Principal Product Manager, Customer (Back Office)

Company Overview

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Job Summary

We are seeking a Principal 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.

You’ll own the transactional workflows behind those experiences: service orders, payments, and billing interactions. This is an early-stage role with a broad scope. You’ll define what customers and customer service representatives can do, how requests move through back-office systems, and what happens when a transaction fails or needs human intervention.

You’ll report to the Director, Customer and work closely with utility subject-matter experts, CX and call-center leaders, designers, and engineers. As the team grows, ownership may split into more focused areas; your initial mandate spans the he systems behind the customer experience from contact center to self service UX. 

What you’ll own

• Service orders: Start, stop, and transfer service; orchestrate requests from intake through completion; and make status and exceptions visible to customers and CSRs.
• Payments and billing interactions: Help customers pay bills, manage payment methods, make payment arrangements, and enroll in applicable programs. Ensure transactions are accurately posted and clearly explained.
• Cross-channel workflows: Make these experiences work consistently in self-service and the AI-assisted call center, with shared context and a reliable source of truth.
• Exception handling: Identify where a workflow can fail, define recovery paths, and help customers resolve issues rather than leaving them waiting without an answer.

This work has real consequences. A misapplied payment can create an incorrect past-due balance or put a customer’s service at risk. You’ll define requirements that account for these cases—not just the happy path—and make consequential system decisions understandable and auditable.

What you bring

• Significant product management experience building transactional or operational software at scale.
• A track record shipping in at least one of these areas: utility customer operations, payments and billing, enterprise order management, or customer-service workflows.
• The ability to write clear, detailed requirements for complex workflows, including failure and exception paths.
• Experience working closely with engineering, design, operations, and domain experts to take products into production.
• Sound judgment about reliability, customer impact, and when to automate versus involve a person.
• Comfort working in an early-stage environment where priorities and ownership evolve.

Especially valuable: direct utility or utility-software experience; knowledge of payments

Key Responsibilities

• 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. You'll go beyond capturing SME input to decide what is true, what is out of scope, and what the filing actually requires, 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.
• Make clear scope calls: Decide what we will not build, explain why to the customer, and stand behind the decision.[
• 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 on back-office and/or call center products ideally payments, billing, and order management systems.
• Utility domain: 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.
• You'll be familiar with most of these: payment arrangements and what happens when one defaults, arrears aging, dunning and notice sequences, medical baseline and life-support protections, disputed balances, assistance eligibility, deposits, and reconnection rules. If many are new to you, our Customer Experience role may be a better fit.
• Orders & fulfillment at scale: Hands-on experience with enterprise order management / fulfillment platforms and the workflows around them (intake, orchestration, status, exceptions).
• Payments & billing: Track record shipping payments and billing experiences : payment methods, arrangements, and accurate posting : that customers and agents trust.
• High scale, high volume: Comfortable building for high customer volume and transaction throughput, where reliability and edge-case handling matter.
• Customer operations: 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.
• 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.
• Learns from misses: You can name something you shipped that did not work, what you believed that turned out to be wrong, and what you would do differently. We ask this of everyone.

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!