Job Description

Position Title

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Assistant Manager, IT Product (Loyalty & Travel Services)

Report To

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Product Manager, Aviation Services & LTS

Role Purpose

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Seeking a passionate, customer-obsessed IT Product to champion our loyalty program members. Your primary mission is to identify customer pain points and transform those insights into innovative solutions that boost satisfaction and drive redemptions. As the bridge between business goals and technical execution, you will take ideas from concept to launch, collaborating closely with middleware, backend, and loyalty platform developers to create seamless and valuable customer experiences. The ideal candidate is a strategic thinker with a proven track record in customer-first digital product development, adept at translating complex problems into clear requirements, and skilled at influencing cross-functional teams to deliver results. Using data and research, you will develop and execute a product roadmap focused on creating compelling redemption opportunities and will be responsible for analyzing key metrics to drive continuous improvement.

Key Accountability

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Product Development and Management:

Support the vertical market product roadmap, including prioritization and execution of initiatives. Assist initiatives to improve customer engagement, partnering with engineering and business units for timely go-to-market execution. Develop and execute a product roadmap focused on creating new and compelling ways for members to redeem their loyalty currency. Work hand-in-hand with engineering, design, marketing, and operations to ensure the successful and timely delivery of high-quality products. Translate business and customer needs into detailed product requirements, user stories, and technical specifications for our engineering teams.

Change Management and Adoption:

Partner with business units to equip front-line staff with the communication tools and training needed for successful solution adoption.

Data Analysis and Reporting:

Conduct analysis of program performance and customer behaviour using data analytics tools. Prepare detailed reports and presentations for senior management, outlining product performance, insights, and recommendations. Define and analyze key metrics to measure the success of your products and identify areas for continuous improvement. Serve as the primary voice of the customer, using data, research, and feedback to identify key opportunities for improving customer satisfaction and addressing pain points.

Qualification & Working Experience

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A Bachelor's degree in Business, Engineering, Computer Science, or a related field within the aviation industry Agile, SAFe, Scrum, PMP, PRINCE2 or equivalent certifications are advantageous 8+ years delivering customer-facing products in product roles, focused on data apps or enterprise software.

Areas of Experience

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Strong problem-solving abilities coupled with strategic thinking.

Proficiency in agile methodologies and product management tools to effectively manage product development processes and timelines.

Demonstrated experience in managing B2B facing products & services

Excellent communication and interpersonal skills.

Ability to handle sensitive information with confidentiality.

Excellent communication and interpersonal skills.

Familiar with analytics and intelligence tools such as Excel, PowerBI, Microsoft Power Platform

* Familiarity with loyalty platforms or related technologies is a strong plus.