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Turno is the leading operations platform for short-term rental hosts and property managers, serving 150+ teammates across eight countries. The company powers both a SaaS platform and a marketplace of 65,000+ vetted service professionals, automating turnover logistics including scheduling, payments, quality control, and communication.
As Senior Product Manager for Core Experience, you will own the essential workflows that hosts and service providers use daily to run short-term rental operations. This includes task management, checklists, problem reporting, notifications, and operational workflows—the systems that connect how work gets planned, scheduled, communicated, completed, verified, and resolved.
You will spend significant time understanding how hosts and service providers actually work, identifying friction in their routines, and translating those problems into intuitive product experiences. This is a customer-facing product role requiring comfort with technical systems and integrations, but your primary focus is owning and improving the product experiences customers depend on.
Key responsibilities include:
- Owning critical host and service provider workflows end-to-end, setting strategy, roadmap, and execution
- Simplifying multi-step and exception-heavy workflows while preserving the flexibility customers need
- Making trade-offs that keep the marketplace healthy for both supply and demand sides
- Designing for edge cases (substitutions, late arrivals, no-shows, damage reports) with the same rigor as primary flows
- Creating consistency across the product as new products, services, and markets are added
- Leading continuous discovery by translating customer behavior, research, support insights, and product data into clear problem statements
- Prioritizing based on customer and business impact, balancing usability, growth, efficiency, reliability, and platform needs
- Establishing meaningful metrics for adoption, engagement, task completion, reliability, satisfaction, and operational efficiency
- Partnering daily with Engineering and Design to define solutions, prioritize ruthlessly, and release high-quality work
- Communicating clearly, making structured decisions, and bringing stakeholders and leadership along
- Thinking in connected systems and understanding how properties, projects, users, schedules, tasks, payments, and communications interact
- Partnering effectively with Engineering on technical tradeoffs, integrations, data models, and platform constraints
- Building Looker dashboards to track product area health and defining KPIs and instrumentation
- Applying AI pragmatically to reduce customer effort, automate repetitive work, improve quality, or help resolve operational problems
You will work daily with Engineering, Design, Operations, Support, and other Product teams, and will be accountable for customer and business outcomes.
QUALIFICATIONS
Must-have:
- 6+ years of product management in B2B SaaS, marketplaces, operations software, or products with complex customer journeys and multi-sided interactions (supply and demand, buyers and sellers)
- Strong product sense and curiosity grounded in real user understanding; ability to ask "why" until root problems are clear
- Systems thinking: ability to understand how multiple product areas and workflows interact while keeping customer experience coherent
- Data fluency: experience defining KPIs, building instrumentation, and using BI tools to make decisions
- AI experience: ability to leverage AI throughout product tasks and planning
- Strong communication skills to explain complex customer, technical, and operational problems clearly and make thoughtful trade-offs visible
Preferred:
- Experience owning products involving tasks, projects, scheduling, operational workflows, collaboration, or multi-step processes
- Experience with mobile-first products where users complete work while on the go
- Hands-on experience implementing customer engagement solutions such as Braze or Iterable, including lifecycle messaging, push, in-app, and email journeys tied to product events
- Track record of leading a migration from legacy tech stack to modern one paired with UX redesign across web and mobile apps, including sequencing the move, protecting existing users, and measuring impact
