Senior Product Manager, Customer – Back Office
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Job Description
Senior Product Manager for Gigawatt’s AI-native customer platform. Managing payments and billing interactions to enhance the utility customer experience across channels.
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.
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.
Benefits:
- Competitive salary and equity.
- Comprehensive benefits: health insurance, remote flexibility, and 401k match.
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