首席产品经理，对话式AI
Principal Product Manager, Conversational AI
**职位描述**
HTS Assist 是 Hopper 为旅行打造的代理 AI 助手，解决真实客户问题，如航班更改、取消、退款和预订，通过聊天和语音为全球一些最大的旅行品牌和企业服务。语音功能有自己的产品问题，从延迟和轮流说话到当有人类接入时的升级时机，这个职位将同时负责这两个界面，并具有同等深度。
作为高级产品经理，您将全权负责面向客户的代理系统：对话、界面以及合作伙伴面向数百万旅行者展示的体验。这是一个刻意偏向设计的职位，您将成为日常设计决策的负责人，直接与合作伙伴设计团队和我们内部设计师紧密合作，塑造流程和界面。
**您的日常工作会是怎样的**
- 全面负责面向客户的对话代理在聊天和语音上的路线图，从意图覆盖范围和对话设计，到合作伙伴嵌入其应用程序和网站的界面
- 特别设定语音产品的标准，涵盖延迟、轮流说话、打断处理、本地化、实时语音和 ASR/TTS 质量，因为来电者对糟糕交互的容忍度低于聊天用户
- 通过发现、需求塑造和发布决策与企业合作伙伴互动，将合作伙伴的需求转化为能为多个合作伙伴服务的统一产品选择
- 与 Partner Solutions 团队合作进行实施和上架
- 每天推动设计工作，使用 Figma 进行实际操作以生成流程和线框图，并与设计团队合作完成高保真和生产资源
- 使用 AI 编码工具构建工作原型，当它们优于书面规范时，测试对话流程和界面想法
- 与评估团队定义并捍卫质量标准，涵盖解决率、控制能力、升级正确性和对话质量
- 详细指定代理行为，包括解决方式、语气、升级政策、安全措施和边缘情况，并根据生产对话数据进行迭代
- 与 GTM、Partner Solutions 和 Success 团队保持密切联系，将现场学到的内容反馈到路线图中
**理想的候选人具备**
- 8 年以上的产品管理经验，包括对面向客户的產品的主导或领导级责任，有直接交付基于语音的对话产品（如 IVR、语音机器人或客服语音自动化）的经验
查看英文原文
**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. Voice carries its own product problems, from latency and turn-taking to escalation timing when a human is on the line, and this role owns both surfaces with equal depth.
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
- Set the product bar for voice specifically, covering latency, turn-taking, barge-in handling, localization, realtime voice and ASR/TTS quality, since a caller's tolerance for a bad interaction is lower than a chat user's
- 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**
- 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. This is a required skillset
- Design fluency, comfortable manipulating design files and producing flows and basic mocks solo in Figma, having operated as a de facto design lead on a lean team
- The ability to write enough code to get a prototype working without waiting on an engineer, treating AI tools as a normal part of how they build
- 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
**Perks and 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
- Hopper offers life, short term and long term disability coverage
- HSA that covers eligible medical and dental expenses
- All employees and dependents have access to Dialogue's telemedicine services
- All employees have access to an RRSP plan with automatic pre-tax withdrawals
- Please ask us about our very generous parental leave
- 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 is everyday business
- Open communication with management and company leadership
- Small, dynamic teams with massive impact
**About Hopper**
At Hopper, our mission is to become the leading travel platform globally, powering Hopper's mobile app and website as well as our B2B division, HTS. 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.
The Hopper platform serves hundreds of millions of travelers and continues to gain market share around the world, with over 120 million downloads. Through HTS, our B2B division which represents more than 75% of the company, we power the direct channels of partners like Capital One, Nubank, Air Canada, and many more.
Hopper has been named the most innovative company in travel by Fast Company, ranks as the third largest online travel agency in North America, and has raised over $750 million USD in private capital from top-tier institutional investors.
Come take off with us!
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