Job Description

Requisition ID: 64767

Job Function/Category: Information Technology

Employment Type: Exempt Full Time

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

Job Summary

This position is a direct report to the Director of IT Customer Solutions and Technology Products. Group Product Manager works with business and technology stakeholders and product teams to develop and convey product vision; define backlog; and deliver and sustain the end-to-end customer experience. Group Product Manager conceive, define, test, deliver, monitor, refine and retire digital products to maximize business results. He/she must also be able to partner effectively with a wide range of teams, including business leaders, delivery teams and external partners, driving business success while promoting the self-organizing culture that makes agile delivery organizations successful. This group product manager position will focus on delivering business value to Customer Care, Call Center technologies such as Customer Relationship Management, Interactive Voice Response (IVR), Automated Call Distribution (ACD), Salesforce, MuleSoft and other emerging technologies. The group product manager will lead several products under Smart Services Product Group focusing on Customer Operations needs.

Job Responsibilities

* Oversees all the Product Teams within their Business Unit domain. Drives and executes projects within the assigned Business Unit domain. Partners with IT and business leadership and other key stakeholders to define opportunities and to identify and prioritize products based on predefined criteria (return on investment, productivity, compliance).
* Accountable for receiving approval from stakeholders on portfolio strategy and plan. Ensure operations of these technology solutions are consistent with service and business performance objectives; take necessary steps to deploy remedies where needed with internal and external partners. Works with governance bodies to review and approve strategies, categories and overall structure.
* Establishes priorities of the product backlog (Features and Technical Debt) in collaboration with the Business and Product Teams. Ensures the development of the life cycle view of the solution including the conception of its need, design and execution, and upgrade and/or replacement when appropriate.
* Accountable for designs, specs and program management for projects that fall within the scope of their Business Unit domain. Ensures timely escalation and management of technical and service shortfalls to relevant technical support teams for resolution and for future prevention.
* Manages quality assurance roll-outs and performs functional analysis to assess the robustness of projects recently launched. Collaborates with Finance to define cost allocation, cost recovery and pricing plan within the overall context of charge back or pricing model for a product.
* Develops and manages the cost model for portfolio products and identifies appropriate cost levers for improvement. Develop and analyze performance dashboards and scorecards to quantify and measure outcomes and identify shortfalls, remedies and opportunities to management. Provides feedback on product design and operational features in order to ensure the adoption of new products.
* Accountable for overseeing the development of the product backlog and actionable user stories for a portfolio of products. Identify the guidelines for project operational roll outs and acts as a safeguard to protect the business case for the program.

In addition to the requirements listed below See Key Skills and Knowledge needed:

* Minimum 2 years experience working with Customer Relationship Management products such as Salesforce, SAP CRM/ISU, or equivalent.
* Minimum 3 years experience in a managerial position with 5+ direct reports
* Broad to in-depth knowledge of Customer Care Services functions and applications, and of system and technology alternatives. Application solutions include Salesforce, Customer Relationship Management, Interactive Voice Response (IVR), Automated Call Distribution, and integration solutions such as MuleSoft
* Direct experience with Agile (Scrum) project methodologies and practices.

Job Specific Qualifications

Required:

* Bachelor degree in Computer Science, Engineering or Business or a related field
* 12+ years of relevant experience within the information technology field or an industry with reliance on technical expertise
* Demonstrated experience managing outsourced vendors (on and off shore) within the information technology field
* Sound expertise in product/program management, technology resource management, job positions, career paths, recruiting, and compensation
* Ability to proactively communicate technical topics in a clear, succinct, and relevant way
* Proven experience in managing program budgets and technology cost centers in large corporate environments to ensure corporate targets are met
* Technology procurement & technology financial operations experience ensuring vendor contracts support business and corporate needs
* Proficient in working with business areas to understand needs/requirements with an ability provide innovative solutions
* Technically knowledgeable with the ability to assess solutions for current and future needs across organizations.
* Track record as an innovator and agent leading organizations and people through change
* Proven experience in long term planning including building roadmaps and program planning
* Digital acumen with strong leadership and influence skills
* Ability to present to all levels of management & executive leadership
* Excellent teamwork, facilitation, relationship building, and negotiation skills
* Familiarity with Salesforce.com best practices, support mechanisms, procedures and limitations is required

Desired:

* Graduate degree or MBA
* Technical/software certification such as Salesforce Certifications, AWS certification, etc.
* Experience designing and developing software components specifically with Salesforce.com platform.
* Experience with CMMI
* Experience working and supporting call center operations
* Project Management Professional (PMP) or Scrum Master certifications

Minimum Years of Experience

12 years of experience

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Need to request an accommodation?

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Nearest Major Market: Newark
Nearest Secondary Market: New York City
Job Segment: Information Technology, IT Manager, Engineer, ERP, Product Manager, Technology, Engineering, Operations