About The Role HTS Assist is Hoppers 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.

About The Role HTS Assist is Hoppers 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.

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 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 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 Hands-on front-end experience,



having built or shipped web front ends and able to engage engineers credibly 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 Hopper covers the cost of employee premiums for private medical and dental coverage Access to co-working space on demand through FlexDesk and a work-from-home stipend Hopper offers a monthly cash allowance for gym memberships and to cover home office expenses Carrot Cash travel stipend 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. In recent years, weve grown into a travel fintech provider, commerce platform, and general travel agency that powers some of the worlds largest brands. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.

Hopper is now the #3 largest online travel agency in North America, and 70% of our app customers are Gen Z and millennial travelers. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. Under local regulations, you have the right to understand the principal factors used in this assessment, request a correction of your data, or request a human review of any automated decision.

📌 Product Manager Needed [Remote] (Madrid)
🏢 Hopper
📍 Madrid