- 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

- 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

Benefits

- Competitive salary: We compete with top-tier tech companies for world-class talent, and we win much more frequently than we lose

- Unlimited time off: We’re a travel company. We actually mean it. Unlimited time off and an annual winter shut-down, we work hard, but we know how important it is to relax

- App Perks: Unlimited free VIP Support with every purchase on Hopper and an annual $200 USD Carrot Cash voucher to kick start your travel fund.

- Fully-remote workplace: Hopper made the decision early on in 2020 to fully embrace remote work. Since then, we have ditched our full-time offices and hired hundreds of people across every US state, Canadian province and dozens of countries around the world. We’re never going back to the old way of working.





- Coworking spaces on demand: For those who do value having a workspace out of the home, we offer optional access to coworking spaces. In some cities - Boston, London, Montreal, Paris and Toronto - we even have dedicated coworking spaces just for Hopper.

- Pre-IPO equity: Hopper gives employees the choice between stock options and restricted stock units as part of their total compensation package. When choosing stock options, employees don’t have to worry about short exercise periods if they later choose to move on. Instead we offer up to four years to exercise options after employment, depending on length of tenure.

- Evergreen equity program: We want to retain our highly valued employees. So when an employee is more than 50% of the way to vesting all of their options or RSUs, we refresh their grant. It’s as simple as that.

- Healthcare coverage: 100% healthcare cost coverage in the United States and Canada for our employees, with competitive offerings in other countries.

- Parental leave: We encourage our team members to take the time they need to transition to parenthood. In the United States and Canada, we offer top-up payments to 100% of salary for 12-18 week for primary parents and 6-10 weeks for secondary parents. In other countries, we complement national policies on parental leave with similar top-up components.

- Work from Anywhere: Our culture says to “work from anywhere,” and we mean it. Our legal team has created a program to provide visa sponsorship and immigration assistance to both new employees and existing employees who (voluntarily) wish to relocate to any of the countries we can support (eleven and counting).

- Internal career mobility program: We put a lot of effort into recruiting the best people. We also want to retain the best people. To facilitate internal career development,



we created a program that lets any employee in good standing who has worked at Hopper for at least 6-12 months apply to any job opening at the company to be considered for both promotions and lateral transfers.

- A culture of performance: Adequate performance at Hopper receives a generous severance package. Inspired by Netflix, we employ the “keeper test” at scheduled intervals to ask leaders to re-assess their team members’ competencies, contributions and answer the simple question: “would you hire this person again?”. The upside of this is that we have built a dream team of top performers who also make great teammates.

- Light internal meeting culture: Not only do we not like meetings; we actively discourage them. We ask that no one starts their week with more than 25% of their calendar booked internally and have created a guide full of tips to help people avoid meeting overload.

- Severance program: Sometimes things don’t work out. Hopper offers a market-leading severance program that grants every ex-employee some severance - up to 7 months depending on length of tenure - to help mitigate the financial impact of the unexpected.
- 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
- A data-driven approach grounded in customer service and automation metrics, including resolution, containment, CSAT, and escalation quality
- 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

- Deep partner-facing experience with enterprise clients, ideally in regulated industries, shaping requirements and launch decisions at the product level

- Hands-on front-end experience, having built or shipped web front ends and able to engage engineers credibly

- Working familiarity with LLM-based products, including prompt and behavior design, AI quality practices, and their failure modes

- 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

📌 Principal Product Manager (Conversational AI) (España)
🏢 Hopper
📍 España