Senior Product Manager, Customer – Back Office

🕒 vor 29 Tagen

🌽 Illinois, Tennessee, +1 weitere Bundesländer – Remote

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

⏰ Vollzeit

🟠 Senior

✅ Produktmanager

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Gigawatt

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11 - 50 Mitarbeiter

💼 Beratung

📦 Logistik

🏭 Fertigung

Consulting • Logistics • Manufacturing

Gigawatt ist ein auf KI fokussiertes Softwareunternehmen, das ein unternehmenstaugliches Betriebssystem für Energieversorger entwickelt. Es nutzt großformatige KI, um die Stromlieferung zu optimieren, die Netzgesundheit und -flexibilität zu verbessern und die Kundenerfahrung zu erhöhen, während es branchenspezifische Sicherheits- und Regulierungsanforderungen einbettet. Das Unternehmen betont schnelle Entwicklungszyklen und Fachkenntnisse im Versorgungsbereich, um veraltete Versorgungssysteme zu modernisieren und ein widerstandsfähigeres, effizienteres Netz zu ermöglichen.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• Competitive salary and equity. • Comprehensive benefits: health insurance, remote flexibility, and 401k match.