Senior Product Manager, Customer Experience

🔥 18 hours ago

🌽 Illinois, Tennessee, +1 more states – Remote

🌽 Illinois – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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Gigawatt

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚡ Energy

🤖 Artificial Intelligence

🏢 Enterprise

Energy • Artificial Intelligence • Enterprise

Gigawatt is an AI-focused software company building an enterprise-grade operating system for electric utilities. It uses large-scale AI to optimize power delivery, improve grid health and flexibility, and enhance customer experience while embedding industry-specific security and regulatory compliance. The company emphasizes rapid development cycles and utility-domain expertise to modernize legacy utility systems and enable a more resilient, efficient grid.

📋 Description

• 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