Principal Product Manager- Conversational AI

Hopper

1d•Remote

About The Position

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.

Requirements

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

Responsibilities

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