Prin Product Mgr - Platform Investments (Customer Care, AI, IVR) - Exelon
PHILADELPHIA, PA
About the Job
Description
PRIMARY PURPOSE OF POSITION
The Product Mgr (PM) is responsible for establishing the platform vision and strategy, objectives and key results, development and execution of the product roadmap and the prioritization of backlog items to both support and enhance the product, driving customer and business results and outcomes. The PM may be responsible for one or several concurrent high business value products, projects or assignments which can cross multiple functional business areas and Agile Delivery Teams. The PM will serve as a part of an Agile Delivery Team (ADT) to be jointly accountable for the successful capture of business value and execution of key strategic initiatives, enhancements, and ongoing support. At an organizational level, understanding business need and priority. This may require integration with activities outside of the direct scope of the Agile Delivery Team. At a strategic level, use experience and judgement skills to prioritize and design an approach which is suitable to achieve business goals and eliminate constraints. At a team level, communicate product roadmap & backlog priority and provide feedback for optimal team dynamics and performance. The PM is responsible for working in the agile development framework to deliver new features that support the iterative implementation of new and improved customer experiences, based on driving outcomes, at a program and utility-wide, scaled level. The role introduces capabilities that cross multiple business and technology teams, as well as various operating companies, assuring the solutions developed support the long-term vision of the customer journey / product roadmaps. As the principal liaison between business and technology groups, the role requires cross functional collaboration and understanding of both technical and business needs (including people and process) to support the implementation of key features.
This role will be filled to support the Customer Flight Path, leading the execution and road mapping of key investments across all operating companies. The position will be focused on platform investments, which include key platforms such as Artificial Intelligence (AI) , Customer Care, and Interactive Voice Response (IVR) systems.
PRIMARY DUTIES AND ACCOUNTABILITIES
+ Partner with business sponsors, leaders, other PMs and deliver/develop product strategy, outcomes and roadmaps and is the sole person responsible for managing the Product Backlog. Prioritizes work according to business strategy, business impact and concrete results. Creates, inspires, and drives forward evolving product vision and measures impact to product/customer value continuously. (30%)
+ Provide context to the Agile Delivery Team to help build solutions to meet current and future customer and business needs. Regularly review and report out on progress relative to business plans and business value in the context of the broader vision. Understand competing business and stakeholder expectations and prioritize accordingly. (30%)
+ Manage stakeholders, coach subject matter experts, and communicate across multiple business units and operating companies (15%)
+ Review, approve and provide feedback on Agile Delivery Teamwork progress, stories, sprint planning and product deliverable(s). (15%)
+ Help remove impediments for the Agile Delivery Team by supporting information gathering from relevant business stakeholders and bring issues that disrupt the team to the Scrum Master. (5%)
+ Manages product budget, coordination of resources, and assists with identification of risks and issues. (5%)
JOB SCOPE
+ Be a customer experience visionary, thoroughly understand and anticipate customer and business needs in order to develop engaging customer experiences.
+ Responsibilities span the Exelon Utilities organization with a high-frequency of interaction.
+ Responsible for defining business value and tracking to business goals.
+ Responsible for the pursuit of maximizing value and return on investment for the Agile Delivery Teams as the primary representative of the business area(s)/product. Collaborates with technology teams to groom features. Supports development team throughout the product delivery lifecycle through clarification of business and customer needs.
+ Create, own, vet, maintain, and socialize product roadmaps and features based on data-driven trends and competitive/industry insights to meet business goals and provide a world-class customer experience; prioritize features based on customer value proposition.
+ Lead the definition of product requirements and minimum viable product using input from various sources including external sources such as digital trends, technology innovations, and customer research, as well as internal sources such as analytics and customer feedback.
+ Position allows for a great deal of autonomy (planning, decision making, business prioritization), high visibility and exposure to leaders and Sr management across Exelon Utilities.
+ Create and present executive product updates, including performance metrics and delivery status Support project management processes such as risk and issue management and budget management.
Qualifications
MINIMUM QUALIFICATIONS
ยท BA or BS degree in Business or related field and 7-10 years related business experience. In lieu of degree, 9-12 years of relevant experience.
+ Strong business operation knowledge and understanding of business KPIs.
+ A strategic thinker with a customer-centric mindset that understands technology and how to leverage it to achieve business results; proven track of getting things done.
+ Demonstrated ability to make well-informed decisions leveraging data analysis/interpretation and based on clear understanding of delivery objectives.
