ABOUT NUMA 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. 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. 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. 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 OUR OFFER Empower your career: 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. Experience our brand: 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. Employee Benefits Platform: Enjoy flexible spending with our monthly topped-up benefit platform, redeemable at various shops, restaurants and more across Europe. Numa values the diversity of the people it hires and serves. Diversity at our company means fostering a workplace in which individual differences are recognised, appreciated, respected and responded to in ways that fully develop and utilise each person’s talents and strengths. We therefore welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations. For more information on the processing of your personal data, please see our Privacy Notice .