[Remote] Senior Product Manager, Customer Experience

Note: The job is a remote job and is open to candidates in USA. Gigawatt is seeking a Senior Product Manager for their Customer team, focused on building an AI-native customer platform to enhance the utility customer experience. The role involves defining and driving the digital self-service journey, collaborating with various stakeholders, and managing the product lifecycle to deliver effective solutions.

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

Skills

• 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
• 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

• Equity
• Health insurance
• Remote flexibility
• 401k match

Company Overview

Gigawatt is a modular AI-centric energy platform purpose-built for modern utility operations. It was founded in undefined, and is headquartered in Nashville, Tennessee, US, with a workforce of 11-50 employees. Its website is https://gigawatt.ai.

Company H1B Sponsorship

Gigawatt has a track record of offering H1B sponsorships, with 1 in 2023, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.