National Grid is seeking a Manager, Product Owner, Infrastructure to lead technology product management efforts within the Customer Digital Experience portfolio. The role focuses on daily direction, prioritization, and leadership for customer and agent-facing capabilities, spanning product strategy, roadmap execution, delivery, and responsible use of AI.
Role Focus
Own and champion change across Customer Digital Experience, guiding operational and organizational shifts that support business performance, customer value, and modern ways of working. Lead product planning and delivery that connects priorities to business objectives, customer outcomes, operational value, technical health, and dependency management.
Responsibilities
- Lead, own, and advocate for change within the Customer Digital Experience portfolio, including operational and organizational changes that improve business performance and customer value.
- Define, maintain, and communicate product and journey roadmaps with priorities that are clear, measurable, and aligned to business objectives and customer outcomes.
- Own and prioritize the product backlog across assigned journeys and platforms, translating business needs, regulatory requirements, platform constraints, colleague pain points, and customer insights into features, user stories, and acceptance criteria.
- Partner with engineering, enterprise architecture, cybersecurity, operations, analytics, AI enablement teams, vendors, and product peers to support secure, scalable, and resilient solution design across digital channels and contact center capabilities.
- Report progress, risks, decisions, and benefits from process and product improvements to leadership across Customer, Gas, Electric, and jurisdictional business units in Massachusetts, Upstate New York, and Downstate New York.
- Support delivery of product enhancements with objectives and key results, prioritizing efficiency opportunities that reduce cost to serve and improve customer experience across channels.
- Build and sustain relationships with product teams, National Grid leadership, technology partners, and business stakeholders to enable timely information flow, decision-making, and issue resolution.
- Lead, motivate, and develop product owners and analysts by setting clear expectations, coaching agile product practices, strengthening a performance-based culture, and supporting career growth.
- Drive continuous improvement and value for money by challenging current processes, simplifying ways of working, improving estimation and sequencing, and using data to guide investment decisions.
- Embed accessibility, privacy, cybersecurity, regulatory readiness, and operational controls into product planning and delivery to support inclusive, compliant, and safe solutions.
- Use customer feedback, digital analytics, operational data, and platform performance insights to identify friction, track outcomes, inform prioritization, and validate delivered value.
- Apply AI in targeted, responsible ways to improve outcomes, including surfacing customer and agent insights, summarizing interaction themes, identifying journey friction, recommending next-best actions, automating routine analysis, strengthening knowledge retrieval, and improving forecasting or workload planning where appropriate.
- Partner with Twilio, Cisco, NICE, in-house Verizon team members, and other delivery partners to manage scope, dependencies, quality, service levels, roadmaps, commercial considerations, and performance against commitments.
- Stay current on evolving customer expectations and product management practices, including journey management methods, contact center technologies, AI-enabled agent support, automation, conversation orchestration, observability, platform modernization, and digital operating models.
Required Qualifications
- Bachelor’s degree, preferably in engineering, finance, business, computer science, information systems, or a related technical discipline, or equivalent experience.
- Minimum 7+ years of relevant experience in digital product management, journey management, technology delivery, customer operations, utility operations, or a related field.
- Experience leading people, coaching product talent, and managing work across cross-functional delivery teams.
- Demonstrated experience assessing complex activities, evaluating resource needs, and managing priorities across multiple business and technical stakeholders.
- In-depth knowledge of product management, product ownership, journey leadership, agile delivery, backlog management, prioritization methods, roadmap planning, and outcome-based delivery.
- Good understanding of utility operations and regulated environments, including safety, reliability, compliance, and customer trust.
- Working knowledge of modern contact center and infrastructure concepts including telephony, messaging, cloud services, APIs, identity and access management, data platforms, monitoring/observability, cybersecurity, release management, and business continuity.
- Familiarity with practical AI applications including insight generation, automation, summarization, intelligent search, personalization, forecasting, digital analytics, experimentation, accessibility standards, and secure customer data practices.
- Ability to communicate clearly with executive, business, and technical audiences, including translating complex issues into decisions, risks, tradeoffs, and recommended next steps.
- Experience using metrics and analytics to evaluate product performance, customer behavior, operational efficiency, and delivery outcomes.
Technology Exposure
Twilio, Cisco, NICE, Verizon, telephony, messaging, cloud services, APIs, identity and access management, data platforms, monitoring/observability, cybersecurity, release management, business continuity, digital analytics.
Location and Compensation
- Location: Syracuse, NY (hybrid)
- Salary: USD 138,000 - 162,000 per year
Additional Details
- National Grid will not provide visa sponsorship for this position now or in the future.
- National Grid uses an assessment that evaluates job qualifications/characteristics using AI or statistically based scoring.
- This position has a career path that provides advancement opportunities within and across bands as you develop and evolve.
Assessment and Offers
Candidates will be assessed and provided offers based on the minimum qualifications of this role and their individual experience.
