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Hopper is seeking a Principal Product Manager for Conversational AI to lead HTS Assist, an agentic AI assistant that resolves real customer travel problems—flight changes, cancellations, refunds, and bookings—via chat and voice for major travel brands worldwide.
In this role, you will own the end-to-end customer-facing conversational agent, including conversation design, interface, and user experience delivered to millions of travelers through partner platforms. This is a design-forward position where you'll be the daily decision-maker on design, directly shaping conversation flows and interfaces in close collaboration with partner design teams and internal designers.
Key responsibilities include:
- Owning the conversational agent roadmap across chat and voice, from intent coverage and conversation design to partner-integrated interfaces
- Collaborating with enterprise partners from discovery through requirements definition to launch, translating their needs into product decisions
- Working with partner solutions teams on implementation and integration
- Driving design daily, working directly in Figma to produce flows and wireframes
- Creating functional prototypes using AI coding tools when more efficient than written specs
- Defining and defending quality thresholds with evaluation teams (resolution rate, containment rate, escalation accuracy, conversation quality)
- Detailing agent behavior including resolution logic, tone, escalation policy, guardrails, and edge cases
- Staying close to go-to-market, partner solutions, and customer success teams to feed field learnings back into the roadmap
Ideal candidate has 8+ years of product management experience, including principal or lead product management of a customer-facing product, ideally in conversational AI or customer experience automation. You are comfortable with design tools (Figma), capable of writing enough code to prototype without developer support, have hands-on front-end development experience, deep enterprise partnership experience (ideally regulated industries), a data-driven approach anchored in customer service and automation metrics, and practical knowledge of LLM-based products.
Hopper is a well-funded, proven startup with significant ambitions, offering competitive salary, pre-IPO equity, 100% coverage of group insurance premiums, life/disability insurance, health spending account, telemedicine access, RRSP matching, generous parental leave, unlimited vacation, travel allowance, coworking access, and a dynamic entrepreneurial culture with direct leadership communication.
