Principal Product Manager- Conversational AI

About the Role HTS Assist is Hopper's agentic AI assistant for travel, resolving real customer issues like flight changes, cancellations, refunds, and bookings over chat and voice for some of the largest travel brands and enterprises in the world. As Principal Product Manager, you will own the customer-facing agent end to end: the conversations, the interface, and the experience our partners put in front of millions of travelers. This is a deliberately design-leaning role, and you will be the day-to-day design decision-maker, shaping flows and interfaces directly in close partnership with partner design teams and our in-house designer.

What would your day-to-day look like

• 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
• 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
• 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

An ideal candidate has

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