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Product Manager - Guest Experience
Remote (Global)•Full-Time
Product Manager to own the guest experience — the entire journey from pre-arrival communication to on-site hospitality to post-event follow-up.
Apply on JobStreetAbout This Role
We're looking for a Product Manager to own the guest experience — the entire journey from pre-arrival communication to on-site hospitality to post-event follow-up.
This is a service design role, not an operations role. You won't be managing a team or delivering events. Instead, you'll design the systems, SOPs, and digital products that enable our teams to deliver world-class guest experiences at scale.
You'll work cross-functionally with:
- CAMs & Inbox Team — who handle guest communication (you train them, build their playbooks)
- Event Production Team — who deliver physical hospitality on-site (you design what they deliver)
- Vendor Team — who contract external services (you define the specs and standards)
- Digital/Tech Team — who build guest-facing tools (you define requirements)
You own the "what" and "how." Others execute.
Key Responsibilities
- • Design the end-to-end guest experience journey
- • Define and own guest experience KPIs
- • Build SOPs, playbooks, and training materials
- • Identify gaps and continuously improve the guest journey
- • Define requirements for guest-facing digital tools (portals, apps, communication systems)
- • Work with tech team to prioritize and ship features
- • Roll out new tools and train teams on adoption
- • Train CAMs and Inbox team on guest communication standards
- • Define service specs for Vendor team to contract against
- • Design hospitality experiences for Event Production to deliver
- • Monitor guest feedback and satisfaction metrics
- • Run experiments to test new hospitality approaches
- • Turn successful experiments into standard operating procedures
Requirements
- • Have 2-3+ years experience in tech, travel, or hospitality (or some combination)
- • Think in systems, not just tasks
- • Love building playbooks and processes that scale
- • Can influence without authority — you get buy-in, not give orders
- • Are energized by cross-functional collaboration
- • Have strong opinions on what great guest experiences look like
- • Are comfortable with ambiguity and building from scratch
- • Bonus: Experience with weddings, events, or luxury hospitality
What We Offer
- • A high-autonomy role shaping guest experience at Bali's leading wedding tech company
- • Work alongside a visionary founder and a strong, growing leadership team
- • Opportunity to build systems from zero that will serve thousands of guests
- • Continuous learning in AI-powered tools, service design, and product management
- • Competitive net salary with room to grow
- • Remote working arrangement