High School Diploma/GED with 10+ years of experience, or Associate's Degree with 8 years, or Bachelor's Degree with 5 years of experience.
3-5 years of experience in agile project management.
Proficiency in Microsoft Office applications, especially Excel and Power BI.
Experience with SQL, Python, or other programming languages.
Knowledge of Con Edison Customer Operations and contact center dynamics.
Responsibilities
Lead the development of analytics products for customer engagement operations.
Establish product roadmaps and prioritize enhancements based on various factors.
Create user stories and features for data analytics in contact centers and omnichannel.
Write clear user stories and acceptance criteria driven by customer feedback.
Identify opportunities to enhance service performance and operational decision-making.
Embed a data-driven mindset within the business to support objectives.
Develop analytics capabilities to analyze contact volume and service issues.
Benefits
Opportunity to manage and coach a team, including performance reviews and career coaching.
Engagement in experimentation and proof-of-concept efforts to address business needs.
Involvement with emerging technologies and their application in analytics.
Flexibility to handle multiple assignments and changing priorities.
Participation in achieving Con Edison’s AI for Practitioner Certification.
Full Job Description
Job Description
The Product Owner, Customer Engagement Data & Analytics, is responsible for defining, delivering, and continuously improving data and analytics products that support Contact Center and Omnichannel insights. This role connects business needs, customer behavior, operational data, and emerging technology to create solutions that improve service performance, agent effectiveness, and our customers experience when interacting with Con Edison. The Product Owner partners with business stakeholders, technology teams, data engineers, analysts, and operational leaders to establish product priorities, manage the product roadmap, produce detailed product requirements, and ensure analytics solutions deliver measurable value.
Responsibilities
Core Responsibilities
Lead the development and delivery of analytics products that support Contact Center and Omnichannel customer engagement operations
Establish product roadmaps and prioritize enhancements based on business value, customer impact, operational needs, and technical feasibility.
Create user stories, features, and epics associated with contact center, mobile, web and IVR data analytics while working with business and ETS stakeholders to appropriate groom product backlogs
Write user stories and acceptance criteria that are clear, concise and easy to understand, driven by VOC and provide business value.
Identify opportunities to improve service performance, customer outcomes, and operational decision-making through data.
Embed a data-driven mindset in the business, rationalizing data needs and ensuring data and analytics products support business objectives and regulatory requirements.
Develop and enhance analytics capabilities that help teams determine the root causes of contact volume, service issues, and operational trends.
Lead experimentation and proof-of-concept efforts when appropriate, ensuring solutions address defined business needs.
Monitor emerging technologies and assess their potential application to Contact Center and Omnichannel data and analytics.
Manage and coach a team of employees and contractors. This includes performing performance reviews, determining upskilling & training requirements, and career coaching
Manage the product delivery lifecycle to ensure products are delivered on time with clear value expectations and change management
Qualifications
Required Education/Experience
High School Diploma/GED and 10+ years of work experience or
Associate's Degree and 8 years of work experience or
Bachelor's Degree and 5 years of work experience
Relevant Work Experience
3-5 years of work experience with agile project management, required.
Experience with Microsoft office applications, including proficiency with Excel or Power BI, required.
Knowledge of Con Edison Customer Operations Contact Center, customer service, IVR, omnichannel or workforce operations, required.
Experience with SQL, Python or other programming languages, required.
Previous experience working with vendors, required.
Experience with managing a cross functional team of employees and vendors, required.
Proven ability to manage multiple assignments and changing priorities, required.
Must have excellent oral and written communications skills, required.
Knowledge of contact center performance metrics and operational processes, preferred.
Experience with predictive analytics, customer behavior analysis, IVR analytics or agent enablement solutions, preferred.
Experience with data enrichment, dashboards, reporting platforms, or customer data products, preferred.
Experience with various Company and Customer Operations computer systems, preferred.
Knowledge of Customer Operations business, rules and regulations, preferred.
Knowledge of O&R customer Assistance, preferred.
Experience in producing formal presentations and documentation for executive and regulatory share out, preferred.
Experience managing a agile product development team as a Product Owner, preferred.
Work toward achieving Con Edison's AI for Practitioner Certification, preferred.
Skills and Abilities
Demonstrated analytical skills
Demonstrated written communication skills
Well organized, detail oriented and flexible to handle multiple assignments
Licenses and Certifications
Driver's License Required
Additional Physical Demands
The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
Project Demonstrated project management skills.
Must be proficient in Microsoft Office including Word, Excel, Power BI, Outlook and PowerPoint, etc.
