Product Manager, Utility Billing & Resident Portal

BS&A Software is seeking a Senior Product Manager to own its Utility Billing product line and resident-facing experience in BS&A Online. The role leads product strategy, resident adoption and growth, delivery, and cross-functional execution for municipal billing and resident self-service experiences.

Responsibilities:

• Own the vision, strategy, and multi-year roadmap for Utility Billing end to end: core billing, collections, and account management for municipal staff, plus bill viewing, usage history, online payments, AutoPay, and start/stop service for residents in BS&A Online
• Prioritize the backlog based on resident and customer value, adoption impact, payment volume, and development capacity
• Track competitors and consumer billing and payment trends, and bring proven B2C patterns into our products
• Lead the modernization of the Resident Self-Service Portal, making it simple, mobile-friendly, and accessible for residents of every age and ability
• Partner with UX design to run user research, usability testing, and journey mapping with residents and municipal staff
• Improve key resident journeys: account creation, first payment, AutoPay and paperless enrollment, and payment failure recovery
• Champion accessibility standards (WCAG) across all resident-facing experiences
• Set and own annual resident adoption targets across our customer base, including portal registrations, online payment rate, AutoPay enrollment, and paperless enrollment, and report progress to leadership
• Shape the UB Campaigns feature so municipalities can easily target residents and encourage them to pay online and enroll in AutoPay
• Design, run, and measure adoption experiments, such as messaging tests, onboarding changes, and in-product prompts
• Build playbooks and best practices that help municipalities launch and promote the portal to their residents
• Guide features through BS&A’s AI-DLC pipeline: Ideation, Requirements, Design, and Prototyping
• Translate resident and customer needs into clear epics, user stories, and acceptance criteria in Jira
• Partner daily with Development and QA to clarify requirements, make scope trade-offs, and keep releases on schedule
• Partner with the Payments Product Manager on the resident payment experience, and own how payments post and reconcile into Utility Billing
• Represent Utility Billing and resident experience strategy to executive leadership, with clear business cases and results
• Lead cross-functional teams across Development, UX, Customer Success, and Marketing toward shared adoption goals
• Mentor associate and junior product managers and help raise product practices across the team
• Work with Product Marketing, Sales, and Customer Success on launch plans, positioning, and adoption-focused customer success stories
• Prepare release notes, documentation, and resident-facing help content
• Support Sales as a product expert in strategic opportunities and customer conversations
• Other duties as assigned

Requirements:

• Bachelor's degree in Business, Information Systems, Marketing, Human-Computer Interaction, or a related field, or equivalent work experience
• Minimum [6+] years' experience in product management, including [4+] years with SaaS products
• Hands-on experience owning a B2C or consumer-facing product, such as a mobile app, self-service portal, e-commerce, or online payments experience
• Strong user experience sense, with experience running user research and usability testing and partnering with designers
• A growth mindset and a proven track record of owning and hitting adoption, engagement, or conversion targets through experiments (e.g., A/B tests) and iteration
• Comfort with data. Able to define metrics, build or read dashboards, and turn findings into product decisions
• Experience owning a product roadmap end to end and presenting strategy to executive leadership
• Ability to lead cross-functional teams and influence decisions without direct authority
• Excellent written and verbal communication skills, including writing for a general consumer audience
• Experience working with Agile teams in tools such as Jira and Confluence
• Experience with utility billing, municipal services, or GovTech software
• Experience with billing platforms, online payments, or AutoPay experiences
• Background in lifecycle or growth marketing, such as email and SMS campaigns, customer onboarding, or conversion optimization
• Experience with B2B2C products, where you sell to an organization but succeed only when its end users adopt
• Familiarity with product analytics tools (e.g., Pendo, Amplitude, Google Analytics) and basic SQL
• Knowledge of accessibility standards (WCAG) and designing for diverse, non-technical users
• Experience mentoring other product managers
• Interest in applying AI and automation to improve the resident and staff experience