(Senior) Product Manager – Conversational AI
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ABOUT THE ROLE
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.
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.
Key Results
Conversational Excellence: Achieve 95% accuracy in intent recognition and response relevance across all conversational channels, enhancing guest satisfaction
Guest Satisfaction: Attain a CSAT score of 90 for AI-driven guest interactions and an NPS of 90 for interactions via WhatsApp and chat channels
Co-pilot Efficiency: Achieve a 90 NPS and maintain over 95% information accuracy for our agent and on-site team co-pilots
Escalation Efficiency: Develop streamlined escalation protocols with seamless hand-offs, maintaining an escalation rate of 20% across all channels
Scalability & Accuracy: 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
Continuous Improvement: Regularly optimize chatbot performance based on guest feedback and data analytics, consistently enhancing quality and guest satisfaction
Objectives & Responsibilities
Cross-Functional Collaboration and Leadership
Partner with product, engineering, and operational teams to align conversational strategies with broader company objectives
Act as the key expert on conversational AI, influencing and coordinating efforts across departments
Design Scalable, Modular Conversational Flows
Develop sophisticated and adaptable conversational structures leveraging Large Language Models (LLMs) for seamless guest interaction across email, WhatsApp, voice, and other relevant channels
Design conversation logic to meet diverse guest needs, balancing automation with personalized interactions, especially considering hospitality's inherently emotional context
Integrate knowledge base resources into our co-pilot tools, effectively supporting our on-site teams and guest experience agents
Set and Uphold Communication Standards
Establish clear, metric-driven success measures for quality and efficiency
Define and enforce standards for tone, style, and engagement to ensure conversational responses emotionally resonate and align with Numa's brand identity
Continuously refine conversational content, ensuring interactions remain purposeful, empathetic, warm, and digitally memorable
Strategize Effective Escalation Protocols
Design intelligent systems for seamless transitions from chatbots to live agents, minimizing friction and optimizing guest satisfaction
Establish clear escalation triggers and protocols that preserve context and enable rapid resolution
Mentorship and Team Development
Mentor a dedicated team focused on conversation design and AI implementation, fostering a culture of excellence, empathy, and innovation
ABOUT YOU
Proven Experience in Conversational Design: You have experience structuring, designing, and optimizing complex conversational dialogues across chat and voice channels, with strong skills in natural language processing, AI-driven intent systems, data analysis, and initiative planning
Experience with creating knowledge base for guest facing interactions and for agent co-pilot
Technical Acumen in AI Chat Systems: You have a solid understanding of data flows, databases, and API integrations to support scalable and reliable AI systems
Expertise in Copywriting and Communication: Native speaking German or English. Skilled in crafting engaging, brand-aligned conversational content that is warm, empathetic, and clear
Prompt Engineering Experience: Comfortable experimenting with and finetuning AI prompts, with a portfolio of examples demonstrating your capability
Data-Driven Mindset: Adept at using analytics to improve conversation flows, response accuracy, and guest satisfaction
Leadership and Collaboration: Skilled in team management and crossfunctional collaboration, you bring experience guiding teams and working alongside product, engineering, and customer service to unify goals
Based in Germany, with flexibility for remote work or an office base in Berlin
Native speaking German or English
This role involves occasional travel to experience and align AI interactions across Numa properties
About the job
(Senior) Product Manager – Conversational AI
To see similar active jobs please follow this link: Remote Management jobs
ABOUT THE ROLE
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.
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.
Key Results
Conversational Excellence: Achieve 95% accuracy in intent recognition and response relevance across all conversational channels, enhancing guest satisfaction
Guest Satisfaction: Attain a CSAT score of 90 for AI-driven guest interactions and an NPS of 90 for interactions via WhatsApp and chat channels
Co-pilot Efficiency: Achieve a 90 NPS and maintain over 95% information accuracy for our agent and on-site team co-pilots
Escalation Efficiency: Develop streamlined escalation protocols with seamless hand-offs, maintaining an escalation rate of 20% across all channels
Scalability & Accuracy: 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
Continuous Improvement: Regularly optimize chatbot performance based on guest feedback and data analytics, consistently enhancing quality and guest satisfaction
Objectives & Responsibilities
Cross-Functional Collaboration and Leadership
Partner with product, engineering, and operational teams to align conversational strategies with broader company objectives
Act as the key expert on conversational AI, influencing and coordinating efforts across departments
Design Scalable, Modular Conversational Flows
Develop sophisticated and adaptable conversational structures leveraging Large Language Models (LLMs) for seamless guest interaction across email, WhatsApp, voice, and other relevant channels
Design conversation logic to meet diverse guest needs, balancing automation with personalized interactions, especially considering hospitality's inherently emotional context
Integrate knowledge base resources into our co-pilot tools, effectively supporting our on-site teams and guest experience agents
Set and Uphold Communication Standards
Establish clear, metric-driven success measures for quality and efficiency
Define and enforce standards for tone, style, and engagement to ensure conversational responses emotionally resonate and align with Numa's brand identity
Continuously refine conversational content, ensuring interactions remain purposeful, empathetic, warm, and digitally memorable
Strategize Effective Escalation Protocols
Design intelligent systems for seamless transitions from chatbots to live agents, minimizing friction and optimizing guest satisfaction
Establish clear escalation triggers and protocols that preserve context and enable rapid resolution
Mentorship and Team Development
Mentor a dedicated team focused on conversation design and AI implementation, fostering a culture of excellence, empathy, and innovation
ABOUT YOU
Proven Experience in Conversational Design: You have experience structuring, designing, and optimizing complex conversational dialogues across chat and voice channels, with strong skills in natural language processing, AI-driven intent systems, data analysis, and initiative planning
Experience with creating knowledge base for guest facing interactions and for agent co-pilot
Technical Acumen in AI Chat Systems: You have a solid understanding of data flows, databases, and API integrations to support scalable and reliable AI systems
Expertise in Copywriting and Communication: Native speaking German or English. Skilled in crafting engaging, brand-aligned conversational content that is warm, empathetic, and clear
Prompt Engineering Experience: Comfortable experimenting with and finetuning AI prompts, with a portfolio of examples demonstrating your capability
Data-Driven Mindset: Adept at using analytics to improve conversation flows, response accuracy, and guest satisfaction
Leadership and Collaboration: Skilled in team management and crossfunctional collaboration, you bring experience guiding teams and working alongside product, engineering, and customer service to unify goals
Based in Germany, with flexibility for remote work or an office base in Berlin
Native speaking German or English
This role involves occasional travel to experience and align AI interactions across Numa properties