Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe.  We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. We’re looking for an experienced Product Owner to fill this role, which is based remotely. 

The Product Owner will play a critical role in shaping the development and execution of CRM product strategies to enhance customer engagement and support business growth. This role is responsible for managing the product backlog, ensuring that CRM products meet the evolving needs of our customers while aligning with the company’s strategic objectives.

As a key member of an agile team, the Product Owner will collaborate closely with cross-functional teams, including IT, Web/eCommerce, App, Marketing, Sales, and Customer Care, to define and prioritize requirements for innovative CRM solutions using the Salesforce platform. The ideal candidate will have strong analytical skills and a deep understanding of CRM technologies, enabling them to translate business needs into actionable product features.

The Product Owner will work with stakeholders to refine the product vision, prioritize features, and deliver high-impact enhancements, ensuring the CRM products provide exceptional customer experiences and contribute to the company’s growth initiatives. The product owner will oversee a scrum team with 6 in-direct reports.

Here’s a summary of what Princess is looking for in its Product Owner, CRM. Is this you? 

Responsibilities

• Own and Prioritize the CRM Product Backlog
• Defines, organizes, and prioritizes the backlog based on business value, customer needs, and technical feasibility. Ensures delivery of high-value features that improve customer engagement. Balances competing priorities and manages trade-offs between speed, scope, and quality. Multi-cloud Salesforce environment, integration technologies, and downstream systems.
• Lead Agile Planning & Sprint Execution
• Facilitates sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives. Maintains predictable delivery velocity and continuous improvement. Removes impediments and ensures the scrum team stays focused on high-impact work.
• Gather, Refine & Translate Requirements
• Collaborates with Marketing, Sales, IT, Customer Care, and Digital teams to gather requirements and translate them into user stories with clear acceptance criteria. Requirements span pre-cruise, onboard, and post-cruise customer journeys. Ensures accurate development aligned with business needs and operational realities.
• Stakeholder Alignment & Expectation Management
• Manages communication with business stakeholders, ensuring clear understanding of timelines, trade-offs, and priorities. Resolves conflicts around competing needs and negotiates scope decisions. Prevents misalignment across departments and ensures high adoption of delivered features.
• Support CRM Integration & Technical Alignment
• Collaborates with IT and engineering teams to ensure CRM features integrate seamlessly with booking systems, mobile apps, loyalty platforms, and other touchpoints. Addresses technical constraints and ensures data flow consistency. Supports personalized, omnichannel customer experiences.
• Define and Communicate CRM Product Vision
• Partners with direct leaders and stakeholders to articulate the product vision, ensuring alignment with company strategy, guest experience goals, and digital transformation initiatives. Inspires the scrum team by clearly communicating goals and outcomes. Creates a shared understanding of direction and measurable intended business results.
• Drive User Story Quality & Acceptance
• Writes, reviews, and validates user stories to ensure clarity, feasibility, and alignment with the CRM vision. Guides scrum team members and provides clarity during development cycles. Reduces rework and ensures reliable releases.
• Product Performance Monitoring & Optimization
• Analyzes user feedback, product analytics, and key performance indicators to identify opportunities to optimize CRM features and user experience.  Drives measurable improvements in engagement, personalization, and operational efficiency. Turns ambiguous data trends into actionable product enhancements.
• Quality, Testing & Compliance Validation
• Ensures all delivered CRM features meet quality standards, pass acceptance criteria, and comply with internal policies and relevant regulations (GDPR, CCPA, CAN-SPAM). Protects system stability, customer trust, and regulatory compliance. Includes functional testing, UAT validation, defect prioritization, and risk mitigation.
• Performs other duties as assigned.

Requirements

• Bachelors Degree - ​Business Administration, Management Information Systems, Computer Science preferred

• 3+ years of work experience in Salesforce or other software-as-a-service product development, with preference for experience in the travel or hospitality industry. 

• 2+ years in a product related role within agile product management and development. 

• 2+ years of managing hybrid agile scrum teams. 

• Preferred to have proficiency in Salesforce platform capabilities, including Sales Cloud, Service Cloud, Commerce Cloud and Experience Cloud. 

• Strong experience with product design and roadmap tools (e.g., Figma, Adobe Creative Suite) and project management tools (e.g., Jira, Confluence). 

• Knowledge of behavior-driven development and continuous delivery practices. 

• Ability to understand complex business processes. 

• Communicating and story-telling using MS PowerPoint.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family 
• Health Benefits 
• 401(k)  
• Employee Stock Purchase Plan  
• Training & Professional Development 
• Tuition & Professional Certification Reimbursement 
• Rewards & Incentives  

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact careers@carnivla.com.  

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