Senior Product Manager, Customer (Back Office)

Role Description

• Own payments, billing & orders:
  • Drive the roadmap for the customer transactional experience across self-service and the call center.
• Ship MVPs:
  • Define high-value MVPs, validate with real customers and CSRs, and iterate fast on friction and edge cases.
• Engage SMEs:
  • Translate call center, CX, and billing expertise into clear specs, enriched with AI-generated documentation and prototypes.
• Execute:
  • Drive with engineering and design to release production-ready features on compressed timelines.
  • Drive the product lifecycle by defining use cases and technical requirements, collaborating on data model design, and conducting product testing to ensure key requirements are met.
• Own outcomes:
  • Set KPIs (digital adoption/containment, first-contact resolution, CSAT, cost to serve) and manage dependencies across the platform.
• Wear many hats:
  • Do whatever it takes to move the platform forward, and take on new areas of ownership as priorities evolve.

Qualifications

• 8+ years in product management on back-office and/or call center products ideally payments, billing, and order management systems.
• Direct experience with payments and back-office operations at a utility (or utility software) — billing, service orders, and the regulatory/compliance realities that come with them.
• Hands-on experience with enterprise order management / fulfillment platforms and the workflows around them (intake, orchestration, status, exceptions).
• Track record shipping payments and billing experiences: payment methods, arrangements, and accurate posting that customers and agents trust.
• Comfortable building for high customer volume and transaction throughput, where reliability and edge-case handling matter.
• Understanding of the customer side of a service business: call center / CSR workflows and how customers start, manage, and pay for service; utility or energy experience a plus.
• Comfort applying AI and personalization to customer experience; data fluency and a habit of measuring what ships.
• Able to bridge SMEs and engineering; strong communication and structured problem-solving.
• You thrive in early-stage ambiguity, move fast, and are comfortable with a role that grows and changes as the company scales.
• Experience with Jira, Figma, and standard product management tools.

Location

• Remote prioritizing central and eastern timezones (ideally Chicago, Austin, or Nashville).

Benefits

• Competitive salary and equity.
• The chance to shape a transformative AI product in a vital industry with a rock-star team.
• Comprehensive benefits: health insurance, remote flexibility, and 401k match.