Principal Product Manager – Conversational AI

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Hopper

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

📦 Logistics

✈️ Travel

💰 $96M Venture Round on 2022-11

Hospitality • Logistics • Travel

Hopper is a travel booking platform that offers a one-stop solution for planning trips, including flights, hotels, rental cars, and homes. The platform features advanced options such as price prediction, disruption assistance, and the Price Freeze™ feature, allowing travelers to secure deals and manage changes conveniently. Hopper is known for its mobile app availability on iOS and Android, providing a streamlined experience for its users. It serves millions of travelers worldwide, offering VIP support and various affiliate programs for partners.

📋 Description

• Own the roadmap for the customer-facing conversational agent across chat and voice, from intent coverage and conversation design to partner-embedded interfaces • Engage enterprise partners through discovery, requirement shaping, and launch decisions • Translate partner requests into product choices supporting one product across many partners • Partner with Partner Solutions on implementation and onboarding • Drive daily design work in Figma, producing flows and wireframes and partnering on high-fidelity and production assets • Build working prototypes using AI coding tools to test conversation flows and interface ideas • Define and defend quality bars covering resolution rate, containment, escalation correctness, and conversation quality • Specify agent behavior including resolution, tone, escalation policy, guardrails, and edge cases • Iterate from production conversation data • Collaborate with GTM, Partner Solutions, and Success teams and incorporate field learnings into the roadmap

🎯 Requirements

• 8+ years of product management experience • Principal- or lead-level ownership of a customer-facing product • Conversational AI, customer experience automation, or an adjacent space strongly preferred • Design fluency and comfort manipulating design files and producing flows and basic mocks independently in Figma • Experience operating as a de facto design lead on a lean team • Ability to write enough code to build a working prototype without waiting on an engineer • Experience using AI coding tools • Hands-on front-end experience building or shipping web front ends • Ability to engage engineers credibly • Deep partner-facing experience with enterprise clients • Experience shaping product requirements and launch decisions at the product level • Data-driven approach grounded in customer service and automation metrics, including resolution, containment, CSAT, and escalation quality • Working familiarity with LLM-based products, prompt and behavior design, AI quality practices, and failure modes

🏖️ Benefits

• Competitive salary • Pre-IPO equity packages • Employee premiums covered for private medical and dental coverage • Private life and accident coverage • Generous parental leave, much above industry standards • Access to co-working space on demand through FlexDesk • Work-from-home stipend • Unlimited PTO • Monthly cash allowance for gym memberships • Monthly cash allowance to cover home office expenses • Carrot Cash travel stipend • Open communication with management and company leadership • Small, dynamic teams with massive impact