What are the responsibilities and job description for the Director, Product Strategy- Universal Moments position at Universal Orlando Resort?
JOB SUMMARY:
The Director, Product Strategy, Universal Moments leads the strategy, development, commercialization, and ongoing improvement of Universal Moments, a guest experience product that helps guests capture, personalize, share, and extend their memories across the Universal experience.
Reporting to the VP, Commercial Product Strategy within Global Brand & Commercial, this role translates the long-term vision for Universal Moments into clear priorities, product plans, business recommendations, and execution guidance. The Director helps ensure the product delivers a strong guest experience, supports business growth, and can be effectively managed and improved over time.
This role works closely with partners across commercial, technology, operations, creative, finance, legal, and destination teams to align the guest experience, product requirements, business objectives, operational needs, and implementation plans.
MAJOR RESPONSIBILITIES:
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
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Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2026 Universal Studios. All rights reserved. EOE
The Director, Product Strategy, Universal Moments leads the strategy, development, commercialization, and ongoing improvement of Universal Moments, a guest experience product that helps guests capture, personalize, share, and extend their memories across the Universal experience.
Reporting to the VP, Commercial Product Strategy within Global Brand & Commercial, this role translates the long-term vision for Universal Moments into clear priorities, product plans, business recommendations, and execution guidance. The Director helps ensure the product delivers a strong guest experience, supports business growth, and can be effectively managed and improved over time.
This role works closely with partners across commercial, technology, operations, creative, finance, legal, and destination teams to align the guest experience, product requirements, business objectives, operational needs, and implementation plans.
MAJOR RESPONSIBILITIES:
- Product Strategy and Planning
- Defines and updates the product strategy, priorities, roadmap, and key decisions for Universal Moments. Translates business and guest experience goals into practical product plans, recommendations, and success measures. Partners with senior leaders to ensure the product supports destination priorities and long-term growth objectives.
- Guest Experience and Commercial Strategy
- Shapes the guest value proposition and overall product experience across the guest journey. Identifies opportunities to improve guest engagement, product adoption, pricing, packaging, purchase behavior, and post-visit connection. Ensures Universal Moments remains connected to the broader guest experience and commercial strategy.
- Launch, Operations and Ongoing Product Leadership
- Supports launch planning, operational readiness, product improvements, and expansion across destinations. Works with cross-functional partners to clarify requirements, guest messaging, team member impacts, support needs, training considerations, and feedback loops. Uses guest, team member, and business insights to improve the product over time.
- Business Performance and Financial Management
- Maintains the business view of Universal Moments, including financial performance, investment needs, revenue opportunities, cost considerations, and business risks. Defines key performance measures and reporting to track guest satisfaction, engagement, conversion, revenue, operational performance, and overall product health.
- Partner Alignment and Communication
- Coordinates work across internal partners and helps keep teams aligned on priorities, roles, decisions, risks, and next steps. Prepares clear updates and recommendations for leadership and supports effective communication across teams involved in the product.
- Innovation and Continuous Improvement
- Identifies opportunities to improve the guest experience, business performance, product features, and ways of working. Stays informed on relevant guest, entertainment, media, technology, and consumer trends that may influence future product opportunities.
- Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
- Perform other duties as assigned.
- Bachelor’s degree required; MBA or advanced degree preferred.
- 10 years of experience in product strategy, business strategy, commercial strategy, guest or customer experience, digital products, entertainment, hospitality, media, technology, operations, or a related field.
- Experience leading or supporting products, programs, or business initiatives from planning through execution and ongoing improvement.
- Experience developing product plans, business recommendations, performance measures, and executive-level updates.
- Experience working with cross-functional teams such as marketing, operations, finance, technology, legal, creative, analytics, or commercial partners.
- Experience with guest-facing or customer-facing products, digital experiences, media products, commerce, personalization, loyalty, or technology-enabled experiences preferred.
- Theme parks, hospitality, travel, media, entertainment, consumer products, or technology industry experience preferred.
- Strong strategic thinking, problem-solving, and decision-making skills.
- Ability to develop clear product plans, priorities, recommendations, and success measures.
- Strong understanding of guest or customer experience, commercial strategy, and product management principles.
- Ability to assess business performance, financial implications, risks, and opportunities.
- Strong collaboration and influencing skills with the ability to work effectively across teams and levels.
- Ability to organize complex work, manage competing priorities, and drive alignment in a fast-paced environment.
- Comfort using data, insights, and feedback to inform decisions and improve performance.
- Strong written and verbal communication skills, including the ability to explain complex topics clearly to leadership and cross-functional partners.
- Interest in innovation, guest experience, entertainment, media, technology, and consumer products.
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Consistent attendance is a job requirement.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
Universal Orlando Resort. Here you can.
Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2026 Universal Studios. All rights reserved. EOE