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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 demands hands-on execution: you will drive design daily in Figma, producing flows and wireframes; build working prototypes using AI coding tools to test conversation flows; specify agent behavior in detail (resolution, tone, escalation policy, guardrails, edge cases); and iterate based on production conversation data. You will define and defend quality bars covering resolution rate, containment, escalation correctness, and conversation quality in partnership with the evaluation team.
Ideal candidates bring 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 Figma files solo, producing flows and basic mocks. You can write enough code to prototype without waiting on engineers, treating AI tools as a standard part of your workflow. Hands-on front-end experience—having built or shipped web interfaces—is essential. Deep enterprise partner-facing experience, ideally in regulated industries, is required. You are 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 and pre-IPO equity. Benefits include unlimited PTO, Carrot Cash travel stipend, on-demand co-working access, generous parental leave, 100% employer-paid medical/dental/vision, disability and life insurance, HRA, DCA/FSA, and 401k access.
