Senior Director, Web

GROW YOUR CAREER WITH US
At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!
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JOB SUMMARY

The Senior Director, Web is responsible for enterprise-wide execution and operational excellence of all branded guest-facing web platforms across the full guest journey. This role leads the build aspects of Product Management, UI/UX Design, Experimentation, Front-End Engineering, and Web Platform Technology supporting acquisition/awareness, vacation booking, pre-cruise, post-cruise, and account management experiences across all NCLH brands.

The Senior Director is accountable for translating stakeholder-defined product priorities into high-quality, scalable, reliable, and high-performing web solutions through disciplined execution of the software development lifecycle (SDLC). This role oversees budgets, planning, stakeholder alignment, and delivery of projects, enhancements, experiments, and maintenance initiatives while managing a hybrid model of internal teams and managed service provider (MSP) partners.

This leader ensures innovation, scalability, performance optimization, and measurable business value across web properties while driving AI adoption and future AI product integration within the web ecosystem. This role consults to and understands, but does not own, website product strategy, prioritization, or commercial performance metrics, and is accountable for delivery excellence, technical integrity, platform performance, release predictability, and operational stability of web platforms.

This role owns “how” web solutions are delivered — not “what” is prioritized or the commercial performance of those solutions.

POSITION RESPONSIBILITIES

Strategic Delivery & Execution:

• Partner with stakeholders to translate web product strategies and priorities into executable delivery roadmaps.
• Provide input to inform feasibility, sequencing, capacity planning, and dependency management.
• Lead multidisciplinary teams spanning Technical Product Management, UX/UI Design, Front-End Engineering, Content Management System (CMS) Engineering, Production Information Management (PIM) Engineering, Release Management, Technical SEO, and Experimentation/Research functions.
• Oversee delivery of all web initiatives including large-scale projects, re-platforming efforts, feature enhancements, personalization programs, experimentation initiatives, and production maintenance.
• Own and continuously improve the end-to-end web SDLC, including intake, estimation, increment and sprint execution, release management, performance testing, and post-release support.
• Ensure predictable, transparent, and measurable delivery performance across internal and MSP teams.

Guest Experience & Optimization:

• Partner with key stakeholders to inform the full web guest journey strategy, ensuring seamless experiences from acquisition through post-cruise engagement.
• Lead experimentation and A/B/x testing work to optimize conversion, booking funnel performance, engagement, and usability.
• Ensure scalable web experimentation frameworks are built, maintained, and reliably executed.
• Collaborate with stakeholders to establish KPIs and performance metrics related to revenue/conversion, booking flow optimization, engagement, operational efficiency, and guest satisfaction that can then be tracked and reported against.

Web Platform & Technical Excellence:

• Ensure web platforms meet enterprise standards for scalability, availability, performance, accessibility (WCAG), SEO/AEO/GEO, security, and compliance.
• Partner closely with Core Services/Back-End teams and upstream enterprise systems (e.g., Reservation Systems, CRM, Loyalty, CDP, and other enterprise platforms) to ensure seamless integrations and data continuity.
• Oversee CMS/PIM platforms, personalization frameworks, experimentation platforms, and web analytics infrastructure
• Ensure adherence to enterprise release pipelines

Financial Discipline & Operating Leadership:

• Manage operating and capital budgets, resource allocation, capacity planning, and financial forecasting for the web portfolio.
• Collaborate with Tech Strategy Team on vendor selection, SaaS platforms, and managed service contracts.
• Direct a mixed delivery model of internal FTE pods and MSP/vendor pods to ensure scalable and efficient execution.
• Report on delivery performance metrics, including release predictability, cycle time, defect rates, platform uptime, site performance, SEO/AEO health, and technical debt reduction.
• Provide transparent executive reporting on roadmap execution, risks, dependencies, and capacity trade-offs.

AI & Innovation:

• Own AI strategy within web teams, leveraging AI tools to improve team productivity, automate workflows, and enhance operational efficiency.
• Enable incorporation of AI-driven capabilities into web experiences such as for personalization, search optimization, content generation, guest assistance, and agentic integration.
• Drive adoption of automation and AI-assisted practices across all disciplines.

Leadership:

• Serve as liaison to relevant brand, marketing, operations, revenue management, and technology stakeholders.
• Champion innovation, collaboration, transparency, and passion across web and cross-functional teams.
• Build and develop a high-performing web organization, including succession planning, leadership development, and operating model clarity across internal and MSP resources

Travel may be required. 

Perform other job-related duties as assigned.

QUALIFICATIONS

DEGREE TYPE:

Bachelor's Degree

FIELD(S) OF STUDY:

Computer Science, Engineering, Information Systems, Business Administration, Digital Media or Related Field. Master’s Degree preferred

EXPERIENCE

• Minimum of 10+ years of progressive experience in technical product management, web application development, AI/LLM, and/or technology leadership.
• Minimum of 6+ years of senior leadership experience managing managers and cross-functional digital teams.
• Experience leading enterprise-scale applications supporting large user bases across multiple brands or business units.
• Experience managing hybrid delivery models (internal teams and external vendors/MSPs).
• Experience overseeing budgets, financial forecasting, and vendor contracts.
• Experience integrating applications with complex enterprise systems and APIs.
• Experience leading experimentation frameworks, personalization platforms, and digital optimization initiatives.
• Experience implementing or scaling AI-driven capabilities within digital products preferred.

Preferred:

• Experience in hospitality, travel, cruise, gaming, or consumer-facing digital ecosystems.
• Experience supporting distributed or high-availability ecommerce platforms.

COMPETENCIES & SKILLS

• Strong enterprise leadership and executive presence.
• Proven ability to drive operational excellence across complex digital portfolios.
• Deep understanding of Agile delivery models, SDLC governance, and release management.
• Strong financial acumen including budget oversight, forecasting, and portfolio investment management.
• Experience leading hybrid internal and MSP/vendor delivery models.
• Solid technical fluency across enterprise web platforms, integrations, cloud environments, and performance standards.
• Data-driven mindset with familiarity in experimentation and optimization frameworks.
• Understanding of AI/LLM capabilities and their application within digital platforms.
• Strong organizational leadership, talent development, and succession planning capabilities.
• Excellent communication and stakeholder alignment skills.

CERTIFICATIONS & LICENSES

• Relevant certifications in product management, Agile methodologies, digital strategy, AI/ML, cloud technologies, SEO/AEO, accessibilities, or web performance optimization preferred but not required.

ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.
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EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.