Amber Electric

Product Manager

• Develop a deep understanding of Amber, energy device optimisation, end-user customer needs, and each clients' strategic context, and then navigate a product delivery team towards delivering incredible value and impact for the client and their end-users.
• Serve as the primary point of contact for client delivery teams and coordinate interactions;
• Understand end-user and utility partner needs, create requirements and manage the resulting engineering backlog;
• Create plans, define success metrics, agree timelines and allocate resources in collaboration with internal and external stakeholders;
• Build, coordinate and motivate Amber’s project team (tech, product and commercial);
• Track delivery against the plan and success metrics, course correct as needed and communicate progress to our clients, stakeholders and teams;
• Maintain an intimate understanding of Amber’s product and tech to provide our clients guidance and support;
• Lead end-to-end delivery from scoping through to post-launch optimisation and scaling, ensuring product success in-market;
• Understand the client’s strategic context and articulate how Amber can help them achieve their goals;
• Represent the client within Amber: monitor product quality, provide feedback to the development team and implement improvements;
• Work closely with Amber’s Australian product and engineering teams to shape their roadmaps in line with UK/European market needs;
• Coordinate product requirements across multiple utility partners to ensure scalable, repeatable solutions;
• Contribute to shaping Amber’s European product strategy, ensuring coherence between markets and driving continuous improvement in product-market fit.

Product Marketing

• Act as connective tissue across teams, bringing the customer's perspective to business decision-making
• Lead market research, category analysis and customer segmentation to keep Amber close to customers and inform strategy
• Own the core value propositions for each segment including positioning and language fit
• Identify customer misconceptions early and provide strategic guidance on how to address them
• Help the business see around corners by highlighting emerging opportunities and risks
• Partner with Product Managers to develop and execute go-to-market strategies for new features and integrations
• Lead launches across direct-to-consumer and B2B2C channels with the goal of driving customer value and installer partner success
• Design test-and-learn approaches to validate GTM strategies and continuously improve results
• Define and coordinate development of marketing resources used across D2C, B2B2C, and Operations teams
• Build scalable systems for creating, managing and distributing marketing materials across the business
• Drive continuous improvement in the quality and effectiveness of all customer touchpoints
• Own the strategic direction of Amber's marketing website (excluding quote and signup flows)
• Define how we tell our story within brand guidelines and ensure our web presence reflects our category-leading position
• Develop and execute content roadmap and coordinate SEO strategy

Senior Product Marketing Manager

Product Designer

• Take on high priority, high ambiguity product challenges that have broad customer and business impact.
• Work across product streams, shaping problem framing, product direction, and experience principles.
• Lead discovery and research to deeply understand user motivations, behaviors, and energy literacy needs.
• Design thoughtful, scalable solutions across mobile and web that influence how customers interact with energy.
• Partner closely with Product and Engineering leaders to align on strategic decisions and ensure quality of execution.
• Raise the bar for design craft and user experience across the organization through example, critique, and shared standards.
• Mentor and support designers of all levels, without formal people management responsibilities.

Staff Product Designer

Sales

• Surprise and delight prospective customers with outstanding service and sound technical knowledge of our products
• Speak with prospective customers over the phone, assessing their needs and explaining how Amber can benefit them
• Understand customer needs, identify potential new opportunities in our product, and provide this feedback to the product and technology teams
• Provide key insights around sign up conversion, conversation trends and blockers
• Follow up with new customers to ensure satisfaction with Amber’s products
• Work with the marketing team to build and target prospective customers

Technical Sales Specialist

Operations

• Support the COO and senior members of the operations team in identifying the largest opportunities for automation and efficiency gains
• Collaborate closely with Customer Support to ensure our systems and processes enable the team to deliver the best possible customer experience - fast, accurate and consistent every time
• Work with our product and technology teams to automate and streamline key workflows for internal teams
• Identify and execute on opportunities to drive more self service (eg AI, FAQs, self service features
• Partner with operations and finance teams to identify key areas of financial leakage and plug those gaps
• Deliver end to end key strategic projects from initiation to execution (eg bill smoothing product)
• Support the management of our key third party partners and vendors

Strategy & Operations Manager

Artificial Intelligence

• Partner with the S&O team to identify and deliver AI-driven process improvements and workflow automations.
• Use AI tools to streamline operational tasks, reporting and documentation.
• Support strategic projects through data analysis, process mapping and insight generation.
• Build lightweight dashboards and tools to improve visibility of key metrics and operational performance.
• Explore and test new AI products or features that can enhance team productivity and scale.
• Help design internal guides, templates and enablement materials to help teams adopt AI tools effectively.

