Eversource Energy Senior Product Owner and Vendor Program Manager in Westwood, Massachusetts
Check out this video and find out why our team loves to work here! (https://www.youtube.com/watch?v=fHmr45H8xZE)The Senior Product Owner is a member of the Telephony Strategy and Support team responsible for implementing and delivering new digital capabilities and/or enhancements to current digital products (desktop, mobile and interactive voice) that directly impact critical business goals including company targets and customer satisfaction. This position also serves as a subject matter expert for managing the day to day relationship with specific vendors which are contracted to support the systems / applications utilized by Eversource Contact Center, supports the development of the Digital Self-Service Roadmap – driving Eversource to ideal customer experiences.
Build relationships with vendors to understand objectives and priorities through regular meetings, review of SLAs and resolution of escalated issues.
Serve as a liaison between internal business partners and external vendors to ensure accurate information is exchanged and business objectives are met.
Serve as point of contact for issues and escalations relating to vendor oversight, technical support or general operational needs for services or applications provided by external vendors. Take immediate action to remedy issues and manage through to resolution clearly communicating status updates on a timely basis.
Review and approve vendor invoicing, including any performance penalties or incentives.
Maintain positive working relationship with vendors to identify operational and procedural improvement opportunities, cost savings, industry and non-industry best practices, new service offerings, and emerging technology.
Establish regular meetings with vendors and business leadership to prioritize Telephony Strategy and Support workload.
Evaluate vendor performance based on historical and current trends and communicate results to Eversource management with recommended action plan.
Participate in regular Request for Proposal (RFP) activities, including developing requirements, statements of work, pricing models, performance metrics, bidder question responses, selection of candidates, evaluation of bids, contract aware, contract execution, vendor build and onboarding, etc.
Analyzes proposed or existing methods, policies, procedures and/or technologies related to Customer Group activities, providing recommended changes that are in line with Eversource’s strategic direction. Coach business partners as to benefits of recommended changes.
Supports the production of Customer Group financial and operational management reports which include detailed quantitative analysis of data, conclusions, and recommendations.
Participates in and / or leads cross-functional project teams that affect customer services processes, and Customer Group systems / applications, as well as various data marts and data warehouses.
Represents Customer Group and Eversource on specific industry committees, professional organizations or joint study groups as authorized.
Maintain professional and technical knowledge by tracking emerging trends in technology and operations management; reviewing professional publications; establishing personal networks; and benchmarking state of the are practices.
Participate in the development of a strategic system / application vision and delivery of a roadmap for evolving our use of customer service automation as a key strategic capability.
Maintain in-depth knowledge of vendor applications and systems, Eversource operations, and vendor touch points within Eversource to ensure the needs of Eversource are being met and the solutions being offered by the vendor can be integrated into the Eversource infrastructure, operations and corporate standards.
Lead discussions with Business and / or IT to guide design and architectural set up of Customer Group infrastructure and applications based on strategic direction of Eversource. Understand connection points between Customer Group technology infrastructure / applications and the desktop applications so can effectively troubleshoot issues or provide strategic and tactical support for the systems / applications being supported.
Collaborates with key internal business partners to identify and resolve internal and vendor service level agreement issues. Lead efforts with vendor to ensure all root cause analysis is provided in a timely manner and effectively outlines the issue, action steps taken to resolve the issue and remediation steps being implemented to prevent repeat occurrences.
Technical Knowledge/Skill: Requires in-depth knowledge and experience with IT systems and performance reporting, customer service technology, as well as strong analytical and investigative skills. Requires demonstrated presentation, verbal and written communication and interpersonal skills. Also requires a comprehensive knowledge of rates, billing and service requirements, DTE regulations, customer systems, meter history and meter reading data files and transactions, and various data marts and data warehouses. Requires knowledge with vendor contract management, request for proposal processing, vendor invoicing, and budgeting. Must be proficient in PC desktop applications (e.g. Microsoft Word & Excel). Medium-level programming or a demonstrated programming aptitude (COBOL, SAS, ACL, SQL, etc.) preferred. Ability to work with financial models and perform financial analysis preferred. Ability to develop and maintain effective working relationships at all levels across the organization and with external vendors is required. Proven ability to manage issues through to resolution.
Requires a Bachelor’s Degree in Computer Science or related discipline or equivalent experience
Minimum of 5 years of related related experience. Demonstrated experience in building analytical models, working with IT systems, project and vendor management and financial/investment decision analysis
Licenses & Certifications:
- Must be available to work emergency storm assignment as required.
- Must be available to travel between MA/CT/NH as necessary.
- Work is performed primarily in an office environment which requires sitting, standing, walking, and using computers and telephones. After hour and weekend support is also required in an “on call” capacity, as well as special assignments for storm duty as assigned. Minimal travel may be expected
Mental Aspects :
Work includes calculating, comparing, documenting, coordinating, implementing, leading, analyzing, consulting, and presenting. This role works in an environment that often requires the performance of multiple simultaneous activities, where deadlines need to be met and work is performed under pressure while involving significant business commitments and results. Must be able to lead, work independently and collaboratively within the organization as well as with vendors, and be able to work with sensitive and confidential information
Set and Communicate Direction and Priorities
- Communicate priorities and goals (company, department, team)
- Show how employee’s work fits in
- Provide business updates, news
- Communicate, communicate, communicate
Build Trusting Relationships
- Role model honesty/integrity in communication and action
- Balance “getting results” with concern for individual needs
- Have honest dialogue with employees; get to know them
Manage and Develop People
- Set realistic performance objectives and expectations
- Give ongoing, honest feedback; coach for success
- Recognize good performance
- Visit crews in the field
- Remove obstacles to day-to-day performance
- Provide tools, information, training
Foster Teamwork and Cross-functional Collaboration
- Encourage cooperation/remove obstacles between work groups/departments
- Encourage collaboration/peers helping peers
Create a Diverse, Inclusive Workforce
- Ask for employee input on work process/practice improvements and before implementing change that will affect them
- Encourage ideas
- Deliver effective, positive communications about change to your team
- Exhibit a “can-do” attitude to successfully implement changes in priorities and work processes
- Respond positively to new demands or circumstances
Focus on the Customer
- Ensure that everyone on the team understands our customer promise and provides superior customer service
- Be a role model for the team on delivering superior customer service
Number of Openings:
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
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