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Hopper is seeking a Principal Product Manager to own HTS Assist, an agentic AI assistant that resolves real customer issues—flight changes, cancellations, refunds, bookings—via chat and voice for major travel brands and enterprises worldwide. This is a design-forward role where you will be the day-to-day decision-maker for the customer-facing conversational agent, shaping flows, interfaces, and experiences deployed across millions of travelers.
Your responsibilities include owning the roadmap for the conversational agent across chat and voice channels, from intent coverage and conversation design to partner-embedded interfaces. You will engage enterprise partners through discovery and requirement shaping, translating their needs into product decisions that serve multiple partners from a single platform. You'll partner closely with Partner Solutions on implementation and onboarding, and stay connected to GTM, Success, and field teams to feed market learnings back into the roadmap.
This role is deliberately hands-on: you will drive design daily in Figma, producing flows and wireframes; build working prototypes using AI coding tools to test conversation flows; define and defend quality bars around resolution rate, containment, escalation correctness, and conversation quality; and specify agent behavior in detail, including resolution, tone, escalation policy, guardrails, and edge cases, iterating from production data.
Ideal candidates bring 8+ years of product management experience with principal or lead-level ownership of customer-facing products, preferably in conversational AI, customer experience automation, or adjacent spaces. You should be design-fluent and comfortable manipulating Figma files solo, have hands-on front-end experience with web shipping, and be able to write enough code to prototype without waiting on engineers. Deep partner-facing experience with enterprise clients in regulated industries is strongly preferred. You'll be data-driven, grounded in customer service and automation metrics (resolution, containment, CSAT, escalation quality), and have working familiarity with LLM-based products, including prompt design, AI quality practices, and failure modes.
Hopper is a well-funded, proven startup with large ambitions, offering competitive salary, pre-IPO equity, unlimited PTO, travel stipends, generous parental leave, and 100% employer-paid medical, dental, and vision coverage.
