Principal Product Manager- Conversational AI

The role

You will own the customer-facing agent end to end, including conversations, interfaces, and the experience for millions of travelers. You will manage the roadmap for conversational agents across chat and voice surfaces.

What you will do

• Own the roadmap for the customer-facing conversational agent across chat and voice
• Set the product bar for voice including latency, turn-taking, and ASR/TTS quality
• Engage enterprise partners through discovery, requirement shaping, and launch decisions
• Partner with Partner Solutions on implementation and onboarding
• Drive design daily by producing flows and wireframes in Figma
• Build working prototypes using AI coding tools
• Define and defend quality bars with the evaluation team
• Specify agent behavior including resolution, tone, and escalation policy
• Feed field learnings back into the roadmap

Required qualifications

• 8+ years of product management experience
• Principal or lead-level ownership of a customer-facing product
• Direct experience shipping voice-based conversational products such as IVR, voice bots, or contact center voice automation
• Hands-on ownership of a production voice product
• Working knowledge of ASR/TTS tradeoffs, latency budgets, and turn-taking or barge-in design
• Design fluency with ability to produce flows and basic mocks in Figma
• Ability to write enough code to get a prototype working
• Hands-on front-end experience
• Deep partner-facing experience with enterprise clients
• Data-driven approach using customer service and automation metrics
• Working familiarity with LLM-based products

Nice to have

• experience in regulated industries

Benefits

• competitive salary
• pre-IPO equity packages
• Unlimited PTO
• Carrot Cash travel stipend
• Access to co-working space on demand through FlexDesk
• work-from-home stipend
• generous parental leave
• 100% employer paid Medical, Dental and Vision coverage
• Access to Disability and Life insurance
• Health Reimbursement Account (HRA)
• DCA/FSA
• access to a 401k plan

Before you apply

• This role utilizes automated decision-making systems to assess candidate suitability

About the company

Hopper is a travel platform powering its mobile app, website and B2B business, HTS. It leverages data and machine learning to provide travel agency offerings and fintech products.