Senior/Lead Product Manager

•Passionate about technology, people and shaping Hopper’s ability to provide effortless end-to-end customer experiences 

•4+ years of proven success in a product management role, especially in high-growth environments within categories like e-commerce, hospitality, and customer loyalty 

•Track record of building and launching innovative customer facing features that drive growth, reduce customer pain points and improve retention

•Strong creative skills that go beyond iterative or obvious improvements to test experimental product features

•Material experience using a data-driven approach to product development, using MVP and A/B testing techniques, querying and leveraging customer data to effect product outcomes

•Strong communication skills to navigate a fast-growing organization across multiple time zones and geographies

Technical depth that allows you to communicate with, understand, and earn the respect of world-class engineers

•Technical depth to effectively lead conversations with software engineers 

•Experience with consumer travel technology in a technical, operational, product, or strategic role 

•Experience with relational databases, Python and SQL to access, organize and analyze data

•  Post-secondary degree in computer science, mathematics, business or related field

•  Experience with travel technology and/or online travel agency (OTA) workflows in a technical, operational, product, or strategic role 

•  Relevant customer service domain expertise that will allow you to build highly available, large-scale customer impacting solutions

We’re looking for a Senior Product Manager to lead Service Storefront initiatives on our Customer Experience Product team. 

For context, Hopper is the most downloaded travel booking app in North America, with over 60M installs to date and $423M raised. We did well over $1B in sales last year and weathered COVID with triple-digit revenue growth thanks to our proprietary suite of data-driven fintech products. 

Our team is focused on driving Hopper’s customer retention by building new service-driven products in the Hopper app that help us to retain, activate and improve the travel journey for Hopper users at scale. We will create a wide range of new ways to help customers plan and book travel or enable them to self help through features like VIP Support, Concierge and tools within the service center storefront in the Hopper app.  

We believe that great customer experience is a meaningful value proposition that drives Hopper’s growth and we are building a technology-driven service platform that supports 60M+ customers. We aren’t starting from scratch, either. Over 70% of customer support requests can be solved directly in the app, and over 1M customers have purchased and rated Hopper’s VIP Support features with industry-leading CSAT. That said, we have the opportunity to bring together disparate features into a consolidated service storefront that drives customer loyalty and builds a retention loop that will gain traction over time. 

Despite the pandemic’s impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has demonstrated significant outperformance with its category-leading mobile-only marketplace, delivering value to customers and supply partners with the company’s proprietary suite of fintech offerings.

Here are just a few stats that demonstrate the company’s recent growth:

- Hopper’s valuation is now over $5B, which is more than triple our valuation from early 2020.

- According to Apptopia, Hopper was the #1 most downloaded OTA in the US in 2021. The app has over 70 million downloads.

- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper’s travel content and fintech products. Hopper Cloud partners include Capital One, Kayak, Marriott, Amadeus, Trip.com, and MakeMyTrip.

- And all this recent growth is just the beginning. There are still so many new opportunities we’re excited to tackle in the next year!