Manager – E-Commerce Product, Technology & Support

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 Ji