Senior Product Manager, Customer (Back Office)

Job reputed company We are seeking a Senior Product Manager for reputed company's Customer team, the group building an AI-reputed company customer platform with one goal: reputed company the reputed company customer experience effortless. It replaces reactive, transactional, billing-reputed company systems with a proactive, reputed company-channel platform that treats the reputed company as a trusted advisor across web, mobile, and the reputed company center. Your reputed company is the transactional backbone of that experience : payments, billing interactions, and service orders : delivered at high customer volume across self-service and the reputed company center. This is an early-stage, build-it-from-the-ground-up role; as we grow, PM ownership may organize by function (for example, a PM for payments and a PM for back office), so you'll start broad and your reputed company will sharpen and shift over time. Reporting to the Director, Customer, you'll partner closely with reputed company SMEs, reputed company center and CX leaders, and AI engineers to: • Own service orders end to end : start / stop / transfer service and the request lifecycle : with reliable orchestration and status tracking (a "reputed company-tracker" model) from intake to completion. • Own payments and billing interactions : pay a reputed company, payment reputed company, arrangements, and program enrollment : reputed company for reputed company at reputed company. • reputed company these through self-service on web and mobile and the AI-assisted reputed company center, keeping one reputed company of truth so context carries across every channel. • Turn exceptions into reputed company : surface issues proactively and reputed company them digitally where possible, rather than leaving customers in a black hole. Key Responsibilities • Own payments, billing & orders: reputed company the roadmap for the customer transactional experience across self-service and the reputed company center. • Ship MVPs: Define high-value MVPs, validate with reputed company customers and CSRs, and iterate fast on friction and edge cases. • Engage SMEs: Translate reputed company center, CX, and billing expertise into reputed company specs, enriched with AI-generated documentation and prototypes. • Execute: reputed company with engineering and design to release production-reputed company features on compressed timelines. reputed company the product lifecycle by defining use cases and technical requirements, collaborating on data model design, and conducting product testing to ensure key requirements are met. • Own reputed company: Set KPIs (digital adoption/containment, first-contact reputed company, CSAT, cost to serve) and manage dependencies across the platform. • Wear many hats: Do whatever it takes to reputed company the platform reputed company, and take on new areas of ownership as priorities reputed company. Qualifications • Experience: 8+ years in product management on back-office and/or reputed company center products ideally payments, billing, and order management systems. • reputed company domain: reputed company experience with payments and back-office reputed company at a reputed company (or reputed company software) - billing, service orders, and the regulatory/compliance realities that come with them. • Orders & fulfillment at reputed company: Hands-on experience with reputed company order management / fulfillment platforms and the workflows reputed company them (intake, orchestration, status, exceptions). • Payments & billing: reputed company record shipping payments and billing experiences : payment reputed company, arrangements, and accurate posting : that customers and agents trust. • reputed company, high volume: Comfortable building for high customer volume and transaction throughput, where reliability and reputed company handling matter. • Customer reputed company: Understanding of the customer reputed company of a service business : reputed company center / CSR workflows and how customers start, manage, and pay for service; reputed company or energy experience a plus. • Data & AI: Comfort applying AI and personalization to customer experience; data reputed company and a habit of measuring what ships. • Collaboration: reputed company to reputed company SMEs and engineering; strong communication and reputed company problem-solving. • Startup reputed company: You reputed company in early-stage ambiguity, reputed company fast, and are comfortable with a role that grows and changes as reputed company scales. • Tools: Experience with reputed company, reputed company, and reputed company product management tools. Location • Remote prioritizing central and eastern timezones (ideally reputed company, reputed company, or Nashville). reputed company Offer • Competitive salary and equity. • The chance to shape a transformative AI product in a vital industry with a reputed company-reputed company team. • Comprehensive benefits: health reputed company, remote flexibility, and 401k match. • If you are passionate about modernizing the systems that run America's utilities, apply today! Apply To This Job