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
📌 Product Manager Needed (Madrid)
🏢 Hopper
📍 Madrid