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

Position: Business Project Manager, Voice of the Customer and Customer Experience Strategy Team (Hybrid S[...]
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…