About this role

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
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

8+ years in product management building customer-facing products in the utility or energy sector
Deep understanding of the customer side of a utility from call center and CSR workflows, billing and service inquiries
Proven track record shipping end-to-end digital experiences that reduce cost to serve and lift customer satisfaction
Comfort applying AI and personalization to customer experience
Able to bridge SMEs and engineering; strong communication and structured problem-solving
Experience with Jira, Figma, and standard product management tools

Senior Product Manager, Customer Experience

Key skills