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Principal Product Manager- Conversational AI

Hopper· Service
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RemoteCA$250k - CA$300k + equityFull-timePosted 2mo ago

About the role

Lead the customer-facing agent end-to-end for Hopper's HTS Conversational AI, owning conversations, interfaces, and experience across chat and voice. Deliberately design-leaning role focused on shaping flows, interfaces, and partner-facing implementations in collaboration with design teams and enterprise partners.

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
  • 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 or barge-in design (required)
  • Design fluency with Figma, able to produce flows and basic mocks solo
  • Ability to write enough code to get a prototype working without a full engineering cycle
  • Hands-on front-end experience shipping web front ends and engaging engineers credibly
  • Deep partner-facing experience with enterprise clients, ideally in regulated industries
  • Data-driven approach with metrics like resolution, containment, CSAT, and escalation quality
  • Working familiarity with LLM-based products, including prompt and behavior design, AI quality practices, and failure modes

Skills

Required:Product management (principal/lead)Voice-based conversational product ownershipFigma design fluencyPrototype development with AI toolingFront-end software familiarityEnterprise partner managementData-driven decision making
Nice to have:LLM/prompt engineering familiarity

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
  • Life, short term and long term disability coverage
  • HSA that covers eligible medical and dental expenses
  • Dialogue's telemedicine services for all employees and dependents
  • RRSP plan with automatic pre-tax withdrawals
  • Generous parental leave
  • Unlimited PTO
  • Carrot Cash travel stipend
  • Co-working space on demand through FlexDesk and a work-from-home stipend
  • Entrepreneurial culture with open communication at all levels
  • Small, dynamic teams with massive impact
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Hopper

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