Principal Product Manager, Customer Experience

Gigawatt is building an AI-native customer platform to make utility customer experiences effortless across web, mobile, and call centers. The Principal Product Manager will own the end-to-end digital self-service experience, define and ship customer-facing MVPs, partner with utility and customer experience experts, and drive measurable improvements in adoption, resolution, satisfaction, and cost to serve.

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 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:

• 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
• 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
• Proven track record shipping end-to-end digital experiences (from payments to start service) that reduce cost to serve and lift customer satisfaction
• Comfort applying AI and personalization to customer experience; data fluency and a habit of measuring what ships
• Able to bridge SMEs and engineering; strong communication and structured problem-solving
• You thrive in early-stage ambiguity, move fast, and are comfortable with a role that grows and changes as the company scales
• Experience with Jira, Figma, and standard product management tools
• Remote: prioritizing central and eastern timezones (ideally Chicago, Austin, or Nashville)