Customer Experience Project Manager

Skill; New York (NY); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Skill in Union Square, NY is seeking a Project Manager / Product Owner for a long-term hybrid role. The emphasis is on project execution, cross-functional coordination, and technical oversight rather than full lifecycle ownership.

The ideal candidate bridges business stakeholders and external development teams, supports PM duties, and helps monitor KPIs to validate project success.

Qualifications

• Minimum 3 years in Project Management or Product Ownership.
• Experience delivering projects from initiation to delivery.
• Ability to work independently with diverse stakeholders.
• Solid technical aptitude; can discuss data flows and tech terms.
• Experience in Agile environments with two-week sprints and tools like Monday.com.
• Customer-focused mindset and strong communication.

Responsibilities

• Support management of projects to design, update, and implement new features.
• Coordinate end-to-end project development with cross-functional teams.
• Review technical requirements with contractors to ensure alignment with system capabilities.
• Coordinate User Acceptance Tests and assist with testing per test scripts.
• Maintain Outage Communications SharePoint site and program documentation.
• Support the Product Owner in monitoring KPIs and project success.
• Produce presentations and documentation for internal and external audiences.

Skills

Project management

Product ownership

Agile methodologies

Cross-functional coordination

Stakeholder management

Technical aptitude

Communication

Monday.com

Tools

Monday.com

Job description

This is a long term contract role that is hybrid role in Union Square, NY.

We are seeking an experienced Project Manager / Product Owner. This role is primarily Project Manager-focused, with an emphasis on execution, cross-functional coordination, and technical oversight rather than full Product Owner lifecycle ownership.

The ideal candidate will serve as a critical bridge between business stakeholders and external development teams.

Key Responsibilities

• Support the management of projects to design, update, and/or implement new program features and enhancements
• Support the Outage Communications section on the execution, monitoring, tracking, managing of risks and issues, and reporting on projects using traditional and Agile development processes and techniques
• Interact with internal and external stakeholders to analyze and document system requirements
• Lead end-to-end project development involving cross-functional teams
• Review and seek approval for technical requirements from implementation contractors, making sure there are no gaps and that they align with system capabilities
• Support the team in maintaining the Outage Communications SharePoint site and its documentation library, including the program's technical documents, playbooks, user guides, business rules books
• Support the Product Owner in the efforts to identify and monitor key performance metrics that validate project success and the section and department's goals
• Lead end-to-end project development involving cross-functional teams
• Coordinate required business and technical meetings
• Review and seek approval for technical requirements from implementation contractors, making sure there are no gaps and that they align with system capabilities
• Coordinate User Acceptance Tests and serve as a tester on the team, executing tasks based on Functional and UAT test scripts
• Produce formal presentations and documentation for internal and external audiences

Required Qualifications

• Minimum of 3 years of experience in Project Management, Product Ownership, or a closely related role
• Demonstrated experience managing projects from initiation through delivery
• Strong ability to operate independently as a self-starter with minimal supervision
• Proven experience working with diverse stakeholder groups
• Strong technical aptitude, with an understanding of software development concepts (coding not required). Ability to understand data flows between multiple systems and speak "tech terms" without needing to code or develop personally.
• Ability to communicate with authority across both technical and business audiences
• Customer-focused mindset with experience in customer-facing communication. A strong advocate for customer experience, focusing on the human impact of the technology being built.
• Fast learner with the ability to manage multiple responsibilities simultaneously
• Experience working in Agile environments, managing two-week sprints, and using tools like Monday.com.

Ideal Background

• Experience in Customer Experience (CX) or customer communications-heavy roles.
• Past ownership of projects involving multi-channel customer communication (SMS, Email, Voice).
• Prior experience in a large corporate environment or the utility industry is advantageous but not required.
• Prior experience coordinating with external vendors or development partners

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