Product Owner - Customer Ops Customer Analytics

Overview

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.