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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 globally. This is a design-leaning, hands-on role where you will be the day-to-day decision-maker for the customer-facing conversational agent, shaping flows, interfaces, and experience 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 partner needs 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 execution: you'll work directly in Figma to produce flows and wireframes, build working prototypes using AI coding tools to test conversation flows, and define 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.
Ideal candidates bring 8+ years of product management experience, including principal or lead-level ownership of customer-facing products, with strong preference for conversational AI, customer experience automation, or adjacent spaces. You should be design-fluent, comfortable manipulating Figma files and producing flows and mocks solo, and able to write enough code to prototype without waiting on engineers. Hands-on front-end experience, deep enterprise partner-facing expertise (ideally in regulated industries), and working familiarity with LLM-based products, prompt design, and AI quality practices are essential. A data-driven approach grounded in customer service and automation metrics (resolution, containment, CSAT, escalation quality) is required.
Hopper is a well-funded, proven startup with large ambitions, offering competitive salary, pre-IPO equity, comprehensive medical and dental coverage, private life and accident coverage, generous parental leave, unlimited PTO, co-working space access, work-from-home stipend, monthly gym and home office allowance, and Carrot Cash travel stipend. The company operates with an entrepreneurial culture emphasizing risk-taking and open communication, with small dynamic teams driving massive impact.
