Product Manager, Utility Billing & Resident Portal

We are seeking a growth-minded, user-focused Product Manager to own BS&A’s Utility Billing product line end to end: the core software municipal staff use to bill, collect, and manage service, and the resident-facing experience in BS&A Online. This role sits where B2B and B2C meet: our customers are municipalities and utility districts, but the people who use the portal every day are their residents.

As Senior Product Manager, you will shape how utility staff run billing and collections, and how residents view bills, track usage, pay online, enroll in AutoPay, and manage service without calling city hall. You will also own resident adoption targets across our customer base, using tools like UB Campaigns, onboarding flows, and data to move more residents to self-service and paperless billing. Every resident who goes digital saves our customers staff time and postage.

The ideal candidate is a seasoned product leader with SaaS product experience, a strong instinct for consumer user experience, and a growth mindset. You run experiments, measure what works, and keep improving. If you’re excited to bring modern consumer product practices to local government, we’d love to hear from you.

This position can be hybrid or remote.

Product Strategy & Roadmap

· Own the vision, strategy, and multi-year roadmap for Utility Billing end to end: core billing, collections, and account management for municipal staff, plus bill viewing, usage history, online payments, AutoPay, and start/stop service for residents in BS&A Online.

· Prioritize the backlog based on resident and customer value, adoption impact, payment volume, and development capacity.

· Track competitors and consumer billing and payment trends, and bring proven B2C patterns into our products.

Resident Experience & UX

· Lead the modernization of the Resident Self-Service Portal, making it simple, mobile-friendly, and accessible for residents of every age and ability.

· Partner with UX design to run user research, usability testing, and journey mapping with residents and municipal staff.

· Improve key resident journeys: account creation, first payment, AutoPay and paperless enrollment, and payment failure recovery.

· Champion accessibility standards (WCAG) across all resident-facing experiences.

Resident Adoption & Growth

· Set and own annual resident adoption targets across our customer base, including portal registrations, online payment rate, AutoPay enrollment, and paperless enrollment, and report progress to leadership.

· Shape the UB Campaigns feature so municipalities can easily target residents and encourage them to pay online and enroll in AutoPay.

· Design, run, and measure adoption experiments, such as messaging tests, onboarding changes, and in-product prompts.

· Build playbooks and best practices that help municipalities launch and promote the portal to their residents.

Delivery & Execution

· Guide features through BS&A’s AI-DLC pipeline: Ideation, Requirements, Design, and Prototyping.

· Translate resident and customer needs into clear epics, user stories, and acceptance criteria in Jira.

· Partner daily with Development and QA to clarify requirements, make scope trade-offs, and keep releases on schedule.

· Partner with the Payments Product Manager on the resident payment experience, and own how payments post and reconcile into Utility Billing.

Leadership & Influence

· Represent Utility Billing and resident experience strategy to executive leadership, with clear business cases and results.

· Lead cross-functional teams across Development, UX, Customer Success, and Marketing toward shared adoption goals.

· Mentor associate and junior product managers and help raise product practices across the team.

Go-to-Market & Enablement

· Work with Product Marketing, Sales, and Customer Success on launch plans, positioning, and adoption-focused customer success stories.

· Prepare release notes, documentation, and resident-facing help content.

· Support Sales as a product expert in strategic opportunities and customer conversations.

· Other duties as assigned.

Qualifications

· Bachelor’s degree in Business, Information Systems, Marketing, Human-Computer Interaction, or a related field, or equivalent work experience.

· Minimum [6+] years’ experience in product management, including [4+] years with SaaS products.

· Hands-on experience owning a B2C or consumer-facing product, such as a mobile app, self-service portal, e-commerce, or online payments experience.

· Strong user experience sense, with experience running user research and usability testing and partnering with designers.

· A growth mindset and a proven track record of owning and hitting adoption, engagement, or conversion targets through experiments (e.g., A/B tests) and iteration.

· Comfort with data. Able to define metrics, build or read dashboards, and turn findings into product decisions.

· Experience owning a product roadmap end to end and presenting strategy to executive leadership.

· Ability to lead cross-functional teams and influence decisions without direct authority.

· Excellent written and verbal communication skills, including writing for a general consumer audience.

· Experience working with Agile teams in tools such as Jira and Confluence.

· Some travel may be required, up to [10–25]%. If located outside the Lansing, MI area, travel to headquarters for onboarding and training may be required.

Preferred Qualifications

· Experience with utility billing, municipal services, or GovTech software.

· Experience with billing platforms, online payments, or AutoPay experiences.

· Background in lifecycle or growth marketing, such as email and SMS campaigns, customer onboarding, or conversion optimization.

· Experience with B2B2C products, where you sell to an organization but succeed only when its end users adopt.

· Familiarity with product analytics tools (e.g., Pendo, Amplitude, Google Analytics) and basic SQL.

· Knowledge of accessibility standards (WCAG) and designing for diverse, non-technical users.

· Experience mentoring other product managers.

· Interest in applying AI and automation to improve the resident and staff experience.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.