[Hiring] Senior Manager, Digital Platforms & Experience @International SOS

Role Description

The Senior Manager, Digital Platforms & Experience Solutions is responsible for leading the configuration, customization, and delivery of Aspire Lifestyles’ digital platform into tailored, client-specific solutions across the Americas. This role does not build products from the ground up—instead, it owns the end-to-end translation of client needs into scalable digital experiences, ensuring platform capabilities are activated in ways that align with each client’s brand, customer experience goals, and business objectives.

Acting as the bridge between client vision, digital platform capabilities, and internal execution, this role drives solution design, implementation, and ongoing optimization across multiple digital channels including web, mobile, messaging, and integrated systems. This is a highly visible, client-facing role requiring strong strategic thinking, cross-functional leadership, and the ability to influence both internal and external stakeholders.

Qualifications

• Proven ability to manage client-facing deployments across multiple channels simultaneously
• Strong understanding of omnichannel customer experience design
• Ability to translate client business needs into platform configuration requirements and user stories
• Strong verbal and written communication skills, including ability to present to senior client stakeholders
• Experience working across web, mobile, chat and messaging channels
• Strong accountability with a track record of on time and on budget delivery
• Desire to work collaboratively with stakeholders and teammates
• Ability to gain a quick understanding of business needs, new processes, and applications
• Strong evidence of problem solving and analytical skills
• Ability to deliver clear requirements documentation and user stories
• Work closely with the client, Group team and design experts in coordinating tasks and deliverables
• Manage issues escalated by identifying resources, tracking status, and following issues to their conclusion
• Operates effectively in a fast paced Agile B2B environment
• Comfortable navigating ambiguity between a global platform and local client needs
• High trust builder with both client and internal teams
• Results-oriented approach with a “can-do” attitude and strong prioritization under competing client deadlines
• Passion for continuous improvement and innovation
• Experience with Confluence and JIRA

Requirements

• High School Diploma or Equivalent Required.
• 10+ years’ experience in Digital Product, omnichannel, or client solutions management in large organizations, preferably in a B2B environment
• 5+ years’ experience working in an Agile environment using tools such as Jira and Confluence
• Experience in travel & hospitality strongly preferred
• Web experience required; API and messaging channel experience a strong plus
• Knowledge of WCAG and/or PCI security processes desirable

Travel, Schedule & Availability

• This position may require travel up to 5%.

Work Environment & Physical Requirements

• Must have a dedicated, quiet, and private workspace free from distractions.
• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
• Reliable high-speed uninterrupted internet connection meeting minimum company standards.
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.