Job Description

This is a long term contract role that is hybrid in Union Square, NY.

We are seeking an experienced Technical Product Owner / Project Manager to join a high-impact team responsible for driving customer-facing communications and transformational messaging initiatives. In this dual PM/PO role, you will sit at the intersection of business strategy and technical execution—owning project deliverables, gathering business requirements, managing enhancement backlogs, and ensuring the seamless delivery of time-sensitive customer notifications across multiple channels (SMS, email, voice, web, and mobile app).

Key Responsibilities

• Product Ownership & Backlog Management: Lead the gathering, drafting, and refinement of functional business requirements, user stories, and acceptance criteria. Maintain and prioritize the product enhancement backlog in an Agile environment.
• Multi-Channel Communication Delivery: Oversee the end-to-end execution of customer communication initiatives, ensuring reliable, automated, and time-sensitive outbound messaging across SMS, email, voice/IVR, web, and mobile platforms.
• Business-IT Liaison: Act as the primary operational bridge between internal business units, technical engineering teams, and executive leadership—translating complex business needs into clear technical specifications.
• Vendor & Cross-Functional Coordination: Direct third-party software, telecom, and integration vendors (onshore and offshore) to communicate requirements, track deliverables, and run User Acceptance Testing (UAT) to validate release readiness.
• Project Execution & Governance: Manage full SDLC project lifecycles, track RAID risks and dependencies, and deliver regular executive status reports and performance dashboards.
• Operational Adaptability: Assist with cross-functional operational needs, including compliance considerations (e.g., TCPA messaging regulations), process optimizations, and participating in scheduled off-hours support for critical customer outage or emergency messaging escalations.

Requirements & Qualifications

• Professional Experience: 5–12 years of hands-on experience as a Product Owner (PO), Product Manager (PM), Business Analyst (BA), or Technical Project Manager (TPM) in an enterprise environment.
• Customer Communications & CX Focus: Proven track record supporting multi-channel customer communications programs, notification platforms, or customer engagement tools with a deep commitment to customer experience (CX).
• Agile Proficiency & Backlog Ownership: Certified or deeply experienced in Agile/Scrum methodologies (e.g., CSPO, CSM), with direct hands-on experience facilitating sprint ceremonies, writing user stories, managing backlogs, and leading UAT in tools like Jira or Azure DevOps.
• Technical Literacy: Strong ability to understand data flows, system integrations, and APIs across complex platforms without needing to write code personally.
• Self-Starter & Collaborative: High degree of organizational skills, comfort operating in ambiguous or fast-shifting environments, and strong executive presence under pressure.
• Location: Based in or near the New York Metropolitan Area (hybrid requirement: ~2 days/week on-site in Union Square, NYC).

Highly Preferred Backgrounds

• Utility or Regulated Enterprise Experience: Prior experience in electric/gas utilities, telecommunications, or complex, regulated infrastructure environments.
• Emergency & Incident Messaging: Direct exposure to customer-facing communications during emergency, time-sensitive, or service-interruption/outage situations (e.g., Estimated Time to Restore / ETR notifications).
• Notification Systems: Hands-on experience with customer notification platforms, IVR routing, or outbound messaging automation engines.

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