Principal Product Manager, Customer (Back Office)

Gigawatt is building an AI-native customer platform designed to make the utility customer experience effortless across web, mobile, and call center channels. The Principal Product Manager will own payments, billing interactions, and service orders, driving MVPs, product execution, customer outcomes, and cross-functional collaboration with utility SMEs, CX leaders, engineering, and design.

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, 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:

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