Engineering Manager - Customer Experience Platform

We’re looking for an engineering leader to drive both product development and partner-facing implementation. You’ll lead engineers building scalable, intelligent systems across chat, voice, web, and CRM. Our conversational AI platform leverages agentic intelligence to resolve complex travel needs, from flight changes to refunds and upsells, across voice and chat.

What would your day-to-day look like

• Lead the architecture, development, and rollout of Hopper’s customer experience platform, including conversational AI, self-service UX, and contact center tooling

• Partner with internal product engineering teams to iron out development ownership and handoffs

• Partner with Product, Ops, and GTM teams to define and execute technical strategy across both internal and partner-facing deployments

• Oversee integrations with third-party systems (e.g., telephony, CRM, identity) and orchestrate real-time customer interactions

• Support customer implementations, ensuring our tech meets SLAs, performance, and partner-specific requirements

• Foster technical excellence through mentorship, architecture reviews, and continuous improvement

• Align engineering outputs to business outcomes, unlocking cost savings, customer satisfaction, and partner success
  

An ideal candidate has

• Experience leading engineering teams building high-scale, customer-facing systems

• A strong technical background with modern backend development, distributed systems, APIs, and cloud infrastructure

• Familiarity with LLMs, conversational AI, or automation in voice and chat contexts

• Experience in deploying customer service or CX platforms, including CRM or telephony systems

• Knowledge of SIP or related protocols, Scala or Java

• A collaborative, product-minded approach, able to partner closely with GTM, Product, and Ops

• A bias for action, with a passion for mentoring and growing engineering talent

Perks and benefits of working with us:

• Well-funded and proven startup with large ambitions, competitive salary and upsides of pre-IPO equity packages.

• Hopper covers 100% of the premiums for group insurance plan.

• Hopper offers life, short term and long term disability coverage.

• HSA that covers eligible medical and dental expenses.

• All employees and dependents have access to Dialogue’s telemedicine services, anytime, anywhere.

• All employees have access to an RRSP plan with automatic pre-tax withdrawals per pay.

• Please ask us about our very generous parental leave, much above industry standards!.

• Unlimited PTO.

• Carrot Cash travel stipend.

• Access to co-working space on demand through FlexDesk AND Work-from-home stipend.

• Entrepreneurial culture where pushing limits and taking risks is everyday business.

• Open communication with management and company leadership.

• Small, dynamic teams = massive impact.
  

  
  #LI-REMOTE
  More about Hopper

  At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). 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. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.

  The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. he Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.

  While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. 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.

  Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.

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

  • Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS’ channels every year.

  • Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.

  • Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.

  Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business.

  Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines and many more.
  

  Hopper has been named the #1 most innovative company in travel by Fast Company Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agencies in North America and 70% of our app customers are Gen-Z and millennials travelers.
  

  Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials..
  

  Come take off with us!