VP Commerce & CRM Technology

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

VP Commerce & CRM Technology

Job Code:

12166

Profile Title:

12166 VP Commerce & CRM Technology

Grade / Band:

L5

FLSA Status:

Exempt

The Vice President of Commerce Technology leads strategic enterprise programs and projects that drive sales growth for MGM resort and hotel properties across web, mobile, and call center channels. This role is expected to deliver technology solutions that are extensible, secure, and of the highest quality on time and within budget, in accordance with the organization's technology and governance strategies, policies, and standards. Beyond domain delivery, the role owns the engineering discipline for Commerce — defining how AI transforms team structure, investment priorities, and engineering culture to accelerate revenue-generating capabilities.

Evaluate multi-year product and technology strategies (including Product Roadmap) for Commerce and CRM technology that align with the overall commercial objectives

Lead the evaluation, selection, and implementation of new commerce and CRM technology solutions, ensuring alignment with business objectives, scalability, and compatibility with existing systems

Overseeing the development, implementation, and optimization of e-commerce platforms and booking systems. This includes ensuring that the online booking process is seamless, user-friendly, and capable of efficiently handling high volumes of transactions

Ensure seamless integration between the e-commerce platform and adjacent systems such as Revenue Management, inventory management, and offers/marketing systems

Partner with the commercial team on product listings, pricing strategies, and promotions to maximize online sales and profitability; develop the core software systems needed to manage the product information lifecycle

Guide Product & Tech teams to a customer-centric operating model focused on outcomes valued by customers

Collaborate with UX designers and developers to continuously improve the online shopping experience

Guide the Product & Tech teams to a customer-centric operating model focused on driving customer outcomes valued by customers

Collaborate with UX designers and developers to continuously improve the online shopping experience

Champion digital transformation initiatives that improve sales efficiency and revenue generation

Monitor industry trends and emerging technologies to identify opportunities for innovation and competitive differentiation

Partner with the enterprise QE discipline — to adopt and operationalize QE standards within Commerce: test strategy, quality gates, release-readiness criteria, and automation frameworks

Drive Commerce engineering teams to adopt shift-left practices, AI-augmented testing, and the enterprise test-automation framework so quality is owned upstream by product engineering rather than at the end of the cycle

Hold Commerce teams accountable to the enterprise quality KPIs (escape rate, mean time to detect, automation coverage, flake rate) and feed Commerce-specific learnings back into the enterprise QE program

Sponsor performance, load, and resilience testing programs for high-volume revenue platforms, jointly resourced and prioritized with the QE owner..

Define engineering strategy for the Commerce organization — technology choices, platform investments, team structures, and capability development — with AI fluency as a core competency

Quantify AI leverage and model ROI within the commerce value stream; shift investment from headcount to platforms, tooling, and AI infrastructure where it accelerates revenue capabilities, personalization, or operational efficiency

Restructure the organization around revenue value streams (rather than functional silos) to optimize flow in AI-augmented delivery of booking, pricing, storefront, and call-center capabilities

Define and track value-stream metrics, including idea-to-customer-value cycle time across non-engineering phases (discovery, design, QE, release, A/B validation)

Adopt and publish the AI DLC (Development Life Cycle) playbook for Commerce teams; standardize how AI coding assistants, automated test generation, AI-driven personalization, and AI-driven observability are used across product, engineering, QE, and operations

Publish a workforce evolution plan for the Commerce organization — which roles grow, shrink, or transform — with explicit transition support, rather than relying on attrition

Set and reinforce an engineering culture of quality, security, reliability, and AI fluency

Empower business and operations teams through automation and infused observability to simplify troubleshooting and reduce ongoing maintenance cost of commerce-related infrastructure

Lead execution of enterprise programs and projects related to resort/hotel sales technology — product development, platform enhancements, and digital initiatives — with a large-sized portfolio of $25M+

Foster a metric- and KPI-driven organization of accountability, collaboration, and innovation that is efficient and built for scale

Develop and manage budgets for all technology and product-development initiatives, ensuring effective resource allocation and alignment with strategic priorities; provide regular budget updates, forecasts, and variance analyses with transparency and accountability

Partner with vendor management teams to negotiate contracts and agreements with technology vendors — including AI tooling, model providers, and commerce platform vendors — optimizing cost while maintaining quality

Monitor program expenses and identify opportunities for cost optimization and efficiency improvements; proactively address budgetary challenges or risks.

