Product Owner

Product Owner
New York, NY 10003 (Hybrid)
Pay: $60.00 - $70.00 per hour
26-08656
Job Summary

The Product Owner - Customer Communications is responsible for managing and enhancing a complex, multi-channel customer communications program supporting both planned and emergency customer outreach. This role operates across Project Management and Product Ownership functions, managing day-to-day program activities while driving enhancements, requirements gathering, backlog prioritization, stakeholder engagement, and vendor coordination. The ideal candidate is a self-starter who can quickly understand business needs, translate them into actionable requirements, and coordinate execution across internal teams and external technology partners in a fast-paced and sometimes ambiguous environment.

Job Responsibilities

• Manage and maintain the customer communications program, ensuring day-to-day activities, enhancements, and follow-ups remain on track.
• Manage and prioritize the product and program enhancement backlog based on stakeholder needs and business priorities.
• Support intake and triage of new customer communication requirements across the organization.
• Consult with internal stakeholders to understand customer communication needs and determine appropriate solutions.
• Gather, document, and translate business requirements into actionable product and project deliverables.
• Serve as a key point of contact between business stakeholders, technology teams, and third-party vendors.
• Partner with vendors to communicate requirements, track deliverables, resolve issues, and ensure business needs are met.
• Support Product Owner activities, including backlog management, requirements gathering, development coordination, and follow-up.
• Manage project documentation, requirements, action items, status updates, and other program materials.
• Facilitate stakeholder discussions and coordinate follow-up across multiple workstreams.
• Support transformational and ad hoc initiatives involving multi-channel customer communications.
• Coordinate customer communication activities during emergency response situations, including severe weather and other time-sensitive events.
• Coordinate with internal teams and vendors to ensure communications are appropriately planned, configured, tested, and delivered.
• Work within an Agile environment and use project and product management tools to manage tasks, priorities, and sprints.
• Identify opportunities to improve program processes, governance, intake, and customer communication capabilities.
• Manage multiple concurrent priorities while maintaining clear communication and accountability.
• Support ongoing improvements to the customer experience across SMS, email, voice, web, mobile, and other communication channels.

Job Requirements

• 3 years of experience in Project Management, Product Management, Product Ownership, Business Analysis, or a related discipline.
• Demonstrated ability to perform both Project Management and Product Ownership responsibilities.
• Strong stakeholder management and communication skills with the ability to work effectively with technical and non-technical teams.
• Experience gathering and documenting requirements, managing backlogs, coordinating deliverables, and driving follow-up through completion.
• Experience working with third-party vendors or technology partners.
• Strong organizational and documentation skills with the ability to manage multiple priorities.
• Technical aptitude and ability to quickly understand technology platforms, systems, and business processes.
• Experience working in an Agile environment.
• Ability to work independently and take ownership within a small team supporting a complex program.
• Strong customer-focused mindset and ability to understand the impact of technology and communications on customer experience.
• Strong problem-solving and analytical skills.
• Ability to adapt quickly to changing priorities, particularly during time-sensitive or emergency situations.

Education

• Bachelor's degree required.

Work Experience

• 3 years of experience in Project Management, Product Management, Product Ownership, Business Analysis, or a related field.
• Experience with customer communications, customer experience, digital products, or multi-channel communications preferred.
• Experience supporting organizations in regulated or highly complex environments preferred.
• Utility industry experience preferred but not required.
• Experience with Monday.com or similar project and product management platforms preferred.
• Experience working with SMS, email, voice, web, mobile, or other customer communication platforms preferred.
• Experience supporting emergency communications or other time-sensitive customer-facing initiatives preferred.
• Experience working with compliance, regulatory, or customer-impacting requirements preferred.
• Bilingual Spanish skills are a plus.

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• Matching 401(k)
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

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