Contact Center Analytics Product Jobs

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Product Owner - Customer Ops Customer Analytics

ConEdison New York, NY

New York, NY

Today

$115k - $155k/yr Full time Analytics Business Analytics Business Intelligence

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Job Description

ConEdison is looking for a Product Owner to define, deliver, and continuously improve customer engagement data and analytics products that support Contact Center and Omnichannel insights. In this onsite New York, NY role, you will partner with business and technology teams to set priorities, manage the analytics roadmap, and translate stakeholder needs into clear product requirements and measurable outcomes.

What you’ll do

Lead the development and delivery of analytics products supporting 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 for contact center, mobile, web, and IVR data analytics in collaboration with business and ETS stakeholders, while grooming the product backlog appropriately
Write user stories and acceptance criteria that are clear, concise, and easy to understand, driven by VOC and focused on business value
Identify opportunities to improve service performance, customer outcomes, and operational decision-making through data
Embed a data-driven mindset in the business by rationalizing data needs and ensuring analytics products support business objectives and regulatory requirements
Develop and enhance analytics capabilities to help teams determine root causes of contact volume, service issues, and operational trends
Lead experimentation and proof-of-concept efforts when appropriate to ensure 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, including performance reviews, upskilling and training requirements, and career coaching
Manage the product delivery lifecycle to deliver on time with clear value expectations and change management

Requirements

3-5 years of work experience with agile project management
Proficiency with Microsoft Office, including Excel or Power BI
Knowledge of Con Edison Customer Operations Contact Center, customer service, IVR, omnichannel, or workforce operations
Experience with SQL, Python, or other programming languages
Experience working with vendors
Experience managing a cross-functional team of employees and vendors
Proven ability to manage multiple assignments and changing priorities
Excellent oral and written communication skills

Technologies

Excel, Power BI, SQL, Python
Microsoft Office applications, including Word, Outlook, and PowerPoint

Salary & experience

USD 115,000 - 155,000 per year. Minimum experience: 3 years. Education: High School Diploma/GED.

Benefits

Rich medical & pharmacy benefits, including vision benefits
Dental benefits
Health Savings Accounts
Health Care and Dependent Care Flexible Spending Accounts
401(k) with robust matching
Employer paid Pension Plan
Employee Stock Purchase Plan with a generous matching contribution
State of the art Employee Assistance Program
Paid Parental Leave
Generous paid time off plus paid holidays
Family support: emergency backup child, & elder care assistance
Social responsibility and volunteer opportunities
Employee discount program
Commuter Benefits
Culture of growth and learning: career development, tuition reimbursement, recognition program
Life and Long-Term Disability Benefits

Additional notes

Driver’s License Required
The selected candidate will be assigned a System Emergency Assignment and expected to work non-business hours during emergencies, including nights, weekends, and holidays

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