Summary:
The Opportunity
Hyatt Hotels Corporation seeks an experienced Senior Data and AI Product Manager - Guest Agent Experience to define, build, and scale intelligent agent experiences across the guest journey. This role owns the data and AI product strategy and execution connecting guest needs with enterprise data, hotel operations, and service systems across pre-stay, on-property, and post-stay journeys. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.
Who We Are
At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best and fastest-growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.
As we continue to grow, we never lose sight of what's most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.
Why Now?
This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.
How We Care for Our People
What sets us apart is our purpose-to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For list since 2013. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.
We're proud to offer exceptional corporate benefits which include:
Annual allotment of free hotel stays at Hyatt hotels globally
Flexible work schedule
Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
Paid Time Off, Medical, Dental, Vision, 401K with company match
Who You Are
As our ideal candidate, you understand the power and purpose of our culture of care, and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Wellbeing. You enjoy working with others, are results-driven, and are looking for a variety of opportunities to develop personally and professionally.
The Role
As Senior Data and AI Product Manager - Guest Agent Experience, you will own the roadmap and product lifecycle for Guest Agent capabilities from use-case definition through integration, launch, measurement, and continuous optimization. You will scale reliable experiences that understand guest intent, coordinate across systems, and complete or appropriately hand off guest requests.
Define and own the vision, strategy, roadmap, prioritization, and success measures for Hyatt's Guest Agent Experience.
Identify high-value pre-stay, on-property, and post-stay journeys where data and AI can simplify interactions, improve service, or create business value.
Translate guest and hotel needs into product requirements, expected agent behaviors, business rules, escalation paths, and fallback experiences.
Partner with engineering, architecture, data, and AI teams to integrate Guest Agent capabilities with reservation, loyalty, customer care, property management, service-management, hotel operations, enterprise data, and third-party telephony systems, including context continuity and human handoff.
Design cross-system fulfillment for on-property service requests, guest feedback and service recovery, and secure pre-arrival or in-stay payment-related journeys.
Establish evaluation and production metrics across task completion, quality, accuracy, escalation, reliability, guest satisfaction, business impact, and cost; use insights and experimentation to continuously improve performance.
Partner with Privacy, Security, Legal, Risk, Data Governance, Operations, and business leaders to scale the Guest Agent responsibly across properties, brands, markets, and use cases.
Qualifications:
Experience Required:
5+ years of professional product management experience, including meaningful ownership of customer-facing products.
Bachelor's degree in Computer Science, Engineering, Information Systems, Data Science, Mathematics, or another technical discipline.
Demonstrated experience taking complex technology, data, or AI products from concept through production launch, scale, and ongoing operation.
Strong technical and data fluency across APIs, enterprise integrations, transactional systems, and data flows, with experience managing customer-facing products where reliability and operational impact are critical.
Proven ability to define product strategy, make prioritization trade-offs, align cross-functional stakeholders, and communicate effectively with senior leaders.
Experience Preferred:
MBA or other relevant graduate degree.
Experience building conversational, agent-based, intelligent-assistance, automation, or AI-enabled customer products.
Experience with hospitality, travel, telephony or contact center, payments, service management, reservations, loyalty, or similar enterprise systems; experience with AI evaluation, responsible AI, privacy, security, or data governance is a plus.
The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
We welcome you:
Research shows that individuals tend to apply to jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.
We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.
The salary range for this position is $140,000 to $170,000. This position is also eligible to earn incentive awards and an annual bonus.The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: RTX15fe06
- Position Id: 2ca01ab88bc992d9f9db7d37e43a4a9c
- Posted 2 days ago
