Senior Product Manager, Customer (Back Office)

Gigawatt

19h•Remote

About The Position

We are seeking a Senior Product Manager to own the customer transactional experience across self-service and the call center, focusing on payments, billing, and orders. This role involves defining and shipping Minimum Viable Products (MVPs), translating expertise into clear specifications, and executing with engineering and design to release features on compressed timelines. You will drive the product lifecycle, collaborate on data model design, and conduct product testing. The ideal candidate will set Key Performance Indicators (KPIs) such as digital adoption, first-contact resolution, Customer Satisfaction (CSAT), and cost to serve, while managing dependencies across the platform. This is a dynamic role where you will wear many hats and take on new ownership as priorities evolve, contributing to the advancement of a transformative AI product in the vital utility industry.

Requirements

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.

Nice To Haves

Utility or energy experience a plus.

Responsibilities

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.