑launch. The role serves as the central bridge between business stakeholders, technology teams, analytics, legal/compliance, and external partners to ensure scalable, compliant, and secure loyalty experiences, including promotions and member-facing benefits.

Essential Functions:

• Product Ownership & Delivery Support: Serve as the day-to-day program owner and subject-matter expert for Loyalty features, promotions, and capabilities. Drive execution of the roadmap by prioritizing work across initiatives, balancing business value, risk, compliance, and operational readiness.  Partner with leadership to establish success metrics, governance guardrails, and clear ownership across teams.

• Product Development Execution: Lead cross-functional delivery from approved requirements through release, managing scope, dependencies, and timelines.  Translate business and program needs into user stories and acceptance criteria that reflect compliance, fraud, and financial controls.  Proactively identify delivery risks and drive mitigation plans across Technology, Analytics, Operations, and external partners.

• Testing & Quality Assurance (UAT Execution): Own UAT strategy and execution for features and promotions, ensuring functional accuracy, data integrity, and rule compliance. Validate loyalty earn/burn logic, eligibility, financial impacts, and fraud-prevention scenarios prior to release. Coordinate defect triage and resolution while enforcing formal readiness and sign-off standards.

• Testing & Quality Assurance (UAT Execution):  Own UAT strategy and execution for features and promotions, ensuring functional accuracy, data integrity, and rule compliance. Validate loyalty earn/burn logic, eligibility, financial impacts, and fraud-prevention scenarios prior to release. Coordinate defect triage and resolution while enforcing formal readiness and sign-off standards.

• Go-To-Market & Launch Readiness: Coordinate end-to-end launch readiness across systems, channels, operations, and customer support teams.  Ensure marketing materials, terms, disclosures, and processes are approved and compliant prior to launch.  Define contingency, rollback, and escalation plans to manage launch risk.

• Operational Support & Issue Management:  Act as the primary escalation point for post-launch issues, overseeing impact assessment and prioritization.  Partner with DevOps, Technology, and Analytics to resolve defects and stabilize production issues.  Maintain clear documentation, decision logs, and system behavior references to support operations.

• Troubleshooting, Monitoring & Insights: Investigate gaps between expected and actual program outcomes through data analysis and cross-team collaboration. Support monitoring, alerts, and reporting to surface anomalies, compliance risks, or fraud indicators.  Use insights to recommend process, control, or system improvements that strengthen program performance and scalability.

Knowledge, Skills & Abilities:

• Scope: Responsible for end‑to‑end execution of Loyalty product and program initiatives across feature delivery, User Acceptance Testing, launch readiness, and post‑launch support. Operates within leadership‑defined strategy while managing timelines, dependencies, risk, and compliance requirements to ensure scalable, high‑quality delivery across the loyalty ecosystem.

• Problem solving:  Resolves moderately to highly complex product, data, and technical issues by diagnosing gaps between expected and actual outcomes, assessing operational, financial, and member impact, and coordinating cross‑functional teams to drive resolution. Applies structured analysis, risk assessment, and appropriate escalation to mitigate compliance, fraud, or customer experience risks.

• Impact:  Enables successful delivery, stability, and performance of Loyalty features and promotions by reducing launch and operational risk, improving product quality, and ensuring compliant execution. Drives efficient cross‑team collaboration across marketing, technology, analytics, operations, and customer experience, supporting business outcomes and member trust.

• Leadership:  Provides execution‑focused program leadership across cross‑functional teams, influencing outcomes without direct authority. Establishes accountability, manages dependencies, proactively surfaces risks, and communicates progress, tradeoffs, and mitigation plans to leadership to support informed decision‑making.

Qualifications:

Education:

• Bachelor’s degree in Business, Marketing, Finance, or a related field required.

• Advanced degree (MBA or equivalent) preferred but not required.

Experience:

• 6+ years of experience in product management, loyalty programs, digital products, or innovation-oriented environments (e.g., consulting, startups).

• Experience with hospitality, travel, or loyalty ecosystems preferred.

• Familiarity with loyalty fraud detection, data reconciliation, and promotional execution is a plus.

Skills & Competencies:

• Strong understanding of digital product development lifecycles.

• Ability to manage complex projects and drive cross-functional execution.

• Comfortable working with both business and technical stakeholders.

• Exceptional problem-solving and analytical skills, especially in complex systems.

• Strong communication, documentation, and stakeholder management capabilities.

• High attention to detail, accountability, and organizational discipline.

• Passion for loyalty strategy and delivering customer-centric experiences.

• Strategic Thinking – Sees the big picture and connects initiatives to business goals.

• Execution Excellence – Drives tasks to completion with accuracy and urgency.

• Collaboration – Works effectively across teams with diverse expertise.

• Analytical Reasoning – Uses data to validate assumptions and diagnose system behavior.

• Technology/IT experience is a must

• financial services experience / travel & hospitality industry experience.

• Loyalty Experience huge plus

Travel:  Less than 25% with shipboard travel likely

Work Conditions: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations.

Physical Demands: Requires regular movement throughout company facilities.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus 

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