Senior Product Manager – Guest Communications & AI (m/f/d)

ABOUT THE ROLE

Your mission is to make every guest who reaches out glad they did — a conversation so seamless and warm that it becomes part of what they remember about the stay. And when a person is needed, the agent who picks it up already knows the whole story.

We're looking for a Senior Product Manager – Guest Communications & AI to own the two in-house-developed products that get us there. Lumi, our guest-facing AI assistant, handles WhatsApp and voice today — RCS, in-app chat, and email come next. G360 is where our Guest Experience agents and on-site teams work, with its co-pilot Spark pulling up a reservation in an instant and drafting the reply.

You'll set the direction for both, lead the conversation designers and engineers who build them, and work side by side with Guest Experience and Operations. 

OBJECTIVES & RESPONSIBILITIES

The roadmap and the decisions behind it:

• Decide what gets built next trimester and what waits based on strategy and business impact — sized with your tech lead against what the team can realistically deliver, agreed with the stakeholders it affects, and held to clear release milestones.
• Be the person the company comes to on AI-powered guest communication: align product, engineering, Support (Guest Experience) and Operations behind one direction, and bring a clear recommendation when they pull in different ones 

Closeness to stakeholders and guests:

• Stay aligned with Guest Experience leadership: they should feel heard, and see their highest impact needs reflected in your roadmap.
• Shadow agents and read real guest conversations regularly — your roadmap should be shaped by what you've seen yourself, not only by what gets reported to you.
• Keep the people around you clear on where things stand and where they're heading.

Scalable platforms and knowledge base:

• Scale Lumi from WhatsApp and voice flows to one coordinated experience across new channels: RCS, in-app chat and email.
• Scale G360, the internal platform for our Guest Experience and on-site teams, adding new capabilities such as modules for Operations, Finance and bulk messaging, as well as making Spark, our Guest Experience co-pilot, more powerful.
• Take architecture-level decisions together with engineering, understanding the trade-offs well enough to be a real counterpart.
•  Own the knowledge behind Lumi and G360: one source of truth, kept in sync as properties, policies and products change.

Quality you can measure and improve:

• Set clear success KPIs and milestones for each project.
• Implement a clear analytics and evals strategy that makes a large volume of conversations legible: monitor the KPIs, identify what's really driving escalation rate and CSAT, then use evals to test improvements before they reach guests.
• Design the escalation protocols and the hand-offs between AI and agents, so context carries across and agents can easily handle escalated cases.
• Set the standard for tone and style, so every interaction is purposeful, warm, empathetic and unmistakably Numa.

Mentorship and team development:

• Lead and mentor a dedicated team focused on conversation design and AI implementation, fostering a culture of excellence, empathy, and innovation.
• Delegate and give your team room to own project discovery and execution, offering support when important calls need to be made 

KEY RESULTS

• Guest satisfaction: Attain a CSAT score of 90 for AI-driven guest interactions across all supported channels.
• Conversational quality: ≥95% accuracy in intent recognition and response relevance, measured through a standing eval process.
• Escalation efficiency: Streamlined protocols with seamless hand-offs, keeping the escalation rate at or below 20% across all channels.
• Spark effectiveness: Achieve and maintain over 95% information accuracy for our Guest Experience co-pilot.
• Scalability & accuracy: Modular information and conversation architecture that extends to new channels and languages, while maintaining 99.9% information accuracy in an environment of constantly growing and evolving product information.

ABOUT YOU

• 5+ years in product management, including time owning an AI, conversational or messaging product — ideally one you took from a single channel to something broader.
• You own the plan and the calls that come with it. You've built roadmaps grounded in impact and effort, negotiated scope against capacity, and delivered on the dates you set.
• Technical fluency with LLM products: prompt engineering, intent and retrieval systems, knowledge bases, evals, data flows and API integrations — enough to hold your own in an architecture discussion.
• Data fluency: you define how success will be measured before launch, and you use what comes back to improve the product.
• Stakeholder management: experience aligning senior stakeholders across product, engineering and operations, while staying close to the frontline teams your product serves.
• Strong written craft: you can set and hold a tone-of-voice standard for brand-aligned conversational content that is warm, empathetic and clear.
• Language: Native-level English, German a plus.
• Location: Based in Germany, with flexibility for remote work or an office base in Berlin.
• The role involves occasional travel to experience and align AI interactions across Numa properties.
• Hospitality or travel experience is a plus, not a requirement.