Principal Product Manager- Conversational AI

The role

You will own the customer-facing agent end to end, including conversations, interfaces, and the experience for partners. 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
• upsides of pre-IPO equity packages
• Hopper covers the cost of employee premiums for private medical and dental coverage
• private life and accident coverage
• generous parental leave
• Access to co-working space on demand through FlexDesk
• work-from-home stipend
• Unlimited PTO
• monthly cash allowance for gym memberships and home office expenses
• Carrot Cash travel stipend

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.