Product Manager, Consumer & Mobile Applications

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take ownership of the product vision, strategy, and multi-quarter roadmap for SunStrong's mobile and web applications aimed at homeowners.

• Define the comprehensive homeowner experience encompassing customer care, payment processes, service delivery, and monitoring.

• Review existing consumer applications and determine which ones to maintain, migrate, consolidate, or discontinue.

• Plan and manage customer migrations, including aspects like account setup, credential management, payment methods, autopay, communications, store listings, release management, and sunset strategies.

• Assess options for building, buying, or partnering, while documenting recommendations and associated operational costs.

• Provide self-service capabilities for account management, case creation and tracking, knowledge access, guided troubleshooting, and agent handoff.

• Ensure transparent billing and payment options, including invoices, payment methods, autopay, payment plans, and communication regarding delinquency.

• Facilitate end-to-end field service requests, covering scheduling, technician tracking, and issue resolution.

• Establish independent monitoring for homeowners' energy generation and storage assets using Fleet Telemetry.

• Manage product metrics such as active user counts, migration rates, self-service resolutions, call deflection rates, on-time payments, autopay adoption, field service completion rates, app ratings, crash-free sessions, and service costs.

• Instrument features, conduct experiments, report on realized value, and engage in continuous discovery.

• Collaborate across various teams including Customer Care, Servicing and Collections, Field Service Operations, Fleet Telemetry, Engineering, Design, Legal and Compliance, and external vendors.

• Ensure adherence to PCI-DSS, consumer privacy and consent regulations, accessibility standards, FDCPA, UDAAP, and app store requirements.

• Draft build-ready requirements, oversee launch readiness, and communicate trade-offs to operational and executive stakeholders.

⛳️ Requirements

• Minimum of 6 years in product management, overseeing consumer-facing software products from discovery through launch and iteration.

• At least 3 years of experience managing native mobile applications (iOS and Android) in a production environment, including app store release management, versioning, and support for a live consumer user base.

• Proven experience with transactional consumer interactions, including account management, payments or billing, and customer support.

• Experience in migrating, consolidating, or phasing out applications or platforms.

• Strong analytical capabilities, including SQL proficiency, product analytics, and experimentation methodologies.

• Exceptional written and verbal communication skills.

• History of leading cross-functional initiatives to successful completion and gaining support without formal authority.

• Preferred: background in solar energy, distributed energy, utilities, telecom, or similar sectors with a substantial installed base and field service elements.

• Preferred: experience in building monitoring or device-data solutions, including production dashboards, alerting systems, and connected-device or IoT applications.

• Preferred: familiarity with consumer financial services or fintech, particularly in relation to payments and collections regulations.

• Preferred: experience integrating customer-facing applications with Salesforce Field Service and Service Cloud, billing systems, ERP, or payment platforms.

• Preferred: experience with product and customer integration following acquisitions or portfolio transitions.

• Preferred: understanding of WCAG, design systems, and the application of AI in customer self-service.

• A bachelor’s degree in business, engineering, computer science, design, or a related field is preferred; an advanced degree is welcome but not mandatory.

🏝️ Benefits

• Full-time employment.

• Remote work option available for candidates located in the U.S.