Manager, Product Owner, Infrastructure

About us

Job Purpose

The Manager, Product Management and Journey Leadership provides daily direction, prioritization and leadership for customer and agent-facing capabilities within the Customer Digital Experience portfolio. This role leads product owners and analysts who support scalable, secure and reliable digital, operational and platform capabilities that may include contact center technologies, workforce management, IVR, agent interaction management, customer communications, digital self-service, workflow enablement and future customer journeys.

The role is accountable for connecting business objectives, customer and colleague needs, journey outcomes, operational requirements and technology delivery into a clear product strategy and roadmap. The Manager ensures work is delivered within committed timelines, cost expectations, quality standards, risk controls and safety requirements, while improving customer experience, agent effectiveness, digital self-service, operational efficiency, platform resilience and the responsible use of AI where it creates measurable value.

Key Accountabilities

• Lead, own and champion change within the Customer Digital Experience portfolio, including operational and organizational change that supports business performance, customer value and modern ways of working.
• Define, maintain and communicate product and journey roadmaps, ensuring priorities are clear, measurable and connected to business objectives, customer outcomes, operational value, technical health and dependency management.
• 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 clear 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, including digital channels, contact center capabilities, workflow, knowledge, identity, data, monitoring and release management considerations.
• 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 clear objectives and key results, prioritizing efficiency opportunities that reduce cost to serve and improve the Customer Experience across channels.
• Develop and maintain strong relationships with product teams, National Grid leadership, technology partners and business stakeholders to facilitate timely information flow, decision-making and issue resolution.
• Lead, motivate and develop product owners and analysts by setting clear expectations, coaching on agile product practices, strengthening performance-based culture and supporting career growth.
• Promote a culture of 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, ensuring digital solutions are inclusive, compliant and safe for customers and the business.
• 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, such as 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 changing customer expectations, product management practices, journey management methods, contact center technologies, AI-enabled agent support, automation, conversation orchestration, observability, platform modernization and digital operating models.

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Qualifications

• Bachelor's degree, preferably in engineering, finance, business, computer science, information systems or a related technical discipline, or equivalent experience.
• Minimum of 7+ years of relevant work 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, regulated environments and the importance of safety, reliability, compliance and customer trust.
• Working knowledge of modern contact center and infrastructure concepts such as 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.

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