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 and 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, determining actions required to prevent or recover from project-business objective mismatch, schedule challenges, dependency conflicts, execution challenges, 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 working with business partners to prioritize recommendations and track follow-through.
• Schedule and facilitate daily, weekly, and monthly meetings with cross-functional resources; develop meeting agendas, capture and track action items, and distribute updates to stakeholders.
• Create documentation, status reports, spreadsheets, flowcharts, illustrations, and presentations to support communications in discussions, meetings, and written communications.
• Facilitate cross-functional discussions both in-person and virtually with colleagues, leadership, on-shore and off-shore contractors, and consultants.
• Research, analyze, and simplify data and information for specific audiences.
• Create and manage Microsoft Teams and SharePoint sites, organizing and maintaining all documentation with shared links for cross-collaboration.
• Meet frequently with direct management, assist teammates as needed, and participate in Business Project Management team staff meetings.
• Demonstrate initiative in developing solutions to issues and challenges; approach problems with proposed solutions.
• Demonstrate self-direction and high performance with minimal oversight.
• Read and respond timely to large volumes of emails and requests, accommodating frequent "need today" requests from leadership and executives.
• Demonstrate professionalism in all planned and impromptu encounters.
• Elicit regular performance feedback via established Business Project Manager Effectiveness surveys.
• Perform Storm Duty assignment as a priority above all else when called to action.

Requirements

• Bachelor’s degree in Business or a closely-related discipline is required; MBA is preferred.
• Formal project management certification or completed coursework, or related professional designations are required.
• Minimum of five (5) years of project management experience within all phases of project management (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 is preferred.
• Experience with process mapping and customer journey mapping is required.
• Experience working within a regulated environment, particularly within the electric and gas utility industry, is preferred.

Skills

• Strong ability to manage multiple cross-functional endeavors among multiple organizations, entities, and regulatory bodies, with competence to multi-task and shift priorities simultaneously.
• High degree of personal ownership, accountability, initiative, and emotional intelligence, with a passion for delivering results.
• Strong critical thinking skills, including the ability to evaluate complex information, identify underlying patterns, and solve multifaceted problems through logical reasoning and objective analysis.
• Strong analytical skills, including the ability to draw sound conclusions and act decisively with a "big picture" perspective.
• Strong facilitation and communication skills (written, oral, and public speaking), including the ability to communicate complex project information clearly to audiences at all organizational levels, including executive leadership.
• Functional competency in both Waterfall and Agile project management methodologies.
• Understanding of customer experience concepts and methodologies.
• Proficiency with computerized business systems including MS Office applications (SharePoint/Teams, Word, Excel, PowerPoint, and Visio).

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.
• Frequently required to sit, stand, talk, hear, walk, use hands and fingers to operate objects/tools, and reach with hands and arms.
• Occasionally required to lift and/or move 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

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

Benefits

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