Senior Product Manager, Customer Experience

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

📋 Description

• Take ownership of self-service: Lead the development of the comprehensive digital customer experience across both web and mobile platforms.

• Deliver MVPs: Identify high-impact MVPs, validate them with actual customers and customer service representatives, and quickly iterate based on feedback and specific challenges.

• Collaborate with SMEs: Convert call center, customer experience, and billing knowledge into well-defined specifications, enhanced with AI-generated documentation and prototypes.

• Implement solutions: Collaborate with engineering and design teams to launch production-ready features within tight timelines.

• Own results: Establish KPIs (digital adoption/containment, first-contact resolution, customer satisfaction, cost to serve) and oversee dependencies across the platform.

• Embrace versatility: Take on various roles as necessary to advance the platform and assume new responsibilities as priorities shift.

⛳️ Requirements

• Over 8 years of experience in product management focused on developing customer-facing products within the utility or energy industry.

• Profound understanding of the customer experience in a utility context, including call center and customer service representative workflows, as well as billing and service inquiries.

• Demonstrated success in delivering comprehensive digital experiences that lower service costs and enhance customer satisfaction.

• Proficient in utilizing AI and personalization to improve customer experience.

• Ability to connect subject matter experts and engineering teams; possesses strong communication and structured problem-solving skills.

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

🏝️ Benefits

• Competitive salary and equity options.

• Extensive benefits package including health insurance, remote work flexibility, and a 401k matching program.