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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, and bookings—over 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 shaping conversational flows, interfaces, and the end-to-end customer experience across millions of travelers.
Your responsibilities include owning the roadmap for the customer-facing conversational agent across chat and voice channels, from intent coverage and conversation design to the interfaces partners embed in their apps and websites. You will engage enterprise partners through discovery and requirement shaping, translating their asks into product choices that serve multiple partners from a single platform. You'll partner with Partner Solutions on implementation and onboarding, and stay close to GTM, Success, and field teams to feed learnings back into the roadmap.
This role demands hands-on design work: you'll work directly in Figma to produce flows and wireframes, build working prototypes using AI coding tools to test conversation flows and interface ideas, and partner with design teams on high-fidelity assets. You'll define and defend quality bars covering resolution rate, containment, escalation correctness, and conversation quality. You'll specify agent behavior in detail—resolution, tone, escalation policy, guardrails, edge cases—and iterate from production conversation data.
The ideal candidate brings 8+ years of product management experience, including principal or lead-level ownership of a customer-facing product, with strong preference for conversational AI, customer experience automation, or adjacent domains. You should be design-fluent and comfortable manipulating design files and producing flows and mocks solo in Figma, having operated as a de facto design lead on lean teams. You need the ability to write enough code to prototype without waiting on engineers, treating AI tools as a normal part of your workflow. Hands-on front-end experience—having built or shipped web front ends and able to engage engineers credibly—is essential. Deep partner-facing experience with enterprise clients, ideally in regulated industries, is required. You should 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 and behavior design, AI quality practices, and failure modes.
Hopper is a well-funded, proven startup with large ambitions, offering competitive salary and pre-IPO equity packages. Benefits include 100% premium coverage for group insurance, life/disability coverage, HSA, telemedicine access, RRSP with automatic pre-tax withdrawals, generous parental leave, unlimited PTO, travel stipend, and work-from-home support.
