Utility Customer Service Jobs in Raleigh, NC (NOW HIRING)

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Product Subject Matter Expert leads the strategy, roadmap, and performance of the Sensus Advanced Metering Infrastructure (AMI) headend software platform. This role defines and delivers secure, scalable, and interoperable software capabilities that support utility metertocash processes, device and network management, data collection and analytics, outage and event management, and seamless integration with utility enterprise systems.

You bring strong software product management experience with handson exposure to modern development practices, including the use of artificial intelligence to accelerate specdriven development. You oversee the full software product lifecycle-from concept and launch through growth and endoflife-while applying deep domain knowledge of AMI systems and the operational needs of electric, gas, and water utilities.

The Role

You will own the vision, strategy, and execution of Xylem's AMI headend software platform, a missioncritical system that enables utilities to operate reliably, securely, and efficiently. You will translate customer, regulatory, and market needs into a scalable, cybersecure, and commercially successful software platform while leading crossfunctional teams to deliver highquality releases that drive customer and business outcomes.

This role combines product strategy, technical leadership, customer engagement, and P&L accountability, with direct influence on Xylem's digital growth strategy and utility customer experience.

Core Responsibilities

Product Strategy & Management

• Own the product vision, strategy, and multiyear roadmap for the AMI headend software platform, aligned with customer needs, regulatory requirements, market trends, and Xylem's digital strategy.
• Translate customer, regulatory, and operational requirements into clear product strategies that prioritize reliability, interoperability, cybersecurity, scalability, and usability for utility operations teams.
• Define and prioritize the product backlog, including epics, features, acceptance criteria, and nonfunctional requirements.
• Lead crossfunctional planning with Engineering, Architecture, UX, Program Management, Support, and Operations to deliver new AMI headend capabilities, releases, and platform enhancements.
• Drive specdriven development practices, leveraging AIassisted tools to convert market insights and customer personas into highquality requirements and test cases that improve development velocity and product quality.

Commercialization & Customer Engagement

• Own the financial performance of the AMI headend platform, including margin accountability; track revenue, cost, and profitability drivers and identify actions to improve gross margin.
• Partner with Sales, Commercial Operations, and Regional teams to position the platform with clear value propositions for electric, gas, and water utilities.
• Support gotomarket planning, pricing, packaging, licensing, and bundling with metering devices, networks, and services.
• Engage directly with strategic customers, prospects, and partners to validate roadmap priorities, understand use cases, and gather feedback on product performance and usability.
• Represent the AMI headend platform in customer meetings, industry events, and partner forums, clearly communicating product vision, roadmap, and differentiation.
• Collaborate with Marketing to develop product collateral, case studies, demos, and enablement materials emphasizing operational, financial, and sustainability outcomes.
• Work with Customer Success, Professional Services, and Support teams to ensure successful deployments, adoption, and ongoing value realization.

CrossFunctional Leadership

• Lead crossfunctional teams across Engineering, Architecture, UX, DevOps/SRE, Security, Program Management, Operations, and Commercial functions to deliver highquality releases on time and within budget.
• Partner with Engineering and Architecture to define technical direction, including cloud architecture, multitenant strategies, integration patterns, security controls, and scalability.
• Coordinate with other product managers to deliver cohesive, endtoend customer experiences across metering, networks, grid, and analytics workflows.
• Serve as the internal subjectmatter expert on AMI headend capabilities, customer needs, and the competitive landscape, advising senior leadership on investments and priorities.

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Systems, or a related technical field, or equivalent experience.
• Product management experience in software or SaaS products, including at least 3 years in utility, energy, grid, metering, or closely related domains.
• Demonstrated experience managing complex, missioncritical enterprise software products across the full lifecycle.
• Practical experience with Agile/Scrum, CI/CD, DevOps, and close collaboration with engineering and architecture teams.
• Proven ability to translate customer, regulatory, and market requirements into effective product strategies, roadmaps, and prioritized backlogs.
• Strong written and verbal communication skills, with the ability to engage technical teams, executives, and customers.

Preferred Qualifications

• Experience with AMI systems, meter data management (MDM), headend platforms, or utility operational technology.
• Background in electric, gas, or water utility operations (e.g., metertocash, outage management, distribution operations, field operations).
• Familiarity with public cloud platforms (AWS, Azure), microservices architectures, and APIfirst SaaS delivery models.
• Handson exposure to using AI in software development, analytics, or operational workflows.
• Experience working in a global, matrixed organization across regions and product lines.

Key Competencies

• Entrepreneurial Mindset: Drives business cases, P&L performance, and value creation.
• Customer Focus: Demonstrates deep empathy for utility operators and end users.
• Strategic Thinking: Defines and communicates a clear longterm platform vision.
• Delivery Excellence: Converts strategy into shipped software while managing tradeoffs.
• Collaboration: Leads through influence in complex, crossfunctional environments.
• Analytical Rigor: Uses KPIs, customer data, and financial metrics to guide decisions.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.