Manager, Commercial Program

The Commercial Program Manager is an individual contributor responsible for translating commercial strategy into coordinated execution across cross-functional teams, including Revenue Management, Trade/Agency Sales, Contact Center, eCommerce/Product, CRM & Lifecycle, Performance Marketing, Brand/Content, Partnerships, IT/Enterprise Technology, Data/Analytics, Finance, Legal/Compliance, and Onboard Revenue.

This role plans, coordinates, and drives the operating rhythm for commercial initiatives—such as tactical promotions, segment and market pushes, merchandising changes, lifecycle programs, pricing and yield experiments, partner activations, and technology rollouts. The Program Manager brings structure, clarity, and cadence to complex initiatives, ensuring clear ownership, disciplined execution, and measurable outcomes.

You will own intake and prioritization processes, clarify decision ownership, orchestrate cross-functional delivery plans in Asana, produce executive-ready updates, and facilitate postmortems that improve future cycles. Success is defined by faster time to market, fewer bottlenecks, clear capacity visibility, and sustained improvement in commercial performance metrics (e.g., conversion, NTR, load factor, APD/APCDs, retention), alongside a higher standard for how initiatives are planned, launched, and evaluated.

Essential Duties and Responsibilities:  

What You’ll Own & Deliver

1) Portfolio Intake, Prioritization & Roadmap
Maintain a rolling 12–18 month portfolio of commercial initiatives with documented business cases, impact/effort assessments, dependencies, and accountable owners.
Run structured intake and triage: standardize briefs, scope, and assumptions; surface tradeoffs and sequencing recommendations for leadership review.
Define decision owners versus contributors (RACI) per initiative; document decisions clearly in a searchable system of record.

2) Program Delivery & Governance
Own the weekly and quarterly operating cadence across partner teams, including Asana plans, milestone tracking, RAID logs (Risks, Assumptions, Issues, Dependencies), and KPI/OKR alignment.
Coordinate cross-functional execution by aligning timelines, handoffs, and cutover plans; escalate issues with clear options and decision asks.
Produce concise, decision-grade updates (one-pagers, dashboards) for senior stakeholders.

3) Capacity, Bottlenecks & Visibility
Provide portfolio-level visibility into what is in flight, ownership, and delivery risk.
Monitor interdependencies and resource constraints; recommend sequencing, staffing, or scope adjustments to maintain momentum.
Track benefits realization against baseline assumptions and maintain a living benefits ledger per initiative.

4) Process Establishment & Continuous Improvement
Develop lightweight, repeatable SOPs and playbooks for common initiative types; keep them current and accessible in a shared knowledge base.
Facilitate retrospectives and postmortems; translate insights into durable process improvements (templates, checklists, working agreements).
Continuously raise the quality of artifacts—narratives, visuals, and data—so outputs are consistently executive-ready.

5) Analytics, Financials & Readouts
Partner with Data and Finance to define upfront measurement plans, targets, and success criteria.
Pressure-test assumptions, quantify scenario impacts and risks, and track post-launch performance versus plan.
Ensure appropriate instrumentation exists for attribution and learning; maintain a simple, transparent benefits ledger.

6) Change, Enablement & Adoption
Coordinate launch readiness with Contact Center, Trade/Agency, Field, and Onboard teams, including FAQs, training materials, timelines, and policy updates.
Create enablement materials that clearly connect launches to day-to-day usage and expected guest and revenue outcomes.
Establish feedback loops with frontline and partner teams and incorporate learnings into subsequent iterations.

7) Tools, Documentation & AI-Assisted Productivity
Serve as the primary Asana owner for Commercial, ensuring strong workflows, templates, and reporting hygiene.
Maintain an organized knowledge base (Notion, Confluence, or SharePoint) for briefs, governance artifacts, SOPs, and postmortems.
Leverage productivity tools (e.g., Miro, Smartsheet, Jira, Power BI, Tableau, Looker) to improve clarity, coordination, and speed.
Apply AI responsibly to summarize meetings, draft briefs and updates, generate starter SOPs and templates, identify duplication, and surface risk patterns, in line with security and governance standards.