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Directeur ou directrice principal(e) de produit, IA conversationnelle// Principal Product Manager- Conversational AI

Hopper· Service
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RemoteFull-timePosted 2mo ago

About the role

Principal Product Manager responsible for Hopper HTS Assist’s customer-facing conversational agent across chat and voice, shaping end-to-end user journeys, interfaces, and partner integrations with a design-led approach. Owns roadmap, design decisions, and collaboration with partner teams to deliver high-quality voice and chat experiences for millions of travelers.

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
  • 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

Qualifications

  • 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
  • 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

Skills

Required:Product management (voice-based/conversational products)Design and prototyping (Figma)Frontend development
Nice to have:AI tools / prototyping with AI

Benefits

  • Well-funded and proven startup with large ambitions, competitive salary and upsides of pre-IPO equity packages
  • Hopper covers 100% of the premiums for the group insurance plan
  • Hopper offers life, short term and long term disability coverage
  • HSA that covers eligible medical and dental expenses
  • Dialogue telemedicine for all employees and dependents
  • RRSP plan with automatic pre-tax withdrawals per pay
  • Generous parental leave
  • Unlimited PTO
  • Carrot Cash travel stipend
  • FlexDesk coworking access and work-from-home stipend
  • Entrepreneurial culture with open communication
  • Small, dynamic teams with massive impact
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Hopper

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