Principal Product Manager- Conversational AI

Overview

As Principal Product Manager you own the customer-facing conversational agent end to end, shaping flows, interfaces, and experiences for millions of travelers across chat and voice. You will lead design decisions in close partnership with partner teams and our in-house designers, driving roadmap, validation, and production-ready prototypes. The role blends product leadership with hands-on design and rapid iteration to improve resolution, containment, and overall conversation quality within HTS. You will work across GTM, Partner Solutions, and Success to translate partner needs into scalable product choices and AI-assisted experiences.

Pay / Benefits

• competitive compensation
• pre-IPO equity potential
• 100% employee health insurance premiums covered
• Smart Pension with automatic contributions
• co-working space on demand
• travel stipend and unlimited PTO

Responsibilities

• Own the roadmap for the customer-facing conversational agent across chat and voice, including intent coverage, conversation design, and embedded partner interfaces
• Lead discovery with enterprise partners and translate their requirements into cohesive product decisions that serve multiple partners
• Collaborate with Partner Solutions on implementation and onboarding
• Drive design work daily using Figma to produce flows and wireframes, plus partner on high-fidelity and production assets
• Build working prototypes using AI coding tools to test conversation flows and interfaces
• Define quality bars for evaluation, covering resolution rate, containment, escalation correctness, and conversation quality
• Specify agent behavior in detail (tone, escalation policy, guardrails, edge cases) and iterate from production data
• Maintain close alignment with GTM, Partner Solutions, and Success, feeding field learnings back into the roadmap

Key requirements

• 8+ years of product management with ownership of a customer-facing product
• design fluency; ability to produce flows and basic mocks solo in Figma
• ability to write code to create prototypes independently
• hands-on front-end experience shipping web front ends
• deep partner-facing experience with enterprise clients, ideally in regulated industries
• data-driven approach using customer service and automation metrics
• familiarity with LLM-based products, prompt design, AI quality practices, and failure modes

• strong stakeholder management
• excellent communication with enterprise partners
• cross-functional collaboration
• Figma design/flow creation
• prototype development with AI tooling
• front-end development basics

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