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Hopper is seeking a Principal Product Manager to own the customer-facing conversational AI agent (HTS Assist) end-to-end. This role combines product strategy, design leadership, and hands-on execution for an agentic AI assistant that resolves real customer issues—flight changes, cancellations, refunds, bookings—via chat and voice for major travel brands and enterprises serving millions of travelers.
Day-to-day responsibilities include owning the roadmap for the conversational agent across chat and voice channels, from intent coverage and conversation design to embedded interfaces; engaging enterprise partners through discovery and requirement shaping; partnering with Partner Solutions on implementation and onboarding; driving design decisions hands-on in Figma to produce flows and wireframes; building working prototypes using AI coding tools to test conversation flows; defining quality bars with the evaluation team (resolution rate, containment, escalation, conversation quality); specifying agent behavior in detail including resolution, tone, escalation policy, guardrails, and edge cases; and staying close to GTM, Partner Solutions, and Success teams to feed field learnings back into the roadmap.
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. Design fluency is essential—comfort manipulating Figma files and producing flows and mocks independently. Candidates should write enough code to prototype without waiting on engineers, treating AI tools as standard practice. Hands-on front-end experience shipping web products is required, with ability to engage engineers credibly. Deep partner-facing experience with enterprise clients, ideally in regulated industries, is critical. A data-driven approach grounded in customer service and automation metrics (resolution, containment, CSAT, escalation quality) is expected. Working familiarity with LLM-based products, including prompt and behavior design, AI quality practices, and failure modes, is strongly preferred.
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 through Vitality Health, automatic Smart Pension contributions, generous parental leave above industry standards, on-demand co-working through FlexDesk, work-from-home stipend, Carrot Cash travel stipend, and unlimited PTO. The company operates with an entrepreneurial culture emphasizing risk-taking, open communication with leadership, and small dynamic teams with massive impact.
