Product Manager E-commerce

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. 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. 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, we've grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world's 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.