资深产品经理 - 会话AI
Principal Product Manager - Conversational AI
**职位描述**
HTS Assist 是 Hopper 为旅行行业打造的代理型 AI 助手，解决真实客户的各类问题，如航班变更、取消、退款和预订，通过聊天和语音与全球一些最大的旅行品牌和企业合作。作为高级产品经理，您将全面负责面向客户代理的端到端体验：对话、界面以及合作伙伴面向数百万旅行者展示的内容。这是一个注重设计的职位，您将成为日常设计决策者，直接与合作伙伴设计团队和内部设计师紧密合作，塑造流程和界面。
**您的日常工作会是什么样**
- 负责面向客户的对话代理在聊天和语音渠道上的路线图，从意图覆盖范围和对话设计，到合作伙伴嵌入其应用和网站的界面
- 通过发现、需求定义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服务多个合作伙伴的统一产品选择
- 与 Partner Solutions 合作进行实施和上架
- 每天推动设计工作，亲自在 Figma 中制作流程和线框图
- 在 AI 编码工具中构建可工作的原型，当它们比书面规格更有效时
- 与评估团队定义并捍卫质量标准，涵盖解决率、拦截率、升级正确性和对话质量
- 详细定义代理行为，包括解决方式、语气、升级策略、安全机制和边缘情况
- 与 GTM、Partner Solutions 和 Success 团队保持紧密联系，将现场学到的经验反馈到路线图中
**理想的候选人具备**
- 8 年以上产品管理经验，包括对面向客户产品的主导或领导级管理经验，有对话式 AI 或客户体验自动化经验者优先
- 具备设计能力，能够熟练操作设计文件，并能在 Figma 中独立制作流程和基本原型
- 能够编写足够的代码来快速搭建原型，而无需等待工程师
- 具备前端实战经验，能够可信地与工程师协作
- 具有面向企业客户的丰富经验，最好是在监管严格的行业
- 基于客户服务和自动化指标的数据驱动方法
- 对基于 LLM 的产品有实际了解
**福利和待遇**
- 资金充足且已验证的初创公司，拥有远大抱负，提供具有竞争力的薪资和上市前股票期权收益
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. 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
- Build working prototypes using AI coding tools where they beat a written spec
- 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
- 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 conversational AI or customer experience automation strongly preferred
- 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, able to engage engineers credibly
- 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
**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 capture 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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