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: