Senior PM, AI-Powered Customer Experience (Remote)

Gigawatt AI, Inc.; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Remote flexibility

401k match

Job summary

Gigawatt AI, Inc. is seeking an Principal Product Manager for the Customer Experience team.

Lead the end-to-end self-service experience on web and mobile, coordinating with SMEs, AI engineers, and CSRs to build a proactive, omni-channel platform that unifies the customer journey from payments to service changes. The role emphasizes shipping MVPs, data-driven decision making, and ownership of KPI-driven outcomes in a fast-growing energy tech environment.

Qualifications

• 8+ years in product management building customer-facing products in the utility or energy sector.
• Deep understanding of customer operations for utilities (call center, CSR workflows, billing inquiries).
• Proven track record shipping end-to-end digital experiences that reduce cost to serve and raise CSAT.

Responsibilities

• Own the end-to-end self-service experience across web and mobile.
• Ship MVPs based on real customer and CSR feedback and iterate quickly.
• Engage SMEs and translate domain expertise into clear specs with AI-enabled prototypes.
• Collaborate with engineering/design to release features on tight timelines and define data requirements.
• Own outcomes by setting KPIs like digital adoption, first contact resolution, CSAT, and cost to serve.
• Wear multiple hats to advance the platform as priorities evolve.

Skills

Product management

Data & AI

Collaboration

Startup mindset

Self-service

Utility domain

Customer operations

Tools

Jira

Figma

Job description

Gigawatt AI, Inc. is seeking an Principal Product Manager for the Customer Experience team.

Lead the end-to-end self-service experience on web and mobile, coordinating with SMEs, AI engineers, and CSRs to build a proactive, omni-channel platform that unifies the customer journey from payments to service changes. The role emphasizes shipping MVPs, data-driven decision making, and ownership of KPI-driven outcomes in a fast-growing energy tech environment.