Principal Product Manager, Customer Experience

Job Summary

We are seeking a Principal 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:

• Define the end-to-end self-service journey: pay a bill, start / stop / transfer service, view usage and outages, and get high-bill help on web and mobile.
• Keep it truly omni-channel, so customers and CSRs share one source of truth and context carries across self-service and the call center.
• Build proactive, transparent experiences: real-time request tracking (a “Domino’s-tracker” model), outage ETRs, high-bill alerts, and personalized program recommendations.
• Turn exceptions into resolution: surface issues proactively and resolve them digitally where possible, rather than leaving customers in a black hole.

What the work actually is

• The core craft is making utility data understandable to an ordinary customer. A customer whose bill went from $160 to $340 needs a plain explanation of the cause before a chart or a payment button. A customer who has received a disconnection notice needs their current status before anything else. You will decide what the screen says first, and be able to defend the choice.
• You will also decide who should be excluded from an experience entirely. Medical baseline and life-support customers, accounts under an active payment arrangement, households inside a seasonal moratorium, and customers with a disputed balance all need different treatment, and some of them should never be routed into an automated flow at all. Knowing what the product must refuse to do is as important as knowing what it should do.
• You will specify agent behavior, not just screens: what the AI is allowed to say, what it must never generate, what happens when it is wrong in front of a customer, and how you explain that decision to a regulator. Proactive messages carry a cost: a false alarm reduces the likelihood the next real one is read.

We are a small team of product managers with large scopes. Everyone writes and defends their own requirements. Nobody reviews your work by default, and you are expected to be senior enough to coordinate across the team without being asked.You'll have real autonomy, and we expect you to coordinate across the team proactively.