Senior Program Manager – Mobile App & Non-Room Booking Experiences at Wynn Resorts

Las Vegas, Nevada, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Oct, 26

Salary

0.0

Posted On

14 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Program Management, Product Management, Portfolio Strategy, Vendor Management, Stakeholder Management, User Research, Mobile App Development, Cross-functional Leadership, Business Acumen, ROI Analysis, Roadmap Planning, A/B Testing, Contract Negotiation, Digital Transformation, Agile Delivery, Systems Thinking

Industry

Hospitality

Description

Job Description We seek an experienced Senior Program Manager to lead our guest-facing digital ecosystem, orchestrating the Mobile App and a comprehensive portfolio of Non-Room Booking Experiences (Dining, Entertainment, Spa/Wellness, and Concierge services) across multiple Wynn properties. This is a strategic role requiring portfolio-level thinking, cross-property coordination, vendor partnership management, and the ability to balance new feature development with optimization and platform integration. The successful candidate will drive revenue impact, enhance guest satisfaction, and ensure seamless, integrated experiences across our digital touchpoints and physical properties. Reports To: Executive Director of IT Product & Project Management KEY RESPONSIBILITIES Portfolio & Program Strategy Own the strategic vision and roadmap for the guest-facing mobile ecosystem: Mobile App, Dining/F&B, Entertainment/Ticketing, Spa/Wellness, and Concierge experiences Define portfolio-level strategy balancing new feature development, optimization of existing experiences, and seamless platform integration across property brands (WLV, EBH, WRL) Establish OKRs and success metrics aligned to guest satisfaction, revenue impact, adoption rates, and operational efficiency Conduct competitive analysis and market research; identify emerging trends and opportunities to differentiate guest experiences Cross-Functional Program Orchestration Coordinate across product, engineering, design, operations, and business teams; establish clear working agreements and decision-making frameworks Manage dependencies and integration points between mobile app and multiple service experiences; resolve conflicts and ensure cohesive architecture Drive alignment on prioritization, scope, and trade-offs across competing initiatives and stakeholder interests Facilitate strategic decision-making and escalate conflicts that require leadership input Multi-Property Brand Management Establish consistent guest experience standards and brand guidelines across WLV, EBH, WRL, and other properties Balance enterprise-wide platform consistency with localized property needs and brand differentiation Coordinate phased rollouts and launches across multiple properties; ensure readiness and consistent execution Stakeholder & Guest Research Conduct deep user research and gather feedback from guests, operational teams, and business stakeholders across multiple properties Synthesize insights to identify pain points, opportunities, and emerging guest needs across dining, entertainment, wellness, and concierge services Lead user research initiatives (surveys, interviews, usability testing) to validate concepts and measure experience improvements Vendor & Integration Management Manage relationships with external vendors and service providers (reservation systems, payment processors, dining platforms, ticketing systems, etc.) Negotiate vendor contracts and SLAs; ensure vendor roadmaps align with strategic priorities and timelines Oversee technical integrations and resolve interoperability challenges between mobile app and backend service systems Evaluate vendor performance against KPIs; escalate issues and manage remediation Revenue & Business Impact Define business cases for major initiatives; quantify expected revenue impact, cost savings, and guest satisfaction improvements Monitor portfolio performance: mobile app adoption, transaction volume, guest satisfaction scores, revenue per transaction, conversion rates Conduct post-launch reviews; analyze data to identify optimization opportunities and inform future roadmap decisions Present portfolio performance, ROI, and strategic recommendations to executive leadership Product Delivery & Release Management Own end-to-end delivery of major initiatives: from concept through design, development, testing, and multi-property launch Define requirements, acceptance criteria, and success metrics for each initiative; track progress and manage schedule/scope changes Coordinate multi-property rollouts; ensure operations readiness, training, and go-live communication Drive continuous improvement through iterative releases and A/B testing; measure impact and iterate based on data Qualifications REQUIRED QUALIFICATIONS Bachelor's degree in Business, Computer Science, Engineering, or related field; MBA preferred 7+ years of product management, program management, or digital product leadership experience 3+ years managing multiple products or services portfolio; experience with cross-functional program orchestration Proven track record shipping complex, integrated digital experiences; demonstrated ability to balance competing priorities and manage dependencies Strong experience managing external vendors, partners, and SLAs; comfort with contract negotiation Demonstrated ability to influence across teams without direct authority; exceptional stakeholder management and communication skills Strong analytical and business acumen; ability to build ROI cases, synthesize data, and drive decisions with metrics Experience with mobile-first digital products and/or guest-facing consumer platforms Comfort with matrixed organizations and influence-based leadership; proven ability to lead without direct reports PREFERRED QUALIFICATIONS Experience in hospitality, travel, entertainment, or hospitality technology sectors Track record managing digital products across multiple brands, locations, or properties Experience with revenue-impacting product decisions; understanding of hospitality monetization (bookings, F&B, ancillary services) Familiarity with payment systems, reservation systems, or complex service integration architectures Demonstrated success with A/B testing, user research, and data-driven optimization Experience scaling digital products from early stage to enterprise scale CORE COMPETENCIES Portfolio & Program Thinking – Ability to manage complex, interdependent workstreams; balance competing priorities with clear strategic rationale Stakeholder Leadership – Exceptional ability to influence across teams, build consensus, and lead without direct authority Strategic Communication – Clear articulation of vision, roadmap, and trade-offs to diverse audiences (executives, operations, engineers, vendors) Business Acumen – Deep understanding of revenue drivers, cost structures, and ROI; ability to quantify business impact User-Centric Design – Passion for guest experience; commitment to understanding user needs and measuring satisfaction Vendor & Partnership Management – Strong negotiation skills; ability to establish clear expectations and hold vendors accountable Execution Excellence – Track record of shipping complex initiatives on time, within scope, and to quality standards Systems Thinking – Ability to see connections between mobile app, multiple service experiences, and backend systems; design for integration PHYSICAL REQUIREMENTS & WORK ENVIRONMENT Ability to sit at a desk and work in an office environment for extended periods Frequent virtual and in-person communication: video calls, phone meetings, presentations to leadership Travel to multiple Wynn properties for stakeholder meetings, user research, and cross-property coordination (estimated 15-20%) Ability to manage ambiguity and respond quickly to strategic or operational changes FIRST-YEAR SUCCESS METRICS Established clear portfolio strategy and roadmap; achieved alignment and buy-in from all key stakeholders Delivered 2-3 major integrated features or experience improvements; demonstrated revenue impact or guest satisfaction gains Increased mobile app adoption and/or transaction volume across multiple properties Established consistent experience standards across WLV, EBH, WRL; balanced brand consistency with property differentiation Built effective cross-functional working teams and established clear decision frameworks Successfully managed vendor relationships and integrations; resolved critical technical or operational issues Quantified portfolio ROI; demonstrated clear business value to executive leadership Additional Information Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. FLSA Status: Exempt Division: 22700 - G&A Career Areas: Information Technology Status: Full-Time

Responsibilities

Lead the strategic vision and roadmap for the guest-facing mobile ecosystem and non-room booking experiences across multiple Wynn properties. Orchestrate cross-functional teams and manage external vendors to drive revenue impact and enhance guest satisfaction.