(Senior) Product Manager – Conversational AI (m/f/d)

<h3>ABOUT NUMA</h3> <p><span>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.<br/></span><span>We’re not just transforming the guest experience—we’re revolutionizing the hospitality industry from the inside out. Our cutting-edge technology streamlines operations, delivering unparalleled value with no hidden fees—just real, quality experiences.<br/></span><span>At Numa, we believe that travel should be curious and authentic, and we bring those same values to our work culture. As part of our team, you’ll experience a dynamic and supportive environment where creativity thrives, and your contributions make a real impact. We’re committed to fostering a diverse, inclusive, and equitable workplace where every voice is valued, and different perspectives fuel our innovation.</span></p><h3><strong>ABOUT THE ROLE </strong></h3> <p>Your mission is to craft and lead Numa's conversational AI experience, setting a new benchmark in digital guest interactions. We're looking for a (Senior) Product Manager – Conversational AI who can elevate the architecture and flows of our AI-driven conversational solutions, ensuring that every digital touchpoint is emotionally engaging, efficient, embodies Numa's commitment to personalized guest care and empowers our teams to perform at their best.</p> <p>You'll take charge of the strategic design and continuous improvement of our conversational flows across text and voice channels for our guests, guest experience agents, and on-site teams. Within a dedicated team, you'll drive the development of scalable, sophisticated conversational frameworks, collaborating with cross-functional teams to ensure that our digital interactions are as thoughtful and impactful as our guests deserve.</p> <p><strong>Key Results</strong></p> <ul> <li><strong>Conversational Excellence:</strong> Achieve 95% accuracy in intent recognition and response relevance across all conversational channels, enhancing guest satisfaction</li> <li><strong>Guest Satisfaction:</strong> Attain a CSAT score of 90 for AI-driven guest interactions and an NPS of 90 for interactions via WhatsApp and chat channels</li> <li><strong>Co-pilot Efficiency:</strong> Achieve a 90 NPS and maintain over 95% information accuracy for our agent and on-site team co-pilots</li> <li><strong>Escalation Efficiency:</strong> Develop streamlined escalation protocols with seamless hand-offs, maintaining an escalation rate of 20% across all channels</li> <li><strong>Scalability &amp; Accuracy:</strong> Implement modular, adaptable processes for information management and conversational flows, ensuring scalability to new languages and communication channels while maintaining 99.9% information accuracy in an environment of constantly growing and evolving product information</li> <li><strong>Continuous Improvement:</strong> Regularly optimize chatbot performance based on guest feedback and data analytics, consistently enhancing quality and guest satisfaction</li> </ul> <p><strong>Objectives &amp; Responsibilities</strong></p> <ul> <li><strong>Cross-Functional Collaboration and Leadership</strong> <ul> <li>Partner with product, engineering, and operational teams to align conversational strategies with broader company objectives</li> <li>Act as the key expert on conversational AI, influencing and coordinating efforts across departments</li> </ul> </li> <li><strong>Design Scalable, Modular Conversational Flows</strong> <ul> <li>Develop sophisticated and adaptable conversational structures leveraging Large Language Models (LLMs) for seamless guest interaction across email, WhatsApp, voice, and other relevant channels</li> <li>Design conversation logic to meet diverse guest needs, balancing automation with personalized interactions, especially considering hospitality's inherently emotional context</li> <li>Integrate knowledge base resources into our co-pilot tools, effectively supporting our on-site teams and guest experience agents</li> </ul> </li> <li><strong>Set and Uphold Communication Standards</strong> <ul> <li>Establish clear, metric-driven success measures for quality and efficiency</li> <li>Define and enforce standards for tone, style, and engagement to ensure conversational responses emotionally resonate and align with Numa's brand identity</li> <li>Continuously refine conversational content, ensuring interactions remain purposeful, empathetic, warm, and digitally memorable</li> </ul> </li> <li><strong>Strategize Effective Escalation Protocols</strong> <ul> <li>Design intelligent systems for seamless transitions from chatbots to live agents, minimizing friction and optimizing guest satisfaction</li> <li>Establish clear escalation triggers and protocols that preserve context and enable rapid resolution</li> </ul> </li> <li><strong>Mentorship