[Remote] Principal Product Manager- Conversational AI

Note: The job is a remote job and is open to candidates in USA. Hopper is a global travel platform and travel technology provider serving consumers and enterprise partners. The Principal Product Manager will own the customer-facing conversational AI agent across chat and voice, driving its roadmap, conversation design, interfaces, quality standards, partner requirements, and production iteration.

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
• Set 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's
• 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 across both chat and voice
• 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

• 8+ 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 automation
• Hands-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 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

Benefits

• Pre-IPO equity packages
• Unlimited PTO
• Carrot Cash travel stipend
• Access to co-working space on demand through FlexDesk
• Work-from-home stipend
• Generous parental leave, much above industry standards
• 100% employer paid Medical, Dental and Vision coverage for employees
• Access to Disability and Life insurance
• Health Reimbursement Account (HRA)
• DCA/FSA
• Access to a 401k plan

Company Overview

Company H1B Sponsorship