About the Position

Principal Product Manager- Conversational AI

Location

Canada - Remote
Alberta - Remote
Toronto - Remote

Employment Type

Full-time

Compensation

Annual Salary: CA$200K – CA$250K
Total Compensation: Includes base salary, equity (options), sign-on bonus, and other potential incentives.

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.

Responsibilities

Own the roadmap for the customer-facing conversational agent across chat and voice
Set the product bar for voice, covering latency, turn-taking, barge-in handling, localization, real-time voice, and ASR/TTS quality
Engage enterprise partners through discovery, requirement shaping, and launch decisions
Partner with Partner Solutions on implementation and onboarding
Drive design daily, working hands-on in Figma to produce flows and wireframes
Build working prototypes using AI coding tools to test conversation flows and interface ideas
Define and defend quality bars with the evaluation team
Specify agent behavior in detail, including resolution, tone, escalation policy, guardrails, and edge cases
Stay close to GTM, Partner Solutions, and Success teams, feeding what the field learns back into the roadmap

Requirements

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, 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 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

Nice to Have

Experience with additional AI coding tools
Familiarity with additional LLM-based products

We Offer

Competitive salary and upsides of pre-IPO equity packages
100% coverage of group insurance premiums by Hopper
Life, short term, and long-term disability coverage
HSA that covers eligible medical and dental expenses
Access to Dialogue's telemedicine services
Access to an RRSP plan with automatic pre-tax withdrawals per pay
Generous parental leave, much above industry standards
Unlimited PTO
Carrot Cash travel stipend
Access to co-working space on demand through FlexDesk and a work-from-home stipend
Entrepreneurial culture where pushing limits and taking risks is everyday business
Open communication with management and company leadership
Small, dynamic teams with massive impact

About the Company

At Hopper, we are on a mission to become the leading travel platform globally, powering Hopper's mobile app, website, and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility, and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions, helping people travel better and save more on their trips.

The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers, with 70% of its users being Gen Z and millennials.

While many know us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we've grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world's largest brands.

Through HTS, our B2B division, the company supercharges its partners' direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.

Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business. Through HTS, any travel provider, including airlines, hotels, banks, and travel agencies, can integrate and seamlessly distribute Hopper's fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines, and many more.

Hopper has been named the #1 most innovative company in travel by Fast Company. Hopper has been downloaded over 120 million times and continues to see millions of new installs each month. Hopper is now the #3 largest online travel agency in North America, and 70% of our app customers are Gen Z and millennial travelers.

Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials.

Come take off with us!

At Hopper, we leverage AI-driven tools to assist our team in efficiently reviewing applications. These tools help us assess qualifications fairly and objectively. By submitting your application, you acknowledge the use of these automated screening technologies.

Principal Product Manager- Conversational AI

Job description