Product manager for guest communications and AI

Hey there! We’re Numa, a forward-thinking hospitality brand redefining how people discover cities. We create spaces where simplicity meets innovation, offering thoughtfully designed rooms, studios, and apartments in the heart of Europe’s most vibrant neighbourhoods.

• 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
• 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.
• 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.
• 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.
• 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
• Attain a CSAT score of 90 for AI-driven guest interactions across all supported channels.
• ≥95% accuracy in intent recognition and response relevance, measured through a standing eval process.
• Streamlined protocols with seamless hand-offs, keeping the escalation rate at or below 20% across all channels.
• Achieve and maintain over 95% information accuracy for our Guest Experience co-pilot.
• 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.

• 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.
• Native-level English
• Будет плюсом: German a plus; Hospitality or travel experience is a plus, not a requirement

• Thrive in a fast-paced, collaborative environment where your ideas help shape our future.
• Enjoy opportunities for professional growth and build a fulfilling career path.
• Immerse yourself in the Numa lifestyle with a complimentary stay.
• Share the love with friends and family through exclusive discounts on our stylish apartments.
• Connect with a global community of colleagues at our inspiring team-building events.