Senior Product Manager

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group's portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group's premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group's Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group's subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group's global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group's additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

Position Summary:

Were hiring a Senior Product Manager to drive strategy and execution for the technology behind Sales and Service at Hornblower. While you own the platforms the Sales, Service, and Contact Center teams sell and serve on, those teams own their operations and their people. This role is the IT-side product owner for the Sales & Service organizations, where you will serve as a peer to your Sales-org and Marketing-org counterparts. In this role you will need to land outcomes through partnership while leading through influence. On the Sales side you own the technology for every non-web channel - contact center sales, group and event sales, partners and third parties, and OTA bookings. On the Service side you own service technology for every channel, web and OTA included, from pre-booking inquiry through post-booking support. Web sales itself sits with the Digital team - because the guest journey crosses that line constantly, youll partner closely with Digital wherever their surface and yours meet.The problems arent fully framed yet, the stakeholder map is wide (Sales, Contact Center, Marketing, Digital, plus vendors like Anchor and Salesforce and several consultancies), and the right answer generally isnt sitting in anyones backlog. Youll shape it as the first dedicated product owner for this scope, in close partnership with the Head of Product.

Duties and Responsibilities:

• Drive the enterprise roadmap for Sales and Service technology, framing the problems worth solving and sequencing the bets across channels, vendors, and internal teams.
• Shape the technology strategy and the measurement approach behind it - define what good looks like for non-web sales (contact center, group/event, partners, OTA) and for cross-channel service, and the metrics well hold ourselves to.
• Navigate the internal-and-vendor stakeholder map and lead without authority to a single coherent plan people can commit to.
• Partner closely with the Digital team at the web/non-web seam - Digital owns the web sales surface, you own everything else in sales and all of service, and the guest journey crosses that boundary constantly. Make the seam invisible to the guest.
• Influence senior partners across IT and the business to make the contested tradeoffs - build vs. buy, vendor vs. internal, sales-channel-specific vs. shared service capability - and own the rationale behind those calls.
• Partner with engineering and vendor teams on architecture tradeoffs across a multi-platform ecosystem; bring a clear technical point of view to decisions about Anchor, Salesforce, and the integrations between them.
• Drive execution against the roadmap across multi-quarter horizons, sequencing near-term wins in contact center, group/partner sales, OTA, and cross-channel service so they compound into the longer-arc strategy.

What success looks like (first 6-12 months)

• Youve published an enterprise roadmap for Sales and Service technology that the business, IT leadership, the Digital team, and key vendors are aligned to - and that holds up when priorities shift.
• Youve reframed at least one ambiguous problem in the scope (e.g., what "service" actually means across web, OTA, contact center, and partner bookings) and shipped a strategy others now plan against.
• Youve moved a meaningful metric in either non-web sales (including OTA) or cross-channel service, and can attribute the impact. Youve built a working rhythm with the Digital team where web/non-web boundary calls - what belongs to Digital, what belongs to you, whats shared - get made cleanly and quickly, not relitigated.
• Senior stakeholders across Sales, Contact Center, Marketing, and Digital bring you the hard tradeoffs instead of routing around the roadmap.

Requirements & Qualifications:

• Multiple prior cycles of driving strategy and execution for an ambiguous, multi-stakeholder domain - youve done this more than once, not just adjacent to it.
• A demonstrated ability to find and frame the right problems when the mandate is fuzzy and the stakeholder map is fragmented.
• Experience building enterprise or cross-channel roadmaps that align internal business partners and external vendors to a shared plan.
• A track record of landing cross-functional decisions with senior stakeholders you dont report to - functions that dont report into you or each other now move together because of how you ran the call.
• A clear point of view on how to measure success for sales and service outcomes, and the data fluency to define metrics rather than just consume dashboards.
• Able to engage engineering and vendor teams on architecture tradeoffs - integration approaches, platform choices, build-vs-buy - and explain the reasoning behind your position.

Nice to have:

• Background in maritime, hospitality, travel, or experiences - particularly on the sales or service side.
• Hands-on experience with Salesforce as a product surface.
• Familiarity with ticketing platforms, especially Anchor or Ventrata.
• Comfort in the Atlassian Suite (JIRA, Confluence) as your working environment.
• Practical use of AI tools (Claude, Codex, or similar) in your PM workflow - research, synthesis, spec drafting, prototyping.

The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.