Product Operations & Customer Experience Lead

The Product Operations & Customer Experience Lead drives the evolution of enterprise delivery and portfolio management practices through process innovation, product ownership, and customer-focused operational excellence. This role serves as the lead for strategic delivery and portfolio management platforms, including ServiceNow and related product delivery tools, with responsibility for shaping the future-state intake, demand management, project registration, and portfolio delivery experience across the Enterprise Technology & Security (ETS) organization.

The position partners-closely with technology, product, project, and business stakeholders to design scalable, user-centered processes that improve transparency, streamline delivery operations, and enhance the overall customer experience. This role requires a proactive, self-driven leader who can identify opportunities, influence change, and continuously improve how teams plan, prioritize, govern, and deliver work across the organization.

• Serve as lead for ServiceNow demand management and portfolio delivery capabilities, driving roadmap development, feature prioritization, and continuous platform improvement.
• Lead the design and implementation of modernized intake, demand management, project registration, and product delivery processes across ETS.
• Drive customer experience improvements by simplifying workflows, reducing friction points, and improving usability for technology and business stakeholders.
• Partner with cross-functional teams to define future-state portfolio and product delivery operating models aligned to Agile and Lean delivery practices.
• Collaborate with stakeholders to gather requirements, translate business needs into scalable solutions, and drive adoption of new capabilities and workflows.
• Proactively identify process improvement opportunities that improve delivery effectiveness, transparency, operational efficiency, and stakeholder satisfaction.
• Develop and maintain portfolio dashboards, KPIs, OKRs, operational metrics, and executive reporting to support data-driven decision making.
• Facilitate stakeholder workshops, process reviews, prioritization discussions, and governance forums to align teams and accelerate decision making.
• Partner with technology teams, vendors, and platform administrators to support implementation, enhancements, integrations, and operational support activities.
• Stay informed on industry trends, emerging technologies, and best practices in product operations, portfolio management, customer experience, and Agile delivery.

• Master's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree with and a minimum of 3 years relevant experience or
• Bachelor's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 4 years relevant experience or
• Associate's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree and a minimum of 5 years relevant experience or
• High School Diploma/GED and a minimum of 7 years work experience in relevant field required.

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Math, Business, or applicable degree with and a minimum of 3 years relevant experience supporting enterprise portfolio management, product operating model, or Agile transformation initiatives preferred.

• Experience serving as a Product Owner, Product Operations Lead, Portfolio Lead, or similar role within enterprise technology organizations, required.
• Strong experience driving process improvement, workflow optimization, and operational transformation initiatives, required.
• Experience managing or supporting ServiceNow platform capabilities, including demand management, intake workflows, portfolio management, or related modules, required.
• Experience working with Agile, Lean, or product-centric delivery models within enterprise IT organizations, required.
• Strong experience gathering business requirements and translating them into scalable operational and technical solutions, required.
• Experience developing dashboards, KPIs, OKRs, reporting frameworks, and portfolio metrics for leadership visibility and governance, required.
• Experience working across multiple teams and managing competing priorities in fast-paced delivery environments, required.
• Experience facilitating cross-functional workshops, stakeholder alignment sessions, governance reviews, and process design discussions, required.
• Experience driving adoption and change management initiatives related to new tools, platforms, or operational processes, required.
• Experience supporting enterprise portfolio management, product operating model, or Agile transformation initiatives preferred.
• Experience with ServiceNow Strategic Portfolio Management (SPM) or similar portfolio management platforms preferred.
• SAFe, Agile, Scrum, Product Owner, PMP, or related certifications preferred.
• Experience supporting customer experience or user experience improvement initiatives preferred.
• Experience with OKR frameworks, value stream management, and outcome-based delivery practices preferred.
• Experience with reporting and visualization tools such as Power BI preferred.
• Experience working within large enterprise IT organizations preferred.
• Strong understanding of Agile, Lean, portfolio management, product operations, and delivery governance practices, preferred.

• Develops and delivers effective presentations
• Strong verbal communication and listening skills
• Demonstrated analytical skills
• Ability to build strong customer relationships
• Ability to drive multiple projects to successful completion
• Well organized, detail oriented and flexible to handle multiple assignments
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

• Driver's License Required

• Sit or stand to answer a phone for the duration of the workday
• Ability to stoop, bend, reach, and kneel throughout the workday
• Ability to read small print and symbols

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Must be able to participate in the Companys emergency management processes and storm plans as required.

Mission Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Benefits:

We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Rich medical & pharmacy benefits, including vision benefits
• Dental benefits
• Health Savings Accounts
• Health Care and Dependent Care Flexible Spending Accounts
• 401(k) with robust matching
• Employer paid Pension Plan
• Employee Stock Purchase Plan with a generous matching contribution
• State of the art Employee Assistance Program
• Paid Parental Leave
• Generous paid time off plus paid holidays
• Family support: emergency backup child, & elder care assistance
• Social responsibility and volunteer opportunities
• Employee discount program
• Commuter Benefits
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Life and Long-Term Disability Benefits

*Please be aware that some benefits may not apply to provisional or part-time job titles.

EEO Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual’s actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.

Technical Difficulty Statement:

For technical issues, please contact us at [email protected]