Strategy & Operations Analyst – AI Specialist

• Lead and support high-impact strategic and operational projects that improve efficiency, scalability and the customer experience.
• Identify and execute opportunities for automation and continuous improvement across customer and internal workflows.
• Partner with Product and Tech teams to enhance internal tooling, data systems and operational visibility.
• Conduct deep-dive analyses using SQL and other data tools to diagnose issues, uncover insights and drive recommendations.
• Build and maintain lightweight dashboards, metrics and reporting frameworks to track key performance indicators across the business.
• Work with external vendors and technology partners to evaluate and implement process automation solutions.
• Contribute to building repeatable frameworks, documentation and playbooks that improve how Amber operates and makes decisions.

Strategy & Operations Associate

• Build and manage a team of 4-8 customer operations specialists
• Manage day to day customer operations, driving strong productivity from your team to meet key SLAs and metrics relating to customer experience
• Own functional domains relating to the end to end customer experience. Maintain, update and drive meaningful improvement of internal processes and FAQs relating to these domains
• Identify and execute on key initiatives to support new product launches and/or drive step change in customer experience
• Mentor and develop junior members of the team through regular quality assurance checks and coaching
• Be a key member of the operations leadership team and provide thought leadership on how to create the best end to end experience for our customers

Customer Operations Lead

• Own the end-to-end product lifecycle for billing, payments, and customer support.
• Collaborate with Finance, Engineering, Customer Support, and Legal to ensure billing accuracy, compliance, and a seamless customer experience.
• Analyze internal workflows and external customer touchpoints to identify inefficiencies and opportunities for automation or enhancement.
• Define and drive product roadmaps with clear prioritization based on impact and alignment with business goals.
• Translate complex requirements into simple, scalable solutions that work across multiple systems and regions.
• Dive deep into data and edge cases to ensure we’re solving the right problems and delivering robust solutions.
• Champion operational excellence, ensuring our billing and payments infrastructure supports scale, accuracy, and agility.

Senior Product Manager – Billing, Operations

Data Analyst

• Design and automate reporting using modern BI tools (Tableau) at scale that support operational decisions and strategies
• Develop methodologies/frameworks to accurately assess and measure pain points for our customer support experience
• Drive analysis and create insights that help optimise our meter to cash lifecycle
• Build and automate a set of reports that meet our regulatory obligations
• Be a key member of our analytics and BI guild to drive best practice in tools, pipelines, infrastructure and processes
• Help operationalise key data-heavy components of the customer experience and meter to cash life-cycle through queries and automation

Customer Support

• Educating our customers on Amber’s product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk
• Handling a consistent volume of inbound customer calls professionally and working to resolve customer queries promptly in regards to accounts management, billing, transfers and metering.
• Consistently achieving KPI targets and maintain required quality assurance standards.
• Assisting with battery onboarding and troubleshooting for our SmartShift customers
• Assisting with responding to urgent requests from customers (e.g. no power at their site) and work to get their power connected promptly.
• Providing empathetic support for our vulnerable customers and supporting them with hardship assistance.
• Managing and resolve complaints/ Ombudsman cases promptly and professionally, escalating complex issues when necessary.
• Working closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience
• Taking the initiative to suggest ideas on how to improve and streamline internal processes in collaboration with senior members of our Operations team
• Supporting your teammates and the wider Amber team with questions flagged in internal channels.
• Ensuring all interactions comply with energy regulations, privacy policies, and company standards.