Vice President, Customer Facing Technology

Join BWH Hotels - Where Passion Meets Purpose

At BWH Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels, Best Western Hotels & Resorts, and SureStay Hotels, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality!

Overview

BWH Hotels is seeking a dynamic and strategic Vice President of Customer Facing Technology to lead our digital transformation efforts, and its continuing evolution and success.

Achieves the Companys customer-facing technology results by leading the successful rebuild of our website and mobile app, modernize our digital architecture, and enhance eCommerce and marketing technology capabilities to support increased personalization efforts. This individual will build and lead a high-performing team - establishing and maintaining a robust digital platform that delivers an exceptional customer experience. As the technology landscape changes over time, this leader will always look to improve the customer experience throughout the digital customer journey.

Essential Job Results

Digital Architecture & Technology Leadership

• Define and execute the digital technology strategy, ensuring scalability, security, and high performance.
• Lead Architecture and Engineering functions for both proprietary systems and licensed platforms supporting digital experience and other customer facing capabilities - primarily loyalty and marketing technology.
• Drive best practices in cloud architecture, API integrations, and microservices.

Marketing Technology & Personalization

• Play a key role in shaping and executing our new loyalty program supporting all brands and regions.
• Oversee CRM, Customer Data Platform (CDP), personalization, and analytics capabilities to enable data-driven marketing and customer engagement.

• Drive implementation and optimization of our digital experience platforms. Experience with major platforms required; experience with Adobe Experience Manager / Adobe Experience Cloud preferred.

eCommerce & Content Management

• Own the execution of our digital experience including web/app UI, eCommerce technology, checkout, payment processing, and digital asset/content management.
• Lead the rebuild and continuous improvement of our websites and mobile app, optimizing for experience, speed, stability, and conversion.
• Ensure seamless integration of eCommerce platforms, payment gateways, and digital content management systems.
• Optimize conversion rates, site performance, and transactional stability.

People Leadership & Cross-Functional Collaboration

• Build and mentor a high-performing engineering and digital experience team.
• Partner closely with product management, business stakeholders, international Affiliate Organizations and other engineering teams to align technology with business goals.
• Manage vendor relationships and ensure seamless integration of external platforms.

Delivery, Performance, & Customer Experience

• Enable delivery excellence through improvements to estimation, development, testing, and release planning.
• Drive operational stability, ensuring high availability and performance of customer-facing applications.
• Improve site/app conversion rates, page load times, and overall digital experience.

Qualifications, Experience & Education

• 15+ years of experience leading digital technology, eCommerce, and marketing technology teams.
• Proven expertise in high-traffic customer-facing websites, mobile apps, and eCommerce platforms.
• Deep experience with payment gateways, content management, and digital asset management.
• Strong understanding of Adobe Experience Manager and marketing automation tools.
• Hands-on leadership experience in cloud platforms, API-driven architecture, custom development and microservices.
• Experience managing cross-functional teams, vendors, and enterprise stakeholders.
• Strong track record of delivering high-performing, scalable, and customer-centric digital experiences.
• Bachelors Degree in Computer Science or related field, or an equivalent combination of education and experience. MBA considered a qualification "plus."
• Significant proven experience developing mid-and long-range operational strategies.

Success Metrics

• Digital Leadership: Transform and lead the team to support an experience-focused, mass-personalized platform.
• Team Growth: Develop talent, foster career growth, and drive innovation.
• Project Execution: Deliver digital initiatives on time and with high quality.
• Site Performance: Improve speed, responsiveness, and reliability.
• Operational Stability: Ensure high uptime and security for digital platforms.

Work Environment & Location

• Based in Phoenix office - expected to work closely with others in-person.
• Occasional remote work allowed

Why Join Us?

• Lead a high-impact digital transformation for a global hospitality brand.
• Work on cutting-edge eCommerce, personalization, and customer experience technology.
• Build, shape, and lead a high-performing digital and marketing technology team.

#LI-TF1

This position is not eligible for immigration sponsorship.

Benefits Summary for Full-Time Employees

Medical/Dental/Vision available day one

Vacation/Sick- accruals start day one

Paid company holidays and personal holidays to celebrate whats important to you

401K - company contribution and match (U.S.)

Registered Retirement Savings Plan (RRSP) - company contribution and match (Canada)

Employee discounts/hotel discounts

Free financial and health wellness programs

Tuition Reimbursement

Equal Employment Opportunity

BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws. The Companys equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination.