Principal Product Manager, Customer Experience

Job Summary We are seeking a Senior Product Manager for Gigawatt’s Customer team, the group building an AI-native customer platform with one goal: make the utility customer experience effortless. It replaces reactive, transactional, billing-centric systems with a proactive, omni-channel platform that treats the utility as a trusted advisor across web, mobile, and the call center.

Role Your focus is the end-to-end digital self-service experience from everything a customer should be able to do themselves, without calling. This is an early-stage, build-it-from-the-ground-up role, and self-service is where you’ll start, not where you’ll stop; as we build the platform, your scope will grow and shift. Reporting to the Director, Customer, you’ll partner closely with utility SMEs, call center and CX leaders, and AI engineers to:

• Define the end-to-end self-service journey: pay a bill, start / stop / transfer service, view usage and outages, and get high-bill help on web and mobile.
• Keep it truly omni-channel, so customers and CSRs share one source of truth and context carries across self-service and the call center.
• Build proactive, transparent experiences: real-time request tracking (a “Domino’s-tracker” model), outage ETRs, high-bill alerts, and personalized program recommendations.
• Turn exceptions into resolution: surface issues proactively and resolve them digitally where possible, rather than leaving customers in a black hole.

Key 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.

Qualifications

• Experience: 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.
• Utility customer operations: 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.
• Self-service depth: Proven track record shipping end-to-end digital experiences (from payments to start service) that reduce cost to serve and lift customer satisfaction.
• Data & AI: Comfort applying AI and personalization to customer experience; data fluency and a habit of measuring what ships.
• Collaboration: Able to bridge SMEs and engineering; strong communication and structured problem-solving.
• Startup mindset: You thrive in early-stage ambiguity, move fast, and are comfortable with a role that grows and changes as the company scales.
• Tools: Experience with Jira, Figma, and standard product management tools.

Location

• Remote: prioritizing central and eastern timezones (ideally Chicago, Austin, or Nashville).

What We Offer

• Competitive salary and equity.
• The chance to shape a transformative AI product in a vital industry with a rock-star team.
• Comprehensive benefits: health insurance, remote flexibility, and 401k match.
• If you are passionate about modernizing the systems that run America’s utilities, apply today!