The Indian Hotels Company Limited (IHCL)
Website:
ihcltata.com
Job details:
IHCL and its subsidiaries bring together a group of brands and businesses that offer a fusion of warm Indian hospitality and world-class service. These include Taj – the iconic brand for the most discerning travellers, and ranked as ‘World’s Strongest Hotel Brand’ and ‘India’s Strongest Brand’ across sectors as per Brand Finance Hotels 50 and India 100 reports 2024 respectively; SeleQtions, a named collection of handpicked, storied hotels; Vivanta, a chain of contemporary upscale hotels that celebrate joie de vivre; Ginger, a brand that is revolutionizing the lean-luxe segment, and amã Stays & Trails, a charming portfolio of private bungalows and villas set in picturesque locales.
Role Summary:
We are seeking an experienced and strategic Manager to lead e-commerce platform operations across brand websites and mobile apps, with responsibility for product and platform support, technical change management, infrastructure, and digital operations across multiple hotel brands within our global hospitality portfolio. The role will own the digital roadmap for brand websites and app-led guest journeys, while ensuring stable day-to-day commerce operations and continuous improvement across booking, content, personalization, performance, analytics, support, and release management. The ideal candidate will combine strong technical acumen with product thinking and operational discipline, with a solid understanding of digital architecture, integrations, APIs, cloud infrastructure, application performance, security, and technology change management. The candidate should also demonstrate strong stakeholder and vendor management capabilities, enabling the delivery of secure, scalable, high-performing, and intuitive digital experiences that enhance guest engagement, improve conversion, and drive business outcomes.
Key Responsibilities:
Digital Roadmap & Product Ownership
- Own and evolve the digital roadmap across websites, apps, booking journeys, loyalty touchpoints, and commerce platforms, balancing technical, business, and guest needs.
- Translate business priorities into product and technology initiatives, prioritizing revenue, guest experience, conversion, efficiency, stability, and security.
- Convert business and technical needs into product requirements, user stories, release plans, and success metrics.
- Maintain a roadmap covering short-term enhancements, platform improvements, technical debt, and long-term digital transformation.
E-Commerce Operations & Platform Management
- Oversee daily operations of direct e-commerce channels, including website journeys, booking funnel health, platform availability, performance, and key digital integrations.
- Monitor platform health, infrastructure, availability, page performance, booking errors, payment flows, APIs, and resolve issues with internal teams and partners to reduce downtime and business impact.
- Partner with marketing, revenue, operations, and IT teams to launch campaigns, packages, rates, content updates, and booking experiences accurately and on schedule.
- Drive best practices in performance, scalability, usability, personalization, SEO, analytics tagging, campaign readiness, and conversion optimization.
Mobile App Operations & Guest Experience
- Own mobile app readiness across feature rollouts, content, guest journeys, defects, releases, performance, stability, and adoption.
- Work with product, marketing, design, loyalty, operations, and technology teams to improve app-led discovery, booking, loyalty, offers, service requests, and post-booking engagement.
- Embed mobile-first thinking across commerce initiatives, ensuring consistent UI/UX, responsive design, accessibility, performance, and stability across web and app channels.
- Coordinate release notes, testing, defect triage, deployment readiness, stakeholder updates, and post-release reviews within agreed timelines.
Support incident and release Management
- Lead digital product and platform support using tools like Jira, ManageEngine, or Zendesk for incidents, service requests, defects, and enhancements.
- Define and optimize processes for incident resolution, troubleshooting, prioritization, RCA, SLA adherence, escalations, and knowledge management.
- Drive resolution of production issues across application, infrastructure, integration, vendor, and business teams to minimize guest and business impact.
- Manage release governance including UAT, regression testing, Vulnerability & penetration testing (VAPT) , deployment readiness, change management, communications, and post-go-live stabilization.
- Establish a structured support model balancing business urgency, guest impact, platform stability, and long-term technical sustainability.
Technical Oversight, Architecture & Integrations
- Contribute to customer journey definition with a strong understanding of e-commerce design principles, mobile-first patterns, hospitality booking behavior, and the technical considerations that influence digital experiences.
- Partner with design, marketing, and merchandising teams to enhance digital storefronts, offer presentation, booking flows, landing pages, and app journeys while ensuring technical feasibility and platform consistency.
- Advocate for clean, intuitive, accessible, and brand-consistent experiences that reduce friction and improve engagement, conversion, and repeat usage.
- Use insights from analytics, guest feedback, support trends, technical performance, and business outcomes to continuously identify and prioritize journey improvements.
UI/UX and Merchandising
- Apply strong understanding of e-commerce design principles, mobile-first patterns, hospitality booking behavior, and technical feasibility to shape effective customer journeys.
- Partner with design, marketing, and merchandising teams to optimize digital storefronts, offer presentation, booking flows, landing pages, and app journeys.
- Use analytics, guest feedback, support trends, and business performance to continuously improve usability, engagement, conversion, and repeat usage.
Stakeholder Communication
- Act as the key liaison between business, hotel operations, marketing, revenue, technology teams, and external partners.
- Drive prioritization forums, reviews, and governance for digital commerce and app initiatives.
- Manage vendor delivery, SLAs, dependencies, escalations, and platform performance across product, support, infrastructure, and managed services.
- Translate technical issues into clear business impact and enable informed decision-making.
- Drive cross-functional alignment and accountability to ensure timely delivery without compromising platform quality, security, stability, or guest experience.
Qualifications & Skills:
- 7-10 years of experience in e-commerce product management, digital operations, mobile app operations or digital commerce support, ideally in hospitality, travel tech, retail, QSR, financial services or omnichannel consumer businesses.
- Proven track record of managing digital product roadmaps, e-commerce operations, app enhancements, platform migrations, large-scale feature rollouts or support transformation initiatives.
- Strong understanding of e-commerce architecture, CMS, booking journeys, mobile app ecosystems, APIs, integrations, analytics, release management and security considerations.
- Hands-on familiarity with support and delivery tools such as Jira, ManageEngine, Zendesk, Azure DevOps or equivalent platforms.
- Good grasp of UI/UX principles, mobile-first design, responsive design, accessibility, merchandising, SEO, web/app analytics and conversion rate optimization.
- Analytical mindset with the ability to translate operational signals, customer behavior and business priorities into product decisions and measurable improvements.
- Excellent communication, stakeholder management, vendor governance and cross-functional collaboration skills.
- Ability to operate in a matrix environment, ramp up quickly on internal processes and influence change across business and technology teams
Preferred Qualifications:
- B-Tech / BE in Computer Science, Information Technology, Engineering or equivalent; MBA in Marketing, Digital Business or related field preferred.
- Certifications in e-commerce, digital product management, agile delivery, digital marketing, CMS, analytics, UX, cloud or leading MarTech platforms will be an advantage.
- Experience with hospitality booking engines, loyalty platforms, payment integrations, CRM/CDP, marketing automation, app platforms or content operations is preferred.
- Exposure to agile methodologies, sprint planning, backlog management, UAT governance, release governance and post-release performance reviews.
- Basic understanding of GA4 or equivalent analytics platforms, app analytics, SEO, A/B testing and conversion rate optimization
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