Conversation Partner Jobs in Florida (NOW HIRING)

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands - including Royal Caribbean International, Celebrity Cruises and Silversea Cruises - the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

The Royal Caribbean Group's Global E-Commerce Team has an exciting career opportunity for a full time Senior Manager, Product reporting to the Senior Director, Digital Product.

The position is onsite and based in Downtown, Miami, Florida.

The position is also not eligible for work authorization sponsorship.

Position Summary:

If a guest can order a towel from the app, the AI companion should be able to do it too. You are the person who makes that true.

This role owns the bridge between every existing digital capability across the enterprise and the conversational platform that guests interact with. Three brands, hundreds of touchpoints, the entire journey from dreaming to disembarking. All of it needs to work through conversation and agentic action.

The capabilities already exist. Your job is to catalog them, prioritize them, define how they integrate with the platform, and build the standards that let partner teams connect without a bottleneck. But integration is only half the job - you also shape how these capabilities feel to guests: the conversational UX, the multi-modal interface, the moments where a well-designed interaction turns a transaction into a relationship.

The right person for this role thinks in systems, not features. You see a capability map where others see a product roadmap. You measure success not by what shipped last sprint, but by how much of the enterprise the product can actually reach.

Key Responsibilities:

• Catalog and continuously update a comprehensive inventory of all existing digital capabilities across Royal Caribbean Group brands, organized by guest journey phase and surface
• Prioritize capability adoption based on guest impact, call volume deflection potential, revenue influence, and technical readiness
• Own the near-term product roadmap, driving steady expansion of what the platform can do through integration with existing enterprise services
• Define and maintain integration standards, API contracts, and data requirements so that enterprise partner teams can connect their capabilities to the platform with minimal friction
• Partner directly with product teams across Contact Center, eCommerce, Digital (App), Onboard, Loyalty, Shore Excursions, Dining, Entertainment, and Revenue Management to scope and execute integrations
• Lead capability adoption working sessions with enterprise stakeholders, translating the platform's technical requirements into language each partner team can act on
• Own current platform workstreams, including conversational AI features, intelligent search, and production releases
• Drive active participation in cross-functional working groups spanning business value, technology, and design for near-term priorities
• Build and maintain a capability coverage dashboard tracking: percentage of digital capabilities available through the platform, guest adoption rates per capability, and task completion rates
• Collaborate with the engineering team so platform architecture supports scalable capability onboarding
• Own the conversational experience quality for adopted capabilities - how they surface through chat, when to use structured UI (cards, carousels, forms) vs. conversational responses, and the interaction patterns that make multi-modal feel coherent rather than bolted together
• Own the guest's first interaction with the platform - onboarding flows, personalization discovery, and the experience ramp that moves guests from first contact to confident usage
• Partner with design to define conversation patterns, error recovery flows, and the experiential standards that ensure every integrated capability feels native to the platform rather than an API call with a chat wrapper
• Identify and escalate dependencies on shared enterprise services that the platform consumes but does not own, working with leadership to secure co-investment commitments
• Contribute to the enterprise capital investment case with clear near-term scope, cost estimates, and projected value
• Ensure all capability integrations meet security, compliance, and data governance standards
• Track and report on key metrics: capability coverage percentage, guest adoption per capability, task completion rates, contact center deflection impact, and integration cycle time
• Support the Director in executive communications by providing clear, data-grounded updates on capability adoption progress

Qualifications and Education:

• Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA or Master's degree is a plus; or equivalent experience.
• 7+ years of product management experience, with at least 3 years in platform, integration, or API product roles
• Proven experience driving adoption of platform capabilities across a large enterprise with multiple business units
• Track record of influencing without direct authority across complex organizational structures
• Strong technical fluency: comfortable with APIs, event-driven architectures, data contracts, and integration patterns (you don't need to write code, but you need to speak the language)
• Experience managing a capability or integration roadmap with quantitative coverage metrics
• Demonstrated ability to translate business requirements into technical integration specifications
• Familiarity with agile methodologies, Jira/Confluence, and cross-functional program delivery
• Experience in travel, hospitality, or large-scale consumer digital platforms preferred
• Familiarity with AI/ML technologies, conversational interfaces, or agentic AI systems is a plus
• Strong UX sensibility: you don't need to push pixels, but you need to recognize when an interaction feels wrong and articulate why - comfort with conversation design, multi-modal interfaces, or consumer product craft is valued
• Strong communication and presentation skills; comfortable presenting to senior leadership
• Comfortable navigating enterprise organizational complexity, where integration priorities shift as teams evolve their APIs, release new services, and renegotiate ownership boundaries

Financial/Quantitative Responsibilities:

• Contribute to near-term budget planning and capability adoption cost estimation for the enterprise capital investment case
• Track and report capability adoption metrics tied to revenue influence and contact center cost deflection
• Monitor integration cycle time and resource allocation efficiency across partner teams

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.