Senior Product Manager, Customer Experience
Full-time
Gigawatt
Role Description
- Own self-service:
- Drive the roadmap for the end-to-end digital customer experience across web and mobile.
- 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 building customer-facing products in the utility or energy sector, ideally consumer-grade self-service portals spanning payments, service enrollment, and billing/usage insights.
- Deep understanding of the customer side of a utility from call center and CSR workflows, billing and service inquiries, to how customers actually start, manage, and pay for service.
- Proven track record shipping end-to-end digital experiences (from payments to start service) that reduce cost to serve and lift customer satisfaction.
- 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.
Vacancy posted a month ago
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