Directeur Ou Directrice Principal(E) De Produit, Ia Conversationnelle// Principal Product Manager- Conversational Ai
hopper
Remoto
Montréal - Remote
AI
Product
Marketing
Traffic Manager
Product Manager
Public Relations
Job Score
100 pts
Remote model (+90)
AI (+10)
Product (+10)
Marketing (+10)
À propos du poste
HTS Assist est l'assistant d'IA agentique de Hopper pour le voyage, qui résout de véritables problèmes de clientèle tels que les changements de vol, les annulations, les remboursements et les réservations par clavardage et par la voix, pour certaines des plus grandes entreprises et marques de voyage au monde. À titre de gestionnaire principal de produit, vous serez responsable de bout en bout de l'agent orienté client, soit les conversations, l'interface et l'expérience que nos partenaires offrent à des millions de voyageurs. Ce rôle est délibérément axé sur la conception. Vous serez le décideur quotidien en matière de conception, façonnant directement les parcours et les interfaces en étroite collaboration avec les équipes de conception des partenaires et notre designer interne.
À quoi ressemblerait votre quotidien
Assurer la feuille de route de l'agent conversationnel orienté client, sur le clavardage et la voix, de la couverture des intentions et de la conception des conversations jusqu'aux interfaces intégrées par nos partenaires
Collaborer avec les partenaires d'entreprise, de la découverte à la définition des exigences jusqu'aux décisions de lancement, en traduisant leurs besoins en choix de produit
Travailler avec l'équipe des solutions partenaires pour la mise en œuvre et l'intégration
Piloter la conception au quotidien, en travaillant directement dans Figma pour produire des parcours et des maquettes
Créer des prototypes fonctionnels à l'aide d'outils d'IA de programmation lorsque cela est plus efficace qu'une spécification écrite
Définir et défendre les seuils de qualité avec l'équipe d'évaluation, soit le taux de résolution, le taux de confinement, l'exactitude de l'escalade et la qualité des conversations
Définir en détail le comportement de l'agent, y compris la résolution, le ton, la politique d'escalade, les garde-fous et les cas particuliers
Rester proche des équipes de mise en marché, des solutions partenaires et de la réussite client, afin de réinjecter les apprentissages du terrain dans la feuille de route
Le candidat idéal possède
Plus de 8 années d'expérience en gestion de produit, incluant une expérience de gestion principale ou de premier plan d'un produit orienté client, idéalement en IA conversationnelle ou automatisation de l'expérience client
Une aisance en conception, à l'aise pour manipuler des fichiers de conception et produire seul des parcours et des maquettes de base dans Figma
La capacité à écrire suffisamment de code pour faire fonctionner un prototype sans attendre un développeur
Une expérience pratique en développement front-end, capable d'échanger de façon crédible avec les développeurs
Une expérience approfondie auprès de grandes entreprises partenaires, idéalement dans des secteurs réglementés
Une approche fondée sur les données, ancrée dans les indicateurs de service à la clientèle et d'automatisation
Une connaissance pratique des produits basés sur les grands modèles de langage
Avantages sociaux
Une entreprise en démarrage bien financée et éprouvée, avec de grandes ambitions, un salaire compétitif et les avantages d'un régime d'options avant l'entrée en bourse
Hopper couvre 100 % des primes du régime d'assurance collective
Hopper offre une couverture d'assurance vie, invalidité de courte durée et de longue durée
Un compte de dépenses santé qui couvre les frais médicaux et dentaires admissibles
Tous les employés et leurs personnes à charge ont accès aux services de télémédecine de Dialogue
Tous les employés ont accès à un régime de REER avec retenues automatiques avant impôt
N'hésitez pas à nous poser des questions sur notre congé parental très généreux
Vacances illimitées
Allocation de voyage Carrot Cash
Accès à un espace de coworking à la demande via FlexDesk et une allocation pour le télétravail
Une culture entrepreneuriale où repousser les limites fait partie du quotidien
Communication ouverte avec la direction et les dirigeants de l'entreprise
De petites équipes dynamiques ayant un impact considérable
(Note : aucune section distincte pour le Québec n'existait dans le document de référence fourni, j'ai donc réutilisé la section Canada. Confirmez si le Québec devrait avoir ses propres avantages.)
À propos de Hopper
Chez Hopper, notre mission est de devenir la plateforme de voyage de référence à l'échelle mondiale, en propulsant l'application mobile et le site Web de Hopper ainsi que notre division B2B, HTS. Grâce à d'importantes quantités de données et à des algorithmes d'apprentissage automatique avancés, Hopper combine une offre d'agence de voyages de calibre mondial avec des produits fintech propriétaires pour offrir transparence, flexibilité et économies aux voyageurs du monde entier.
La plateforme Hopper dessert des centaines de millions de voyageurs et continue de gagner des parts de marché partout dans le monde, avec plus de 120 millions de téléchargements. Par l'entremise de HTS, notre division B2B qui représente plus de 75 % de l'entreprise, nous propulsons les canaux directs de partenaires comme Capital One, Nubank, Air Canada et bien d'autres.
Hopper a été nommée entreprise la plus innovante en voyage par Fast Company, se classe au troisième rang des plus grandes agences de voyages en ligne en Amérique du Nord, et a amassé plus de 750 millions de dollars américains en capital privé auprès d'investisseurs institutionnels de premier plan.
Embarquez avec nous!
#LI-Remote
Ce poste utilise des systèmes de prise de décision automatisée pour évaluer l'aptitude des candidats. Conformément à la réglementation locale, vous avez le droit de comprendre les principaux facteurs utilisés dans cette évaluation, de demander une correction de vos données ou de demander une révision humaine de toute décision automatisée. Pour exercer ces droits, veuillez communiquer avec privacy@hopper.com
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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 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, anytime, anywhere
All employees have access to an RRSP plan with automatic pre-tax withdrawals per pay
Please ask us about our very 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 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!
#LI-Remote
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.
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