Product, Member Experience

Base Power Company • Austin, TX

3d • Onsite

About The Position

Base is America’s next-generation power company, focused on deploying distributed batteries to transform the electricity grid. This role sits at the intersection of product management and member lifecycle education, owning the post-sale member experience from sign-up through years of membership. The goal is to ensure members never regret their commitment by proactively addressing questions, guiding them through onboarding and installation, and deepening their understanding and engagement with their Base system. The position will own all product experiences within the app and dashboard, post-sale automated communications, and the Help Center. This is an opportunity to build a category-defining product from the ground up, fixing recurring friction points in product, product marketing, or customer experience. The role requires structured systems thinking and tactical execution, aiming to reduce contact volume, increase Net Promoter Score, drive app engagement, and foster long-term member retention.

Requirements

• 3–7+ years in product management, product marketing, customer experience program management, or a similar function at a fast-paced consumer company.
• Direct experience owning the end-to-end customer experience—you know where things break down because you've seen it firsthand, not just measured it in a dashboard.
• Exceptional product instincts—you make complicated things simple and turn dry moments into engagement.
• A data-driven mindset: you define success metrics before you start, and you know how to measure what's working.
• Strong organizational instincts—you can manage a product backlog, have clear version control and change logs, maintain a Help Center, and run multiple active sequences without dropping anything.
• Hands-on experience building and optimizing lifecycle journeys in various tools.
• Ability to operate cross-functionally and hold a high bar for quality across every member touchpoint.
• Comfort being both strategic and hands-on—you're just as comfortable auditing a comms sequence as you are presenting a product strategy to leadership.

Responsibilities

• Understand member bottlenecks and satisfaction from end to end to catch problems early and prevent them systemically, at scale.
• Own all in-product experiences—tooltips, notifications, explanations, and educational prompts—ensuring members always know what's happening with their system and why it matters.
• Map the full post-sale member journey and identify moments where a product intervention can reduce friction, answer questions, and build confidence.
• Build, maintain, and continuously improve a self-serve knowledge base that answers member questions proactively and reduces inbound contact volume.
• Design and manage lifecycle communication flows across email, SMS, and push notifications for post-sale onboarding, installation milestones, and ongoing member engagement.
• Translate complex energy concepts into clear, simple product experiences any homeowner can understand.
• Build, test, and optimize lifecycle sequences in CRM and automation platforms, using data to continuously improve performance.
• Collaborate with Engineering, Member Experience, Design, and Ops to ensure the product reflects real member behavior and technical reality.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed