Product Owner - Customer Ops Customer Analytics

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