Product Manager/Product Owner - Customer Communications

Role: Product Manager/Product Owner Customer Communications

Job Location: New York, NY 10003 (3 days in office during training. As needed in office, after training)

Duration: 6+ Months with potential to convert FTE based on performance & business needs

Contract Type: W2 Only

Major Objectives:

• Client is seeking 2 Product Manager / Product Owners (hybrid) to support a small but complex team responsible for customer communications and transformational initiatives across multiple channels.
• This role will work interchangeably across Project Management and Product Ownership responsibilities, supporting day-to-day program management while also driving enhancements, requirements, stakeholder engagement, and vendor coordination. The ideal candidate will be comfortable working in a fast-paced, sometimes ambiguous environment and able to quickly understand business needs, translate them into actionable requirements, and coordinate execution across internal teams and external vendors.
• The team supports a multi-channel customer communications platform used for both planned and emergency communications, including critical customer notifications during events such as snow storms, heat waves, and other emergency situations.

Responsibilities/Job Description:

• Manage and maintain the customer communications program, ensuring day-to-day activities, enhancements, and follow-ups remain on track.
• Manage and prioritize a backlog of product and program enhancements, working with stakeholders to understand needs and coordinate delivery.
• Support intake and triage for new customer communication needs across Client organizations.
• Consult with internal organizations to understand their customer communication requirements and help determine appropriate solutions.
• 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 the Product Owner function through backlog management, requirements gathering, follow-up, and coordination of development activities.
• Manage project-related 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.
• Help manage customer communication needs during emergency response situations, including weather events and other circumstances requiring timely customer outreach.
• Coordinate with internal stakeholders and vendors to ensure communications are appropriately planned, configured, tested, and delivered.
• Work within an Agile environment, using tools such as Monday.com to manage tasks and sprints.
• Identify opportunities to improve program processes, governance, intake, and overall customer communications capabilities.

Required Skills:

• 3+ years of experience in Project Management, Product Management, Product Ownership, Business Analysis, or a related discipline.
• Demonstrated ability to operate across both PM and PO responsibilities.
• Strong stakeholder management and communication skills, with the ability to work effectively across technical and non-technical teams.
• Experience gathering 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 concurrent priorities.
• Technical aptitude and the ability to quickly understand technology platforms, systems, and processes. Coding experience is not required.
• Experience working in an Agile environment.
• Ability to work independently in a small team supporting a complex program.
• Strong customer-centric mindset and ability to understand the impact of communications and technology on the customer experience.

Preferred Skills:

• Experience with customer communications, customer experience, digital products, or multi-channel communications.
• Experience supporting organizations in a regulated or highly complex environment.
• Utility industry experience is helpful but not required.
• Experience with Monday.com or similar project/product management tools.
• Experience working with platforms that support SMS, email, voice, web, mobile, or other customer communication channels.
• Experience supporting emergency communications or time-sensitive customer-facing initiatives.
• Experience working with compliance, regulatory, or customer-impacting requirements.

Education or Certification Requirement:

• Bachelor s degree required