Identify and mitigate risks related to technology infrastructure, data security, and regulatory compliance; partner with InfoSec and Compliance teams to keep systems secure and compliant, including AI-specific concerns (model governance, PII handling, prompt injection)

Refine strategy and execution to achieve short-term results and realize long-term goals — focus on rationalization and prioritization

Attract, lead, retain, and inspire product and engineering teams; lead by example as a player-coach; build high-performing teams

Make role-change decisions explicit and communicate them with care; partner with HR on career frameworks, hiring strategy, and learning paths to keep pace with the AI-driven shift in engineering work

Ensure technology and products are compliant, secure, and reliable

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Computer science, engineering, or a related field

Required

Master's Degree

Computer science, engineering, or a related field

Preferred

10+ Years of Prior Relevant Experience

Software technology development with strong understanding of web, mobile, and call-center technologies in the hospitality industry

Required

20+ Years of Prior Relevant Experience

Travel and hospitality domain, with at least 10 years in a leadership role managing teams over 150.

Required

5+ Years of Prior Relevant Experience

Director-level leadership of engineering organizations

Required

Understanding revenue management systems and hospitality distribution channels is desirable

Preferred

Excellent communication, collaboration, and presentation skills

Preferred

Demonstrated ability to lead and motivate cross-functional teams to drive toward product/program objectives

Preferred

Demonstrated experience leading AI-enabled delivery transformation (AI coding tools, model-augmented workflows, value-stream restructuring)

Required

Demonstrated success partnering with a central Quality Engineering function to drive adoption of automation, shift-left practices, and AI-augmented testing within a delivery organization

Required

Proven track record of leading enterprise change management and large-scale digital transformation initiatives

Experience in defining product roadmaps and driving technology solutions for complex technology projects

Data-driven decision-making with a focus on measuring business impact

Experience working with cloud-based and API-driven technologies

Passion for the hospitality industry with a strong customer focus

Working Quality Engineering acumen — able to set quality expectations for Commerce teams and partner effectively with the central QE function on test strategy, automation, performance/load, and release gating for high-volume revenue platforms.

Ability to model AI economics and ROI across a commerce portfolio; comfort shifting investment from headcount to platforms, tooling, and AI.

Proven ability to lead organizational transformation and change management at scale.

Ability to set enterprise technology strategy and communicate effectively at executive and board level.

Familiarity with AI applications in commerce — personalization, dynamic pricing, conversational commerce, agentic call-center workflows — and the trade-offs of build-vs-buy in this space.

Balancing

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Bending

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Carrying 10 pounds

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Clear speech - simple

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Clear speech - complex

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Climbing

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Distant vision

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Driving

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Flexibility - upper body

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Flexibility - lower body

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Hearing/Listening

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Kneeling

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Lifting 10 pounds

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Near vision

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Normal vision

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Pushing/Pulling

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Reaching

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Sitting

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Standing

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Typing

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Walking

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Communication - verbal

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Communication - written

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Confined area

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Contacts - works alone

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Contacts - works around others

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Contacts - works with others

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Exposure to dust / dirt

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Exposure to fumes / odors

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Extreme cold

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Extreme heat

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Fast pace

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Hazardous conditions - chemicals

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Hazardous conditions - high structures

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Hazardous conditions - high voltage

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Indoors

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Noise levels - low to moderate

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Noise levels - high

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Office conditions

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Outdoors

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Restricted area

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Shifts

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Smoke

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Travel

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Wet/Humid

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Analytical

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Clerical

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Comprehension

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Crisis incidents

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Customer service

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Decision making

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High pressure

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Judgment

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Long hours

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Math skills - advance

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Math skills - basic

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Organization

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Reading - simple

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Reading - complex

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Repetition

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Tight deadlines

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Writing - simple

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Writing - complex

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