Associate Manager, Digital Product Operations & Governance

Position Overview 

The Leading Hotels of the World is seeking an Associate Manager, Digital Product Operations & Governance to support the execution, governance, and continuous improvement of digital products and content experiences across LHW's digital ecosystem. This role is responsible for coordinating digital initiatives, managing digital product backlogs, supporting content governance processes, and ensuring high-quality execution across traveler-facing and travel advisor-facing digital platforms. 

The Associate Manager partners with stakeholders across Marketing, Brand, Sales, Engineering, IT Support, and Business Intelligence & Customer Insights to translate business requirements into actionable workstreams, coordinate cross-functional initiatives, and support the successful delivery of digital experiences. The role supports digital content governance, compliance, analytics, quality assurance, and content governance activities across LHW's digital platforms. Key areas of focus include accessibility and privacy compliance, analytics and reporting, production issue resolution, operational support, and maintaining quality standards across digital releases and content experiences. 

The ideal candidate is highly organized, detail-oriented, analytical, and comfortable working across multiple stakeholders to support the successful delivery and continuous improvement of digital products and content experiences. 

This is a full-time position located in New York City. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our NYC office 2 days a week (Wednesdays and Thursdays).

 

Key Responsibilities

Digital Product Operations & Delivery 

• Coordinate the execution, enhancement, and ongoing support of digital products and platforms, with a primary focus on travel advisor-facing experiences, including Advisor.lhw.com and related tools, while supporting traveler-facing platforms such as lhw.com, mobile applications, and other digital capabilities as business needs require. 

• Manage and maintain digital product backlogs, ensuring requests are documented, prioritized, and aligned with business and operational needs. 

• Gather, document, and refine business requirements, user stories, acceptance criteria, and functional specifications. 

• Coordinate initiatives through discovery, development, testing, deployment, and post-launch validation. 

• Partner with business stakeholders, IT, and external vendors to ensure timely and effective delivery of digital enhancements, releases, and operational improvements. 

• Support release planning, deployment activities, launch readiness, and post-release validation across digital platforms. 

• Coordinate user acceptance testing (UAT) and quality assurance activities to ensure releases meet business, content, and user experience requirements. 

• Track and communicate project status, risks, dependencies, and issue resolution activities. 

• Coordinate investigation and resolution of Level 2 web and mobile application issues with internal teams and external vendors, ensuring timely communication, follow-through, and operational support. 

• Support ongoing optimization efforts based on user feedback, business needs, and digital performance. 

Digital Governance & Content Quality 

• Support digital governance, compliance, and content quality initiatives across LHW's digital ecosystem. 

• Maintain governance standards, processes, and documentation to promote consistency, quality, and adherence to organizational guidelines. 

• Oversee governance and quality control processes for hotel merchandising content and non-hotel editorial content across digital channels. 

• Partner with Marketing, Brand, Operations, IT, Legal, and other stakeholders to support content standards, publishing workflows, and governance requirements. 

• Support and monitor compliance with accessibility standards, privacy requirements, security policies, and brand guidelines. 

• Conduct periodic reviews to identify compliance risks, content quality issues, and opportunities for process improvement. 

• Coordinate remediation efforts related to accessibility, privacy, content quality, and governance requirements. 

Analytics & Performance Insights 

• Serve as a key resource for digital analytics and reporting activities, including Google Analytics (GA4) and related measurement tools. 

• Develop and maintain dashboards, reporting frameworks, and KPI tracking across traveler, advisor, and hotelier digital experiences. 

• Monitor and analyze digital performance data to identify trends, opportunities, and areas for optimization. 

• Partner with stakeholders to measure the effectiveness and impact of digital initiatives, content updates, and product enhancements. 

• Support tracking, tagging, and measurement implementation to ensure accurate reporting and performance monitoring. 

• Monitor key digital metrics and identify trends, opportunities, and areas for optimization. 

• Provide regular reporting and performance updates to stakeholders across the organization. 

 

Key Qualifications  

• Bachelor's degree and 3+ years of experience in digital product operations, digital product management, digital content management, e-commerce, or a related field; travel or hospitality experience preferred 

• Experience supporting the delivery, enhancement, and ongoing management of web, mobile, or other digital experiences in a cross-functional environment. 

• Knowledge of digital governance and compliance standards, including accessibility, privacy, security, and content governance best practices. 

• Experience with content management systems (CMS), content publishing workflows, and digital content governance preferred 

• Proficiency with analytics and reporting tools, including Google Analytics (GA4), with the ability to analyze data and communicate meaningful insights. 

• Familiarity with quality assurance, user acceptance testing (UAT), release management, and production support processes 

• Strong organizational, analytical, problem-solving, and project management skills, with the ability to manage multiple priorities and deadlines. 

• Excellent communication and collaboration skills, with the ability to work effectively across teams and influence stakeholders without direct authority 

• Ability to demonstrate LHW's performance drivers: Accountability, Adaptability, Collaboration, Curiosity, and Empathy 

Compensation 

Annualized Salary Range: NY Grade 7 - $80,000 – $90,000 

Target Annual Incentive bonus: 10%  

**Actual compensation within salary range will be dependent upon the individual's skills, experience, and location. 

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• 22 days of Paid Time Off (PTO), 11 paid holidays, including birthdays as a floating holiday
• Medical coverage available within the first month
• Health Savings Account (HSA) with Company contribution
• 401(k) company match up to 4% of salary
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel
• Unlimited access to financial advisors Collaborative and inclusive work environment

About The Leading Hotels of The World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps - and beyond - explore, find inspiration, and experience unforgettable travel moments. For more information visit: www.lhw.com, Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.