Lead, Conversational AI Product for Enterprise CX

Hopper; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Group insurance (Vitality Health)

Smart Pension

Parental leave

Co-working space on demand

Work-from-home stipend

Travel stipend

Unlimited PTO

Open communication with leadership

Job summary

Hopper is seeking a Principal Product Manager to own the customer-facing conversational agent across chat and voice. You will direct design decisions with partner teams, shaping flows and interfaces embedded in partner apps and websites.

You will lead discovery with enterprise clients, translate needs into product choices, and drive hands-on design in Figma while collaborating with a lean, design-focused team.

Qualifications

• 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

Skills

Product management

Conversational AI

Design fluency

Front-end development

Enterprise partnerships

Data-driven approach

LLM-based products

Figma proficiency

Tools

Figma

Job description

Hopper is seeking a Principal Product Manager to own the customer-facing conversational agent across chat and voice. You will direct design decisions with partner teams, shaping flows and interfaces embedded in partner apps and websites.

You will lead discovery with enterprise clients, translate needs into product choices, and drive hands-on design in Figma while collaborating with a lean, design-focused team.