Senior Product Manager, Customer Experience
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Job Description
Senior Product Manager for AI-native customer platform in utilities. Leading end-to-end customer experience initiatives and working closely with cross-functional teams to enhance service.
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
- 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 building customer-facing products in the utility or energy sector
- Deep understanding of the customer side of a utility from call center and CSR workflows, billing and service inquiries
- Proven track record shipping end-to-end digital experiences that reduce cost to serve and lift customer satisfaction
- Comfort applying AI and personalization to customer experience
- Able to bridge SMEs and engineering; strong communication and structured problem-solving
- 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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