Principal Product Manager- Conversational AI

About the Role 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. Voice carries its own product problems, from latency and turn-taking to escalation timing when a human is on the line, and this role owns both surfaces with equal depth. 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.What would your day-to-day look likeOwn 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 websitesSet the product bar for voice specifically, covering latency, turn-taking, barge-in handling, localization, realtime voice and ASR/TTS quality, since a caller's tolerance for a bad interaction is lower than a chat user'sEngage enterprise partners through discovery, requirement shaping, and launch decisions, translating partner asks into product choices that keep one product serving many partnersPartner with Partner Solutions on implementation and onboardingDrive design daily, working hands-on in Figma to produce flows and wireframes, and partner with design on high-fidelity and production assetsBuild working prototypes using AI coding tools where they beat a written spec, to test conversation flows and interface ideasDefine and defend quality bars with the evaluation team, covering resolution rate, containment, escalation correctness, and conversation quality across both chat and voiceSpecify agent behavior in detail, including resolution, tone, escalation policy, guardrails, and edge cases, and iterate from production conversation dataStay close to GTM, Partner Solutions, and Success teams, feeding what the field learns back into the roadmapAn ideal candidate has8+ years of product management experience, including principal or lead-level ownership of a customer-facing product, with direct experience shipping voice-based conversational products such as IVR, voice bots, or contact center voice automationHands-on ownership of a production voice product, not only chat or text-based conversational AI, with working knowledge of ASR/TTS tradeoffs, latency budgets, and turn-taking or barge-in design. This is a required skillset 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 teamThe 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 buildHands-on front-end experience, having built or shipped web front ends and able to engage engineers crediblyDeep partner-facing experience with enterprise clients, ideally in regulated industries, shaping requirements and launch decisions at the product levelA data-driven approach grounded in customer service and automation metrics, including resolution, containment, CSAT, and escalation qualityWorking familiarity with LLM-based products, including prompt and behavior design, AI quality practices, and their failure modesPerks and benefits of working with usWell-funded and proven startup with large ambitions, competitive salary and the upsides of pre-IPO equity packagesUnlimited PTOCarrot Cash travel stipendAccess to co-working space on demand through FlexDesk and a work-from-home stipendPlease ask us about our very generous parental leave, much above industry standardsEntrepreneurial culture where pushing limits and taking risks is everyday businessOpen communication with management and company leadershipSmall, dynamic teams with massive impact100% employer paid Medical, Dental and Vision coverage for employeesAccess to Disability and Life insuranceHealth Reimbursement Account (HRA)DCA/FSA and access to a 401k planAbout HopperAt Hopper, we are on a mission to become the leading travel platform globally, powering Hopper's mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions, helping people travel better and save more on their trips.The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers, with 70% of its users being Gen Z and millennials.While many know us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we've grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world's largest brands.Through HTS, our B2B division, the company supercharges its partners' direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.Here are just a few stats that demonstrate the company's recent growth: billions of dollars worth of travel and travel fintech are sold through Hopper and HTS's channels every year. Our fintech products, including Cancel for Any Reason and Flight Disruption Assistance, have exceptionally strong CSAT because the terms are always clear and customers receive instant, no-questions-asked resolutions. Almost 30% of our app customers purchase at least one fintech product when making a booking, and consumers are 1.6x more likely to repurchase if they add fintech to their booking versus booking travel alone.Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business. Through HTS, any travel provider, including airlines, hotels, banks, and travel agencies, can integrate and seamlessly distribute Hopper's fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines and many more.Hopper has been named the #1 most innovative company in travel by Fast Company. Hopper has been downloaded over 120 million times and continues to see millions of new installs each month. Hopper is now the #3 largest online travel agency in North America, and 70% of our app customers are Gen Z and millennial travelers.Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials.Come take off with us!#LI-RemoteThis role utilizes automated decision-making systems to assess candidate suitability. Under local regulations, you have the right to understand the principal factors used in this assessment, request a correction of your data, or request a human review of any automated decision. Compensation Range: $200K - $250KLocationNew York - Remote; Chicago - Remote; Washington D.C. - RemoteEmployment TypeFull timeLocation TypeRemoteDepartmentServiceCompensationPrincipal Product Manager (L6)The annual total compensation for this position ranges from $250,000 to $300,000 USD. Base salary will be determined by candidates' relevant qualifications, knowledge, skills and work experience. Total compensation will include base salary and equity (options), other potential incentives as per the "perks and benefits" section. $200K – $250K • Offers EquityCompensation will be determined by candidates' relevant qualifications, knowledge, skills and work experience. Total compensation will include a solid base salary and will also include equity (options / RSUs), sign-on bonus and other potential incentives.