Job Description

The Customer Relationship Management & Innovation Solutions (CRMS) team is seeking a motivated management professional to support customer experience initiatives through training, communications, product ownership support, quality assurance, and process improvement efforts. This role is responsible for developing, coordinating, facilitating, and tracking user training programs and resources; supporting CRMS product enhancements and stakeholder engagement; maintaining policies and procedures; monitoring call quality and customer performance metrics; and identifying opportunities to improve operational efficiency through technology, automation, and continuous improvement. The successful candidate will demonstrate strong communication, collaboration, and organizational skills, a customer-focused mindset, and the ability to manage multiple priorities while driving excellence in support of internal and external customers.

Core Responsibilities

• Serve as a liaison for Product Owners supporting customer facing systems and CRMS tools, ensuring alignment between business needs and system functionality.
• Assist with system enhancements and process improvements that improve customer experience and operational efficiency.
• Develop, coordinate, and facilitate system-related trainings for users, including onboarding, refresher sessions, process updates, and new enhancement rollouts to support user adoption and operational consistency.
• Engage internal customers to identify training needs, user experience gaps, and improvement opportunities.
• Provide functional support for CRMS applications and respond to support requests as needed.
• Participate in quality assurance activities to ensure accuracy, consistency, and effectiveness of content, processes, and system outputs.
• Serve as a liaison for appointment and inquiry management processes, partnering with users across all regions to support a consistent and positive customer experience while acting as a primary point of contact for questions, feedback, and process improvement opportunities.
• Perform chronologies and root cause analysis of system appointments and inquiries to identify trends, process gaps, and opportunities for operational and customer experience improvements.
• Serve as a liaison for appointment and inquiry management processes, partnering with users across all regions to support a consistent and positive customer experience while acting as a primary point of contact for questions, feedback, and process improvement opportunities.
• Support rotating emergency duty schedules and System Emergency Assignments, including municipal liaison coordination and CRMS support.

Required Education/Experience

• Bachelor's Degree and at least 2 years of related experience. or
• Associate's Degree and at least 4 years of related experience. or
• High School Diploma/GED and at least 5 years of related experience.

Preferred Education/Experience

• Bachelor's Degree in Business, Communications, or IT and at least 2 years of related experience.

Relevant Work Experience

• Experience acting as a liaison between business users, customer teams, and technical or operational groups, preferred.
• Working knowledge of customer-facing systems and CRM platforms, including CRMS, required.
• Customer advocate mindset that supports effective issue resolution, escalation, and complaint management while identifying root causes and influencing continuous improvement, preferred.
• Ability to document case chronologies, perform root cause analysis, and support corrective actions, preferred.
• Experience developing, coordinating, and facilitating training, refresher sessions, presentations, and user support communications, required.
• Experience creating professional communications related to system enhancements, operational updates, process changes, or customer-impacting information, preferred.
• Proficiency in Microsoft Office 365, including Word, Outlook, PowerPoint, Excel, and OneDrive, required.
• Strong PowerPoint skills, including content creation, editing, organization, and presentation delivery, preferred.
• Experience working in fast-paced, dynamic environments with shifting priorities, along with strong time-management skills and the ability to manage multiple priorities and deadlines, required.
• Experience with Electric Operations applications and reporting tools such as CRMS, NMS, Obvient, Tableau, and Power BI, preferred.

Skills and Abilities

• Well organized, detail oriented and flexible to handle multiple assignments
• Effective leadership skills
• Demonstrated problem solving skills
• Demonstrated analytical skills
• Strong written and verbal communication skills
• Assumes personal responsibility for actions
• Demonstrates excellent judgment and decision making skills
• Performs work independently with minimal supervision
• Demonstrates a high commitment to quality
• Effective interpersonal skills

Licenses and Certifications

• Driver's License Required

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Possess manual dexterity and the ability to use hands for the duration of the workday
• Ability to stoop, bend, reach, and kneel throughout the workday
• Stand to use/operate office equipment for the duration of the workday

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

Mission Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Benefits:

We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Rich medical & pharmacy benefits, including vision benefits
• Dental benefits
• Health Savings Accounts
• Health Care and Dependent Care Flexible Spending Accounts
• 401(k) with robust matching
• Employer paid Pension Plan
• Employee Stock Purchase Plan with a generous matching contribution
• State of the art Employee Assistance Program
• Paid Parental Leave
• Generous paid time off plus paid holidays
• Family support: emergency backup child, & elder care assistance
• Social responsibility and volunteer opportunities
• Employee discount program
• Commuter Benefits
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Life and Long-Term Disability Benefits

*Please be aware that some benefits may not apply to provisional or part-time job titles.