Senior Product Manager, Customer – Back Office

🕒 July 9

🌽 Illinois, Tennessee, +1 more states – Remote

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

⏰ Full Time

🟠 Senior

✅ Product Manager

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Gigawatt

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

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 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.

🎯 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). • 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.

🏖️ Benefits

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