Senior Product Manager, Customer – Back Office

🕒 il y a 28 jours

🌽 Illinois, Tennessee, +1 états de plus – Distant

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

⏰ Temps Plein

🟠 Senior

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Gigawatt

Site WebLinkedInTous les Emplois

11 - 50 employés

💼 Conseil

📦 Logistique

🏭 Fabrication

Consulting • Logistics • Manufacturing

Gigawatt est une entreprise de logiciels axée sur l'IA, développant un système d'exploitation de niveau entreprise pour les services publics d'électricité. Elle utilise l'IA à grande échelle pour optimiser la distribution d'énergie, améliorer la santé et la flexibilité du réseau, et enrichir l'expérience client tout en intégrant la sécurité et la conformité réglementaire spécifiques au secteur. L'entreprise met l'accent sur des cycles de développement rapides et une expertise dans le domaine des services publics pour moderniser les systèmes archaïques et permettre un réseau plus résilient et efficace.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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