Principal Product Manager, Customer Experience

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.

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.

What the work actually is

• The core craft is making utility data understandable to an ordinary customer. A customer whose bill went from $160 to $340 needs a plain explanation of the cause before a chart or a payment button. A customer who has received a disconnection notice needs their current status before anything else. You will decide what the screen says first, and be able to defend the choice.
• You will also decide who should be excluded from an experience entirely. Medical baseline and life-support customers, accounts under an active payment arrangement, households inside a seasonal moratorium, and customers with a disputed balance all need different treatment, and some of them should never be routed into an automated flow at all. Knowing what the product must refuse to do is as important as knowing what it should do.
• You will specify agent behavior, not just screens: what the AI is allowed to say, what it must never generate, what happens when it is wrong in front of a customer, and how you explain that decision to a regulator. Proactive messages carry a cost: a false alarm reduces the likelihood the next real one is read.

We are a small team of product managers with large scopes. Everyone writes and defends their own requirements. Nobody reviews your work by default, and you are expected to be senior enough to coordinate across the team without being asked.You'll have real autonomy, and we expect you to coordinate across the team proactively.

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. . You'll go beyond capturing SME input to decide what is true and what is out of scope, 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.
• Measure the things that are hard to see: opt-out and complaint rates, false-positive rates on proactive messages, and whether a deflected contact came back a week later. Delivery and speed metrics cannot tell you a message was unwelcome.
• 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.
• Adjacent backgrounds that could be a good fit: retail and deregulated energy, energy data and engagement, residential solar, bill pay and notification platforms, and the digital teams inside large IOUs. What matters is that you have made complex, regulated data legible to an ordinary person.
• 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.
• 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.

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!