Business Project Manager, Customer Operations and Digital Strategy

Eversource will not offer immigration-related sponsorship for this position. Applicants requiring visa sponsorship to start employment will not be considered.

About the Role

The Business Project Manager serves as a strategic partner to the Eversource Customer Operations and Digital Strategy Business Area, 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. Occasional travel is required between work locations in MA, NH, and CT.

Responsibilities

• Lead all phases of capital and expense projects within Customer Operations and Digital Strategy from initiation through closure, ensuring alignment with corporate strategy, business objectives, regulatory compliance, customer commitments, and key performance indicators.
• Develop and retain comprehensive documentation including business cases, project charters, project plans, schedules, timelines, status updates, and project presentations.
• Manage cross-functional project teams across customer operations, regulatory, strategic communications, and legal, fostering accountability, collaboration, and shared ownership of project outcomes.
• Assign and track tasks and responsibilities, addressing challenges such as schedule delays, dependency conflicts, 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.
• Work with customer operations and 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 prioritizing recommendations and tracking follow-through.
• Schedule and facilitate daily, weekly, and monthly meetings with cross-functional resources, developing agendas, capturing action items, and distributing updates.
• Create documentation, status reports, spreadsheets, flowcharts, illustrations, and presentations to support communications.
• Facilitate cross-functional discussions both in-person and virtually with colleagues, leadership, contractors, and consultants.
• Research, analyze, and simplify data and information for specific audiences.
• Organize and maintain Microsoft Teams and SharePoint sites for documentation and cross-collaboration.
• Meet frequently with direct management, assist teammates, and contribute to Business Project Management team meetings.
• Demonstrate initiative in developing solutions to issues and challenges.
• Read and respond to large volumes of emails and accommodate frequent "need today" requests from leadership and executives.
• Demonstrate professionalism in all encounters.
• Elicit regular performance feedback via established Business Project Manager Effectiveness surveys.
• Perform Storm Duty assignment as a priority when called to action.

Requirements

• Bachelor’s degree in Business or a closely-related discipline (MBA preferred).
• Formal project management certification or completed coursework, or related professional designations.
• Minimum of five (5) years of project management experience across all project phases (Initiating, Planning, Executing, Monitoring & Controlling, and Closing) on strategic business initiatives using both Waterfall and Agile methodologies.
• Experience with project management software and applications such as Jira (preferred).
• Experience with process mapping and customer journey mapping.
• Experience working within a regulated environment, particularly within the electric and gas utility industry (preferred).

Skills

• Strong ability to manage multiple cross-functional endeavors among multiple organizations, entities, and regulatory bodies.
• High degree of personal ownership, accountability, and initiative with strong relationship-building and emotional intelligence.
• Strong critical thinking and analytical skills, including the ability to evaluate complex information, identify patterns, and solve multifaceted problems.
• Ability to draw sound conclusions and act decisively while seeing the "big picture."
• Strong facilitation and communication skills (written, oral, and public speaking), including simplifying complex project information for various organizational levels.
• Functional competency in both Waterfall and Agile project management methodologies.
• Understanding of customer experience concepts and methodologies.
• Proficiency with MS Office applications (SharePoint/Teams, Word, Excel, PowerPoint, Visio) and project management tools.

Working Conditions

• Must be available to work emergency restoration assignments as required.
• Must be available to work in a corporate facility for a minimum of 3 days per week.
• Must be available to travel between MA, CT, and NH as necessary.
• Frequent sitting, standing, talking, hearing, walking, and use of hands to operate objects, tools, or controls.
• Occasional lifting and/or moving up to 15 pounds.
• Specific vision abilities required include close vision and ability to adjust focus.
• The noise level in the work environment is usually moderately quiet.

Pay

Annual salary range for this position: $121,730.00 - $135,250.00. This position is eligible for a potential incentive.

Benefits

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs.