8+ years in product management with emphasis on customer-facing products
Fluency in design tools like Figma for prototyping and flow creation
Experience in coding to build prototypes independently
Hands-on front-end development experience
Strong partner-facing experience in enterprise sectors
Data-driven mindset with a focus on customer service metrics
Familiarity with LLM-based AI products and design practices
Responsibilities
Own and manage the roadmap for the AI conversational agent
Engage with enterprise partners for requirement shaping and product decisions
Collaborate on implementation and onboarding with Partner Solutions
Direct design work using Figma for flows and wireframes
Prototype conversation flows using AI tools to test designs
Define quality standards for conversation outcomes and escalate policies
Iterate on agent behavior based on conversation data and insights
Benefits
Unlimited PTO
Carrot Cash travel stipend
Access to co-working space and WFH reimbursement
Generous parental leave policy
Dynamic startup environment promoting innovation
Open communication with leadership
Impactful roles in small teams
100% employer-paid health coverage including Dental and Vision
Access to Disability and Life insurance
401k plan options available
Full Job Description
About the Role HTS Assist is Hopper's agentic AI assistant for travel, resolving real customer issues like flight changes, cancellations, refunds, and bookings over chat and voice for some of the largest travel brands and enterprises in the world. As Principal Product Manager, you will own the customer-facing agent end to end: the conversations, the interface, and the experience our partners put in front of millions of travelers. This is a deliberately design-leaning role, and you will be the day-to-day design decision-maker, shaping flows and interfaces directly in close partnership with partner design teams and our in-house designer.
What would your day-to-day look like
Own the roadmap for the customer-facing conversational agent across chat and voice, from intent coverage and conversation design to the interfaces partners embed in their apps and websites
Engage enterprise partners through discovery, requirement shaping, and launch decisions, translating partner asks into product choices that keep one product serving many partners
Partner with Partner Solutions on implementation and onboarding
Drive design daily, working hands-on in Figma to produce flows and wireframes, and partner with design on high-fidelity and production assets
Build working prototypes using AI coding tools where they beat a written spec, to test conversation flows and interface ideas
Define and defend quality bars with the evaluation team, covering resolution rate, containment, escalation correctness, and conversation quality
Specify agent behavior in detail, including resolution, tone, escalation policy, guardrails, and edge cases, and iterate from production conversation data
Stay close to GTM, Partner Solutions, and Success teams, feeding what the field learns back into the roadmap
An ideal candidate has
8+ years of product management experience, including principal or lead-level ownership of a customer-facing product, with conversational AI, customer experience automation, or an adjacent space strongly preferred
Design fluency, comfortable manipulating design files and producing flows and basic mocks solo in Figma, having operated as a de facto design lead on a lean team
The ability to write enough code to get a prototype working without waiting on an engineer, treating AI tools as a normal part of how they build
Hands-on front-end experience, having built or shipped web front ends and able to engage engineers credibly
Deep partner-facing experience with enterprise clients, ideally in regulated industries, shaping requirements and launch decisions at the product level
A data-driven approach grounded in customer service and automation metrics, including resolution, containment, CSAT, and escalation quality
Working familiarity with LLM-based products, including prompt and behavior design, AI quality practices, and their failure modes
Perks and benefits of working with us
Well-funded and proven startup with large ambitions, competitive salary and the upsides of pre-IPO equity packages
Unlimited PTO
Carrot Cash travel stipend
Access to co-working space on demand through FlexDesk and a work-from-home stipend
Please ask us about our very generous parental leave, much above industry standards
Entrepreneurial culture where pushing limits and taking risks is everyday business
Open communication with management and company leadership
Small, dynamic teams with massive impact
100% employer paid Medical, Dental and Vision coverage for employees
Access to Disability and Life insurance
Health Reimbursement Account (HRA)
DCA/FSA and access to a 401k plan
About Hopper
Hopper is a travel booking app that uses big data to predict and analyze airfare and accommodations. The app provides personalized recommendations and alerts users when prices are expected to rise or fall. Hopper was founded in 2007 and is headquartered in Montreal, Canada. The company has raised over $400 million in funding and has been recognized as one of the most innovative companies in travel.
