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Principal Product Manager- Conversational AI

Hopper· Service
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RemoteFull-timePosted 2mo ago

About the role

Lead the customer-facing agent experience for Hopper’s HTS Assist, owning end-to-end conversational and voice interfaces, with a hands-on design and prototyping approach to deliver scalable, multi-partner solutions.

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
  • Partner with Partner Solutions on implementation and onboarding
  • Drive design daily, producing flows and wireframes in Figma and coordinating with design 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 with the evaluation team for resolution rate, containment, escalation correctness, and conversation quality
  • Specify agent behavior in detail (resolution, tone, escalation policy, guardrails, edge cases) and iterate from production data
  • Stay close to GTM, Partner Solutions, and Success teams to feed field learnings back into the roadmap

Qualifications

  • 8+ years of product management experience, including principal or lead-level ownership of a customer-facing product
  • 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 with knowledge of ASR/TTS tradeoffs, latency budgets, and turn-taking/barge-in design
  • Design fluency in Figma and ability to produce flows and basic mocks solo
  • Ability to write enough code to prototype without heavy engineering wait times
  • Hands-on front-end experience shipping web front ends and engaging engineers
  • Deep partner-facing experience with enterprise clients, ideally in regulated industries
  • Data-driven approach with metrics on resolution, containment, CSAT, and escalation quality
  • Working familiarity with LLM-based products, prompt/design, AI quality practices, and failure modes
  • Demonstrated ability to navigate cross-functional collaboration across GTM, Partner Solutions, and Success teams

Skills

Required:Conversational AI product managementVoice product ownershipDesign in FigmaEnterprise partner management
Nice to have:Frontend development

Benefits

  • Well-funded and proven startup with competitive salary and pre-IPO equity
  • Hopper covers 100% of employee premiums for group insurance through Vitality Health
  • Automatic pension contributions through Smart Pension
  • Generous parental leave
  • Co-working space on demand through FlexDesk and a work-from-home stipend
  • Carrot Cash travel stipend
  • Unlimited PTO
  • 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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