+ Accountable, self-starting, and proactive; always looking for process improvements and creative ways to solve problems.
+ Demonstrated ability to lead a cross-functional team. Ability to establish trust, communicate effectively, and foster culture change leveraging situational awareness, continuous improvement, empowerment, and transparency skillsets.
+ Excellent project, budget, and resource management skills as well as advanced skills in conflict management and negotiation.
+ Strong written / verbal communication and presentation skills; ability to speak to, and influence peers, partners, and executive leadership.
+ Experience dealing with ambiguity and demonstrated aptitude of prioritizing business needs and value with the ability to communicate with the delivery team.
+ Experience on a technical enhancement team, including as a business stakeholder, in high-tech development environments with multiple priorities and initiatives.
+ Experience working in an agile environment; hands-on experience managing all stages of the product life cycle.
+ Technical background with knowledge of software development and digital technologies.
+ Experienced with Agile Work Management Tool such as Azure DevOps, Test Automation etc.
+ Working knowledge and application of Agile practices and principles, principally Scrum, and experience advocating these practices and principles across cross-functional organizations.
PREFERRED QUALIFICATIONS
+ BS in Computer Science, Engineering or similar field; MBA or relevant professional certification.
+ Previous experience in Artificial Intelligence (AI), including generative AI as it relates to customer service applications.
+ Previous experience in Interactive Voice Response (IVR).
Benefits
+ Annual salary will vary based on a candidate's skills, qualifications, experience, and other factors: $106,400-$159,600
+ Annual bonus and incentive pay up to 20%
+ 401(k) match and annual company contribution
+ Medical, Dental and Vision Insurance
+ Life and disability insurance
+ Generous paid time off, including vacation, floating and fixed holidays and sick time
+ Maternity leave as well as paid bonding/primary caregiver leave or parental leave for the birth or adoption of a child or to care for an ill family member, as applicable (eligibility based on position)
+ Long Term Incentive Plan for eligible positions
+ Wellbeing programs such as tuition reimbursement, adoption assistance and fitness reimbursement
+ Referral bonus program
+ And much more
REQNUMBER: 253641
Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. If you are an individual with a disability and need an accommodation to complete the application, please email us at DandI@exeloncorp.com.
PRIMARY PURPOSE OF POSITION
The Product Mgr (PM) is responsible for establishing the platform vision and strategy, objectives and key results, development and execution of the product roadmap and the prioritization of backlog items to both support and enhance the product, driving customer and business results and outcomes. The PM may be responsible for one or several concurrent high business value products, projects or assignments which can cross multiple functional business areas and Agile Delivery Teams. The PM will serve as a part of an Agile Delivery Team (ADT) to be jointly accountable for the successful capture of business value and execution of key strategic initiatives, enhancements, and ongoing support. At an organizational level, understanding business need and priority. This may require integration with activities outside of the direct scope of the Agile Delivery Team. At a strategic level, use experience and judgement skills to prioritize and design an approach which is suitable to achieve business goals and eliminate constraints. At a team level, communicate product roadmap & backlog priority and provide feedback for optimal team dynamics and performance. The PM is responsible for working in the agile development framework to deliver new features that support the iterative implementation of new and improved customer experiences, based on driving outcomes, at a program and utility-wide, scaled level. The role introduces capabilities that cross multiple business and technology teams, as well as various operating companies, assuring the solutions developed support the long-term vision of the customer journey / product roadmaps. As the principal liaison between business and technology groups, the role requires cross functional collaboration and understanding of both technical and business needs (including people and process) to support the implementation of key features.
This role will be filled to support the Customer Flight Path, leading the execution and road mapping of key investments across all operating companies. The position will be focused on platform investments, which include key platforms such as Artificial Intelligence (AI) , Customer Care, and Interactive Voice Response (IVR) systems.
PRIMARY DUTIES AND ACCOUNTABILITIES
+ Partner with business sponsors, leaders, other PMs and deliver/develop product strategy, outcomes and roadmaps and is the sole person responsible for managing the Product Backlog. Prioritizes work according to business strategy, business impact and concrete results. Creates, inspires, and drives forward evolving product vision and measures impact to product/customer value continuously. (30%)
+ Provide context to the Agile Delivery Team to help build solutions to meet current and future customer and business needs. Regularly review and report out on progress relative to business plans and business value in the context of the broader vision. Understand competing business and stakeholder expectations and prioritize accordingly. (30%)
+ Manage stakeholders, coach subject matter experts, and communicate across multiple business units and operating companies (15%)
+ Review, approve and provide feedback on Agile Delivery Teamwork progress, stories, sprint planning and product deliverable(s). (15%)
+ Help remove impediments for the Agile Delivery Team by supporting information gathering from relevant business stakeholders and bring issues that disrupt the team to the Scrum Master. (5%)
+ Manages product budget, coordination of resources, and assists with identification of risks and issues. (5%)
JOB SCOPE
+ Be a customer experience visionary, thoroughly understand and anticipate customer and business needs in order to develop engaging customer experiences.
+ Responsibilities span the Exelon Utilities organization with a high-frequency of interaction.
+ Responsible for defining business value and tracking to business goals.
+ Responsible for the pursuit of maximizing value and return on investment for the Agile Delivery Teams as the primary representative of the business area(s)/product. Collaborates with technology teams to groom features. Supports development team throughout the product delivery lifecycle through clarification of business and customer needs.
+ Create, own, vet, maintain, and socialize product roadmaps and features based on data-driven trends and competitive/industry insights to meet business goals and provide a world-class customer experience; prioritize features based on customer value proposition.
+ Lead the definition of product requirements and minimum viable product using input from various sources including external sources such as digital trends, technology innovations, and customer research, as well as internal sources such as analytics and customer feedback.
+ Position allows for a great deal of autonomy (planning, decision making, business prioritization), high visibility and exposure to leaders and Sr management across Exelon Utilities.
+ Create and present executive product updates, including performance metrics and delivery status Support project management processes such as risk and issue management and budget management.
Qualifications
MINIMUM QUALIFICATIONS
ยท BA or BS degree in Business or related field and 7-10 years related business experience. In lieu of degree, 9-12 years of relevant experience.
+ Strong business operation knowledge and understanding of business KPIs.
+ A strategic thinker with a customer-centric mindset that understands technology and how to leverage it to achieve business results; proven track of getting things done.
+ Demonstrated ability to make well-informed decisions leveraging data analysis/interpretation and based on clear understanding of delivery objectives.
+ Accountable, self-starting, and proactive; always looking for process improvements and creative ways to solve problems.
+ Demonstrated ability to lead a cross-functional team. Ability to establish trust, communicate effectively, and foster culture change leveraging situational awareness, continuous improvement, empowerment, and transparency skillsets.
+ Excellent project, budget, and resource management skills as well as advanced skills in conflict management and negotiation.
+ Strong written / verbal communication and presentation skills; ability to speak to, and influence peers, partners, and executive leadership.
+ Experience dealing with ambiguity and demonstrated aptitude of prioritizing business needs and value with the ability to communicate with the delivery team.
+ Experience on a technical enhancement team, including as a business stakeholder, in high-tech development environments with multiple priorities and initiatives.
+ Experience working in an agile environment; hands-on experience managing all stages of the product life cycle.
+ Technical background with knowledge of software development and digital technologies.
+ Experienced with Agile Work Management Tool such as Azure DevOps, Test Automation etc.
+ Working knowledge and application of Agile practices and principles, principally Scrum, and experience advocating these practices and principles across cross-functional organizations.
PREFERRED QUALIFICATIONS
+ BS in Computer Science, Engineering or similar field; MBA or relevant professional certification.
+ Previous experience in Artificial Intelligence (AI), including generative AI as it relates to customer service applications.
+ Previous experience in Interactive Voice Response (IVR).
Benefits
+ Annual salary will vary based on a candidate's skills, qualifications, experience, and other factors: $106,400-$159,600
+ Annual bonus and incentive pay up to 20%
+ 401(k) match and annual company contribution
+ Medical, Dental and Vision Insurance
+ Life and disability insurance
+ Generous paid time off, including vacation, floating and fixed holidays and sick time
+ Maternity leave as well as paid bonding/primary caregiver leave or parental leave for the birth or adoption of a child or to care for an ill family member, as applicable (eligibility based on position)
+ Long Term Incentive Plan for eligible positions
+ Wellbeing programs such as tuition reimbursement, adoption assistance and fitness reimbursement
+ Referral bonus program
+ And much more
REQNUMBER: 253641
Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. If you are an individual with a disability and need an accommodation to complete the application, please email us at DandI@exeloncorp.com.
Source : Exelon