Gigawatt AI
Senior Product Manager, Customer (Back Office)
Remote (United States) · Senior
Sponsorship not specifiedDetected 2 days ago
FigmaProduct ManagementJiraCommunicationCollaboration
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Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- It replaces reactive, transactional, billing-centric systems with a proactive, omni-channel platform that treats the utility as a trusted advisor across web, mobile, and the call center.
- Your focus is the transactional backbone of that experience: payments, billing interactions, and service orders: delivered at high customer volume across self-service and the call center.
- Turn exceptions into resolution: surface issues proactively and resolve them digitally where possible, rather than leaving customers in a black hole.
Responsibilities
- Own payments, billing & orders: Drive the roadmap for the customer transactional experience across self-service and the call center.
- 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.
- High scale, high volume: Comfortable building for high customer volume and transaction throughput, where reliability and edge-case handling matter.
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).
- Comfort applying AI and personalization to customer experience
Nice to have
- utility or energy experience a plus.
Skills
- Experience with Jira, Figma, and standard product management tools.
- Location Remote prioritizing central and eastern timezones (ideally Chicago, Austin, or Nashville).
Benefits
- Competitive salary and equity.
- health insurance, remote flexibility, and 401k match.
- Comprehensive benefits: health insurance, remote flexibility, and 401k match.
Company info
- Job Summary We are seeking a Senior Product Manager for Gigawatt's
- We are seeking a Senior Product Manager for Gigawatt's Customer team, the group building an AI-native customer platform with one goal: make the utility customer experience effortless.
- Ship MVPs: Define high-value MVPs, validate with real customers and CSRs, and iterate fast on friction and edge cases.
- Payments & billing: Track record shipping payments and billing experiences: payment methods, arrangements, and accurate posting: that customers and agents trust.
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This listing is sourced directly from Gigawatt AI's careers page and normalized into a canonical job model.