Lead Product Manager, Conversational AI Travel

Hopper; New York (NY); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

Unlimited PTO

Carrot Cash travel stipend

Work-from-home stipend

Generous parental leave

Employer paid health/dental/vision

Job summary

Hopper invites a Principal Product Manager to own HTS Assist, the customer-facing conversational agent for chat and voice. You’ll shape flows, interfaces, and the end‑to‑end experience in close partnership with partners and in‑house design.

You’ll drive prototyping with AI tools, work hands‑on in design, and align the roadmap with enterprise expectations. You will leverage 8+ years of product leadership, front‑end knowhow, and a data‑driven mindset to deliver measurable improvements in

Qualifications

• 8+ years of product management experience, including principal or lead 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 behaviour 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 embedded interfaces.
• Engage enterprise partners through discovery, requirement shaping, and launch decisions, translating partner asks into scalable product choices.
• Partner with Partner Solutions on implementation and onboarding.
• Drive design daily, working hands-on in Figma to produce flows and wireframes, and collaborate on high-fidelity assets.
• Build working prototypes using AI coding tools 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, iterating from production data.
• Stay close to GTM, Partner Solutions, and Success teams, feeding field learnings back into the roadmap.

Skills

Product management

Design fluency

Prototype via AI tools

Frontend development

Enterprise partner management

Data-driven decision making

LLM-based products knowledge

Tools

Figma

AI coding tools

Web front-ends

Job description

Hopper invites a Principal Product Manager to own HTS Assist, the customer-facing conversational agent for chat and voice. You’ll shape flows, interfaces, and the end‑to‑end experience in close partnership with partners and in‑house design.

You’ll drive prototyping with AI tools, work hands‑on in design, and align the roadmap with enterprise expectations. You will leverage 8+ years of product leadership, front‑end knowhow, and a data‑driven mindset to deliver measurable improvements in