Senior 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. 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 requir