Director of Product, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and execute the product strategy encompassing the customer experience — including dispatch, performance, settlement, metering and hardware data, and the financial experience.

• Lead and develop a team of product managers in a player-coach capacity, nurturing a culture of extreme ownership, rapid execution, and unwavering customer focus.

• Create a scalable customer experience, transitioning from a traditionally high-touch, service-oriented relationship to a self-service product for customers.

• Collaborate across departments with the market platform PM team, engineering, design, energy markets, GTM, and executive leadership.

• Balance strategic vision and execution, seamlessly navigating between long-term planning and hands-on product design, discovery, experimentation, and iteration.

• Take ownership of key metrics: customer engagement, retention, settlement accuracy, value per MW, and financial transparency.

⛳️ Requirements

• Over 10 years of experience in Product Management, including a minimum of 3 years leading and expanding PM teams in fast-paced environments.

• Extensive knowledge of energy markets, particularly in demand response, DER participation, energy storage, or grid services.

• Demonstrated success in launching customer-facing products on a large scale.

• A player-coach mindset, eager to lead and develop a team while remaining engaged in the craft.

• Proficient in transforming economic complexity into trust.

• A history of integrating AI into product team workflows.

• Resourceful and action-oriented.

• Strong communicator and cross-functional influencer, including experience at the executive level.

🏝️ Benefits

• Unlimited leave for full-time employees

• Parental leave

• Comprehensive benefits package to support health, wellness, and financial security