Posted at: 7 May

(Senior) Product Manager – Conversational AI

Company

Numa

Numa is a hospitality company specializing in AI-driven solutions for enhancing digital guest interactions, headquartered in Germany and targeting the European travel market.

Remote Hiring Policy:

Numa offers flexibility for remote work, with team members based in various locations, including Germany, and the option for an office base in Berlin.

Job Type

Full-time

Allowed Applicant Locations

Germany

Apply Here

Job Description

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

Apply Here