Voice carries its own product problems, from latency and turn-taking to escalation timing when a human is on the line, and this role owns both surfaces with equal depth.
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.
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 Set the product bar for voice specifically, covering latency, turn-taking, barge-in handling, localization, realtime voice and ASR/TTS quality, since a caller's tolerance for a bad interaction is lower than a chat user's 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 across both chat and voice Specify agent behavior in detail, including resolutio.