Senior Product Manager, Customer – Back Office

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Take ownership of payments, billing, and orders: Lead the roadmap for an enhanced customer transactional experience across both self-service and call center platforms.

• Deliver MVPs: Identify high-value MVPs, validate them with actual customers and CSRs, and quickly iterate to address friction points and edge cases.

• Collaborate with SMEs: Convert call center, CX, and billing knowledge into clear specifications, supplemented with AI-generated documentation and prototypes.

• Implement: Collaborate with engineering and design teams to launch production-ready features on tight deadlines.

• Manage the product lifecycle by defining use cases and technical specifications, partnering on data model design, and performing product testing to ensure all critical requirements are fulfilled.

• Own outcomes: Establish KPIs (digital adoption/containment, first-contact resolution, CSAT, cost to serve) and coordinate dependencies across the platform.

• Adapt as needed: Be willing to take on various responsibilities to advance the platform and embrace new areas of ownership as priorities shift.

⛳️ Requirements

• Over 8 years of experience in product management focused on back-office and/or call center products, particularly in payments, billing, and order management systems.

• Direct experience with payment systems and back-office operations within a utility (or utility software) setting, including billing, service orders, and associated regulatory/compliance aspects.

• Practical experience with enterprise order management/fulfillment platforms and the related workflows (intake, orchestration, status, exceptions).

• Proven history of delivering payments and billing experiences that include payment methods, arrangements, and accurate posting, gaining the trust of both customers and agents.

• Proficient in designing for high customer volumes and transaction throughput, where reliability and handling of edge cases are crucial.

• Comprehensive understanding of the customer experience in a service business, including call center/CSR workflows and the processes by which customers initiate, manage, and pay for services; experience in utilities or energy is advantageous.

• Comfortable integrating AI and personalization into the customer experience; possesses data fluency and regularly measures the outcomes of releases.

• Capable of connecting SMEs and engineering teams; possesses strong communication and structured problem-solving skills.

• Thrives in environments with early-stage ambiguity, moves quickly, and is adaptable in a role that evolves as the company grows.

• Familiarity with Jira, Figma, and standard product management tools.

🏝️ Benefits

• Competitive salary and equity.

• Comprehensive benefits package including health insurance, remote work flexibility, and 401k matching.