The posting
Job description
Thousands of holidaymakers pass through RMS every day, from the first message before arrival to the booking for next summer. Our first modern guest portal is close to release, and AI is about to change what it can do. You’d decide what it becomes.
The opportunity RMS is about to release a React-based guest portal with a fresh look and familiar functionality. That's the starting line. Next come pre-check-in, smarter upsells, direct rebooking, and AI that answers guest questions and personalises offers. If you like roles where the answer hasn't already been decided for you, you'll probably enjoy this one.
Why you'll enjoy this role You own the guest experience end to end. AI is in the product and how you work. Results are measurable.
What you'll take on
- Shape what comes next across the post-booking journey: pre-stay, check-in, upsell, in-stay and post-stay.
- Turn AI opportunities into features guests and properties trust, with clear thinking on accuracy, privacy and oversight.
- Prototype early with AI tools, test with guests and properties, and work with engineers to ship fast.
- Track reviews and repeat stays for guests, and upsell revenue and time saved for properties.
- Launch with sales, marketing, onboarding and support so properties adopt what you build.
- Mentor fellow product managers and help set the pace for how the team uses AI.
The team you'll join You'll join the Guest Experience product team in our AI & Portals domain, reporting to the Product Director and working daily with engineering, design and data.
What you'll bring
- Experience in product management, owning products from strategy to adoption, not just shipping features.
- Daily, hands-on use of AI tools for research, prototyping and analysis, ideally on an AI-led product.
- Enough technical understanding to work through trade-offs with engineers and prototype ideas yourself.
- Commercial judgement, using data before launch to shape what gets built and after to improve it.
- Consumer product experience, ideally B2C or B2B2C, with a funnel such as checkout or purchase. You use data before launch to shape what gets built and after to improve conversion.
- A record of influencing stakeholders without authority and bringing go-to-market teams along on launches.
How we work We've designed different ways of working because not every role, team or location needs the same setup. Across RMS, every role sits within one of our work modes. It's a flexible, multi-modal framework: trust-based, role-driven and outcomes-focused. Every mode includes meaningful flexibility and remote working, alongside clear expectations about how we stay connected as a global team.
For this role, you'll work within our Metro-Anchored mode, based within commuting distance of our Melbourne office, with around one day a week in the office and the expectation you can come together with the team in person when it matters.
AI is also becoming part of how we work across RMS. We expect everyone to build a level of AI fluency relevant to their role, using the technology thoughtfully to improve how they work, solve problems and create better outcomes. What that looks like will vary by role, and it will continue to evolve as we do.
Life at RMS RMS is a global hospitality technology company helping operators run better businesses and create better experiences for their guests. We're ambitious about where the product and business are going, and the way we work continues to evolve alongside them.
A few things worth knowing:
- We value ownership. You'll have room to make decisions, and we expect people to take responsibility for moving things forward.
- Not everything comes with a playbook. We're continuing to improve our products, processes and ways of working. You'll sometimes need to create clarity rather than wait for it.
- We stay curious. Whether it's AI, new technology or simply a better way of solving an old problem, we want people who are willing to experiment, learn and share what works.
- We're global. You'll work with people, customers and partners across multiple regions, so thoughtful communication and collaboration matter.
- We care about outcomes. Ideas are valuable, but turning them into something that improves the experience for our customers, our teams or our business is what really counts.
And you can be yourself here. We're an equal opportunities employer, made up of people with different backgrounds, experiences, personalities and perspectives. That mix makes better ideas and better products for customers all over the world, and it means there isn't one type of person who fits at RMS.
Our values are simple: Committed to customer. Honest words, trusted actions. Push boundaries, stay curious. Own it, make it happen.
What's in it for you Alongside meaningful ownership, flexible ways of working and the opportunity to contribute to a global SaaS business, everyone at RMS has access to benefits designed to support their development and wellbeing.
Our global benefits include:
- Learning platform with thousands of tailored learning pathways to support your own development plan.
- Employee Assistance Program: free, confidential support for you and your family, whenever you need it.
- Rise, our annual kick-off event that brings the whole of RMS together to connect, celebrate and set up the year ahead.
- Years of Service awards, social events and RMS swag, because the moments between the work matter too.
In Australia, you'll also get:
- Up to 25 days annual leave, including up to 5 extra paid days gifted by RMS over the Christmas/New Year shutdown, matched day for day with your own leave.
- Access to novated leasing, a tax-effective way to package a vehicle of your choice.
- Melbourne office vibes: table tennis, a well stocked kitchen, Toasty Tuesdays (who doesn't love a toastie?), monthly themed lunches and regular team social events.
