JOB SUMMARY:
With full support of the Southern Company Management Council, the electric operating companies approved a four-year business initiative leveraging technology to help the electric operating companies realize the vision for a modernized, efficient digital customer experience to deeply engage with our customers and provide a more personalized experience. The initiative will implement a new Customer Information (CIS) and Meter Data Management (MDM) systems, along with an advanced analytics platform, enhanced customer engagement tools for our customers and a modern agent desktop. The program will impact all 4.2 million electric customers across all our customer engagement channels (Voice Response Unit (VRU), web portals, etc.) and includes billing over $52 billion annually for Southern Company. This initiative is focused on the electric operating companies. The project team will consist of an estimated 450 internal and external resources spread across five workstreams.
The primary responsibility of the Product Manager is to lead the team responsible for defining and delivering the business, functional, and technical requirements for Call Center Technology Application Remediation. This position will oversee the strategy, roadmap, planning, architecture, development and sustainment of the application, integrations, and business processes, in support of multiple business units.
The Product Manager will be responsible for managing costs, issues and risks within the team and coordinating and collaborating with leaders across the CIS workstreams as well as within the business to ensure successful design, integration, testing, and deployment of the application in alignment with the CIS solution.
This position will have direct and indirect responsibility for key technology decisions and project delivery, to serve as a point of escalation, and to resolve issues across the application teams when issues cannot be resolved at the team level. The Manager will also escalate issues that impact other project teams or require additional business signoff to the corresponding Director.
Applications:
Call Center Technology Remediation
VRU
Customer Artificial Intelligence Solutions
Voice, chat, and email communications solutions
Customer Portals including Property Manager's Portal, My Power Usage, Product Portal, Energy Assistance Portal, Builder's Connect, and others.
JOB REQUIREMENTS:
Bachelor's degree in business, MIS, Computer Science, or a related field is required.
5-10 years of experience in the electric utility industry with at least 3-5 years of experience leading cross-functional departments and teams
Applies strong leadership and strategic thinking to a diverse set of opportunities and challenges, serving as a true strategic partner and enabler of all facets of the Customer Engagement functions and related business processes
Partners with business leaders across the organization and works closely with the technology organization to ensure resources and strategies are aligned to current and future needs of the business
Experience establishing and defining a comprehensive strategy and roadmap that meets the strategic and operational objectives of the business
Experience building strong leadership teams and high performing organizations
Outstanding credibility and demonstrated ability to build strong relationships within the company and industry, as well as with vendors/suppliers
Demonstrated ability to influence senior-level management and key stakeholders and lead through influence
Working knowledge and understanding of the Software Development Life Cycle
Experience with complex implementation projects
Working knowledge of Functional Design Documents, Technical Design Documents and Requirements Traceability matrices
High degree of initiative and personal ownership
Experience with Agile delivery; Kanban; Scrum; SAFe
Excellent problem-solving and analytical skills
Excellent presentation and verbal skills
Interpersonal skills and the ability to communicate effectively
Excellent organizational skills and strong attention to detail
Ability to lead external vendor.
MAJOR JOB RESPONSIBILITIES:
Coordinate with stakeholders, business subject matter experts, technical resources, and third-party vendors to ensure functional and technical requirements translate to the delivered solution
Knowledge of customer experience technology and all customer channels (Web, IVR, Mobile App, Digital Assistant) along with an understanding of prioritization of customer experience capabilities required to be enhanced and/or remediated as part of the CIS project
Coordinate with CX legacy source systems and Ascend Program teams to enable timely response around design approvals, testing and data creation
Manage stakeholders and their engagement in key project decisions including Dress Rehearsals and Go/No-Go
Manage CX performance testing requirements and ensure alignment with CIS/MDM project plans
Oversee application compliance with Southern technical and business standards.
Identify potential solutions that address platform data preparation needs based on business requirements and coordinate with stakeholders, subject matter experts, and technical resources to deliver
Ensure application delivery strategies align with the CIS project goals, strategies, and governance process
Create and maintain workstream workplans
Serve as the primary liaison to operating company leaders for application implementation activities
Identify risks and issues for the workstream
Accountable for the management (budget, schedule, resources, risks/issues, etc.) for Call Center Technology Application Remediation
Serve as a point of escalation for the workstream when issues cannot be resolved at the sub-workstream level
Resolves resource challenges and engages additional resources from the Technology Organization and Business as needed to provide SME assistance or support project activities during peak project times
Maintains leadership engagement and consults/informs leaders across the organization on key decisions that have cross-functional impacts
Model and manage the program consistent with Southern Company's values
Focus on development of team resources to sustain ongoing support once the program is completed and systems are in production. Provide growth opportunities for team members throughout the project to build the next generation of leaders both technical as well as business
Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers' and communities' needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 7960
Job Category: Information Technology
Job Schedule: Full time
Company: Southern Company Services
