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Principal Product Manager- Conversational AI

Hopper· Service
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RemoteFull-timePosted 2mo ago

About the role

Owns the customer-facing agent end to end for Hopper's conversational AI assistant (HTS Assist) across chat and voice, shaping flows, interfaces, and partner integration with an emphasis on design-lead decisions and production readiness.

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, 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 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
  • Specify agent behavior in detail, including resolution, tone, escalation policy, guardrails, and edge cases, iterating from production data
  • Stay close to GTM, Partner Solutions, and Success teams, feeding field learnings 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
  • The ability to write enough code to get a prototype working without waiting on an engineer
  • Hands-on front-end experience, having built or shipped web front ends
  • Deep partner-facing experience with enterprise clients, ideally in regulated industries
  • A data-driven approach grounded in customer service and automation metrics
  • Working familiarity with LLM-based products, including prompt and behavior design, AI quality practices, and failure modes

Skills

Required:Product management for customer-facing voice productsDesign tooling & prototyping (Figma)Frontend developmentASR/TTS & voice system designEnterprise partner engagementData-driven product metrics

Benefits

  • Well-funded and proven startup with competitive salary and pre-IPO equity
  • Unlimited PTO
  • Carrot Cash travel stipend
  • Access to co-working space on demand through FlexDesk and a work-from-home stipend
  • Generous parental leave
  • Entrepreneurial culture with open communication
  • Small, dynamic teams with massive impact
  • 100% employer paid Medical, Dental and Vision coverage for employees
  • Disability and Life insurance
  • Health Reimbursement Account (HRA)
  • DCA/FSA and access to a 401k plan
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Hopper

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