Senior Product Manager, Customer Experience

Gigawatt

2d • Remote

About The Position

We are seeking a Senior Product Manager, Customer Experience to own the end-to-end digital customer experience across web and mobile. This role involves driving the roadmap, shipping Minimum Viable Products (MVPs), translating expertise into clear specifications, and executing with engineering and design teams to release features on compressed timelines. You will own the product lifecycle, define use cases and technical requirements, collaborate on data model design, and conduct product testing. Success will be measured by setting Key Performance Indicators (KPIs) such as digital adoption/containment, first-contact resolution, Customer Satisfaction (CSAT), and cost to serve, while managing dependencies across the platform. This role requires a "wear many hats" mentality, doing whatever it takes to advance the platform and taking on new ownership as priorities shift.

Requirements

• 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.
• 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.

Responsibilities

• 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.

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.

What This Job Offers

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