Senior Customer Success Jobs in Rochester, NY (NOW HIRING)

Job Title: Senior Digital Product Owner

Location: Rochester, NY; Binghamton, NY; Augusta, ME; Orange, CT

Number of Positions: 4

Work type: Office (On-site)

The salary range for this position is dependent upon experience and location, ranging from:

• CT: $128,320 - $160,400

• NY / ME: $116,640 - $145,800

What We Offer:

• Competitive benefits and growth opportunities

• Generous performancebased bonuses

• 12% 401(k) match

• Comprehensive health, dental, and vision insurance

• Tuition reimbursement

• Professional development and clear careeradvancement pathways

For more information, please visit: Benefits - Avangrid

Job Summary

The Senior Product Owner for Digital sits within the Digital Product Strategy team as part of the Customer Service Experience organization, playing a key role in advancing Avangrid's digital transformation. This position leads the development, enhancement, and management of high-impact digital products, such as Payments & Collections, Customer Satisfaction (CSAT) experiences, and Energy Manager solutions, driving meaningful outcomes for both customers and the business.

Avangrid, a member of the Iberdrola Group - a global energy leader and the world's largest producer of wind power - serves over 100 million customers worldwide. In this role, you will help shape the digital experience for more than 3 million U.S. customers, balancing customer needs, regulatory requirements, and business priorities.

You will define product vision, manage and prioritize the product backlog, and deliver solutions that increase digital adoption, improve satisfaction, and streamline customer journeys. Working alongside other Product Owners, you will act as a single, aligned voice across multiple states, ensuring consistency while adapting to local requirements.

Operating in a transforming Agile environment, this role also serves as a driver of business transformation, promoting data-driven decision-making and continuous improvement. This is a unique opportunity to influence enterprise-wide digital strategy within a global organization at a pivotal time of growth.

Responsibilities:

• Understand the business and customer requirements of the product set.

• Deliver competitive advantage through innovative design.

• Identify opportunities and threats for digital propositions based on in-depth knowledge of utility and other sectors, coupled with external market factors.

• Lead the delivery of innovative mobile and/or web projects and enhancements that deliver quality solutions and enhance customer experience.

• Deliver excellent customer service and actively promote customer service standards within area of responsibility.

• Adapt rapidly and effectively to an increasingly regulated competitive market and to reflect any changes to business objectives.

• Act as a champion for digital innovation.

• Ensure accuracy and timeliness of product execution and pricing.

• Engage and collaborate with Marketing, Product, CLM, and Customer Care to ensure their requirements are effectively incorporated into the product planning to deliver a valued product for customers while meeting key business objectives.

• Prioritize the product backlog.

• Actively engage with the team throughout the entire delivery process and always being available to answer questions.

• Working closely with key stakeholders throughout the organization.

• Have strong knowledge of Avangrid as a company and its drive and motivations for offering digital first solutions for customers, that promotes sustainability and growth in a growing renewable world.

• Be knowledgeable of smart solutions products such as Mobility, Electricity vehicle, smart home, solar and their purpose along with how to create digital based propositions for consumers in different challenging markets.

• Engage with third party vendors, including managing the relationship with account managers, and ensuring vendors provide outputs as required.

• Helping to develop key requirements as part of ongoing RFP tenders for additional services that can service your product and the success of your backlog.

• Be able to deliver to a plan, report to key stakeholders and work with scrum master to help facilitate blocker removals from ongoing sprints.

• Have strong analytical skills to take or find data to help inform key decisions in terms of prioritization and success of product deliveries.

• And other duties and projects as assigned.

Required Qualifications:

Education & Experience Required:

• Graduate degree (or equivalent) in a Technology or Digital field, plus 7-10 years of relevant experience in a Digital Retail environment across more than one functional area.

• Experience in creating strong customer centric propositions and products and project management.

Education & Experience Preferred:

• MBA or related advanced degree.

• Experience working in a global company or matrix reporting organization.

Skills/Abilities:

• Excellent written and verbal communication skills.

• Demonstrable track record of effective communication and negotiation internally and externally.

• Ability to manage a complex set of parallel and overlapping issues, strategic objectives and customer needs (technological, financial, business process and customer behavior) and to synthesize into a clear strategic vision for Digital Engagement.

• Have strong business acumen to shape and inform strategic plans based on value.

• Ability to work across business boundaries.

• Confidence in challenging convention with strong abilities to influence cross-group teams and build executive relationships

• External awareness of the global utilities & other industry to identify opportunities for the Iberdrola group

• Ability to deliver results whilst managing multiple stakeholders and competing demands within a rapidly changing environment

• Ability to stay calm under pressure and to take risk balanced decisions to continually drive Digital innovation.

• Proven ability to generate continuous improvement in daily operations.

• High degree of numeracy skills, including some statistical knowledge.

• A clear understanding of the financial impacts of Digital engagement.

• Extensive experience of digital, with specific focus on Digital Product and delivery in a large corporate environment.

• Establish external partners and cross-industry business links to drive digital innovation e.g.: financial, telecoms, social media

• Requirement to travel within Avangrid operating areas as appropriate.

• Have an existing and expert knowledge of emerging and evolving digital innovations, social media and the 'internet of things'.

• Change leader who can drive Digital "Agile" transformation across the Avangrid Group and partners, ranging a variety of cultures and capabilities.

• Strategic thinker and ROI delivery focused.

• Ability to prioritize and use initiative at appropriate level.

• Specialist knowledge in Digital/Web and Customer Services business areas.

• Understanding of commercial impact and opportunities of online/self-serve customer service, marketing and sales.

• Strong communication and stakeholder management skillset.

• Strong business acumen and analytical skills.

• Well-developed negotiation/influencing skills.

• Awareness of Regulatory environment.

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Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee's management.

Job Posting End Date: