Business Project Manager, Voice of the Customer and Customer Experience Strategy Team (Hybrid Schedule)

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.). Applicants requiring visa sponsorship to start employment with Eversource will not be considered.Role and Scope of Position:
The Business Project Manager serves as a strategic partner to the Eversource Voice of the Customer and Customer Experience Strategy Team, leading complex business initiatives across Massachusetts, Connecticut, and New Hampshire. This role is accountable for delivering projects that achieve corporate and customer objectives, meet regulatory commitments and key performance indicators, and are completed efficiently, within scope, on schedule, and within budget. This position works closely with Customer Group leadership, Regulatory and Information Technology (IT) and cross-functional stakeholders to drive business value, customer satisfaction, operational excellence, and organizational change management. Travel is required occasionally between work locations in MA, NH, and CT.

Essential Functions:

• Lead all phases of capital and expense projects within Voice of the Customer and Customer Experience Strategy Team from initiation through closure, overseeing project progress and ensuring alignment with corporate strategy, business objectives, regulatory compliance, customer commitments, and key performance indicators so that projects are delivered on time, within budget, and with intended functionality and business outcomes
• Develop and adequately retain comprehensive documentation including but not limited to business cases, project charters, project plans, schedules and timelines, status updates and project presentations.
• Manage cross-functional project teams across customer operations, regulatory, strategic communications, and legal and foster accountability, collaboration, and shared ownership of project outcomes, assigning and tracking tasks and responsibilities, and determining actions required to prevent or recover from project-business objective mismatch, schedule challenges, dependency conflicts, execution challenges, resource constraints, scope creep, skill deficiencies, communication failures, and project risks
• Develop Change Management Strategies and lead organizational change management activities to ensure successful adoption of business solutions
• Works with customer operations and various subject matter experts to establish and document current and future state business process flows to streamline processes and enhance operations
• Assist with developing action plans based on customer insights by working with business partners to prioritize recommendations and track follow-through.

Typical Duties (Day in the Life of an Eversource Business Project Manager):

• Schedule daily, weekly and monthly meetings with cross functional resources; develop meeting agendas, capture and track meeting action items with timely distribution to stakeholders; create documentation, and status reports/updates, spreadsheets, flowcharts, illustrations and presentations to support communications in discussions, meetings and written communications
• Facilitate cross functional discussions both in-person and virtually with colleagues, leadership, on-shore and off-shore contractors and consultants, and research and analyze data and information and simplify for specific audiences
• Create Microsoft Teams, SharePoint sites and organize, store and maintain all documentation with distribution of shared links for cross collaboration
• Meet frequently with direct management; assist teammates as needed; participate in and contribute to Business Project Management team staff meetings;
• Take initiative in developing solutions to issues and challenges – “don’t bring a problem to your manager’s office, bring a solution”; Demonstrate self-direction and be a high performing and contributing resource without significant oversight
• Read and respond timely to large volumes of emails and requests on various topics; accommodate frequent “need today” requests from Leadership and Executives
• Demonstrate professionalism in all encounters both planned and on the fly
• Elicit regular performance feedback via established Business Project Manager Effectiveness surveys
• Perform Storm Duty assignment as a priority above all else when called to action

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

• Strong ability to manage multiple cross-functional endeavors among multiple organizations, entities and regulatory bodies with the competence to multi-task and shift among multiple priorities simultaneously
• High degree of personal ownership and accountability, demonstrating Initiative and personal ownership with highly developed relationship building and emotional intelligence abilities including a passion for getting the job done, and done right
• Strong critical thinking skill set is required with the ability to evaluate complex information, identify underlying patterns, and solve multifaceted problems by applying logical reasoning and objective analysis.
• Strong analytical skills including the ability to draw sound conclusions and act decisively with the ability to see the “big picture”
• Strong facilitation and communication skills (including written, oral, and public speaking) required, including the ability to communicate complex project information in a simple and understandable manner to audiences throughout various levels within the organization including executive leadership
• Strong functional competency of project management including both Waterfall and Agile implementation methodologies
• Understanding of customer experience concepts and methodologies
• Demonstrated skill with computerized business systems including MS Office applications (specifically SharePoint/Teams, Word, Excel, PowerPoint, and Visio), and project management tools such as Jira

Experience and Education:

• A Bachelor’s degree in Business, or a closely-related discipline is required. MBA is preferred.
• Formal project management certification or completed coursework; or related professional designations are required
• Minimum of five (5) or more years of project management experience within all phases of project management including Initiating, Planning, Executing, Monitoring & Controlling and Closing on strategic business initiatives leveraging both Waterfall and Agile implementation required. Additional experience with project management software and applications such as Jira is preferred.
• Experience with process mapping and customer journey mapping is required. Other related experience considered.
• Experience working within a regulated environment, particularly within the electric and gas utility industry, is preferred.

Working Conditions:

• Must be available to work emergency restoration assignment as required.
• Must be available to work in a corporate facility for a minimum of 3 days per week. Must be available to travel between MA/CT/NH as necessary.
• While performing the duties of this job, the employee is frequently required to sit, stand, talk, and hear. The employee is frequently required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms.
• The employee must occasionally lift and or move up to 15 pounds . Specific vision abilities required by this job include close vision and ability to adjust focus.
• The noise level in the work environment is usually moderately quiet.

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Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

Worker Type:

Number of Openings:

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

EEO Statement :

Eversource Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor