首席产品经理-对话式AI
Principal Product Manager- Conversational AI
**职位描述**
HTS Assist 是 Hopper 为旅行打造的代理式 AI 助手，解决真实客户的旅行问题，如航班更改、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，你将全面负责面向客户的代理端：对话、界面以及合作伙伴面向数百万旅行者展示的体验。这是一个注重设计的角色，你将成为日常设计决策者，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。
**你的日常工作会是什么样**
- 全面负责面向客户对话代理的路线图，涵盖聊天和语音场景，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
- 与企业合作伙伴进行发现、需求定义和发布决策，将合作伙伴的需求转化为产品选择，确保一个产品服务多个合作伙伴
- 与合作伙伴解决方案团队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，并与设计团队合作完成高保真和生产级资源
- 使用 AI 编码工具构建工作原型，当原型比书面规格更有效时，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、拦截率、升级正确性及对话质量
- 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，并根据生产对话数据进行迭代
- 紧密关注市场进入、合作伙伴解决方案和成功团队，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、客户体验自动化或相关领域经验者优先
- 设计能力熟练，能够独立操作设计文件并在 Figma 中制作流程和基本原型，曾在精简团队中担任实际设计负责人
- 能够编写足够的代码来快速构建原型，而无需等待工程师，将 AI 工具视为正常开发流程的一部分
- 有前端实战经验，曾构建或发布过网页前端，并能与工程师进行可信的交流
- 深度
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, 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 conversational AI, customer experience automation, or an adjacent space strongly preferred
- 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 of working with us**
- Well-funded and proven startup with large ambitions, competitive salary and the upsides of pre-IPO equity packages
- Unlimited PTO
- Carrot Cash travel stipend
- Access to co-working space on demand through FlexDesk and a work-from-home stipend
- Please ask us about our very generous parental leave, much above industry standards
- Entrepreneurial culture where pushing limits and taking risks is everyday business
- Open communication with management and company leadership
- Small, dynamic teams with massive impact
- 100% employer paid Medical, Dental and Vision coverage for employees
- Access to Disability and Life insurance
- Health Reimbursement Account (HRA)
- DCA/FSA and access to a 401k plan
**About Hopper**
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.
Here are just a few stats that demonstrate the company's recent growth: billions of dollars worth of travel and travel fintech are sold through Hopper and HTS's channels every year. Our fintech products, including Cancel for Any Reason and Flight Disruption Assistance, have exceptionally strong CSAT because the terms are always clear and customers receive instant, no-questions-asked resolutions. Almost 30% of our app customers purchase at least one fintech product when making a booking, and consumers are 1.6x more likely to repurchase if they add fintech to their booking versus booking travel alone.
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!
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