Role Introduction
Reports to: General Manager Digital Experience
The Digital Experience Department (DEX) is focused on creating high-impact digital experiences for travellers, members and the business across customer journeys and channels.
As Head of Product Operations, your goal is to build and run the operating system for our Digital Experience product organisation. You will design the rhythms, processes, data and tooling that enable our product teams to work effectively and deliver meaningful outcomes.
You will define and continuously improve how product work flows from strategy to discovery, delivery and launch by creating a clear, pragmatic operating model that scales across channels and customer journeys.
You will work in close partnership with IT to align Digital Experience ways of working with the Group portfolio planning cadence, ensuring that our processes, artefacts and timelines support it end-to-end. You will shape how product teams prepare inputs and options, helping them connect clearly to customer and commercial outcomes, surface dependencies early and make trade-offs explicit.
You will design, document and refine the core processes and rituals that keep the product organisation aligned and effective. This includes how we move from ideas to validated opportunities and committed delivery. Your focus will be on making these processes lightweight, repeatable and outcome-focused, rather than bureaucratic.
Key Responsibilities
- Design, own and evolve the Digital Experience product operating model, balancing consistency with autonomy across product teams
- Lead quarterly and annual planning for Digital Experience, ensuring clear line of sight from company strategy and customer journeys to team-level roadmaps
- Define and embed the go-to-business model for digital product changes, including readiness for frontline teams, contact centres and operations
- Define and implement standards for product and delivery metrics, including customer, operational and commercial KPIs, and ensure teams have accessible and reliable dashboards
- Shape how Product and Delivery teams use the shared tool stack, including business-side implementation, configuration, best-practice usage and identification of new tools where there is clear value
- Create and maintain core playbooks, templates and documentation standards, including problem framing, PRDs, release notes, runbooks and decision logs
- Design and facilitate key forums, including roadmap and portfolio reviews, dependency and risk reviews, launch and go-to-business reviews, post-incident reviews and post-launch reviews
- Lead and grow the Enterprise Product Practice and communities of practice, aligning teams on craft standards, shared patterns and capability uplift across the airline
- Line-manage and develop Delivery Leads and Product Operations team members, providing coaching, clear expectations and progression paths
- Set standards and systems for documentation and knowledge management across Digital Experience, from problem statements and PRDs through to release notes, playbooks and operational readiness materials
- Partner with the GM Digital Experience and other leaders to build product playbooks, templates, training and coaching that help teams strengthen customer-centric discovery, prioritisation and measurement
- Lead the Product Operations function across operating model, processes, data, tools, delivery practices, insights, experimentation and content operations
- Ensure Product and Delivery operate as an effective system, shaping how work is prioritised, sequenced, measured, communicated and brought into market impact
Requirements
- Significant experience in product management and/or product operations, with time spent in senior roles (e.g. Senior PM, Group PM, Product Ops Lead, Delivery Lead) in complex, cross-functional environments
- Experience operating in or close to airlines, travel, loyalty, or similarly operationally intensive industries is a strong advantage
- Proven track record designing or scaling product ways of working across an enterprise
- Strong understanding of both product discovery and delivery practices, including how to work effectively with IT, Design, Data, and Operations
- Demonstrated ability to work with enterprise IT and platform teams to shape business-side usage of shared tools and systems
- Excellent facilitation and communication skills, from exec-level portfolio reviews to hands-on squad workshops
- Experience leading and developing high-performing teams
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
