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9298C Sr Customer Operations Analyst

Date: Sep 21, 2022

Location: Melville, NY, US

Company: PSEG

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG. With our reimagined workplace, we recognize the importance of flexibility in terms of when and where employees perform their jobs.  And many of our jobs do not require you to live in the tristate area.

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire.  "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered.   Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.

Job Summary

PSEG Long Island’s Utility 2.0 vision is to be a customer-centric, innovative, and forward-looking utility that is dedicated to a clean, reliable, and resilient energy system. The Project Management Office (PMO) will provide guidance and stewardship that helps ensure activities within the Program align with the goals of the U2.0 plan. The PMO will provide guidance and oversight to help ensure various project teams effectively work together by providing a common set of tools and services.
The utility will engage a PMO support vendor to provide structured PMO support services. The PMO will provide foundation processes to meet the requirements of managing program costs and delivering initiatives on time and within budget. The PMO's core responsibilities include scope management, schedule management, resource management, risk management, business process transformation, change management, and general oversight across the Program.

Job Responsibilities

Provide support for the Utility 2.0 Project Management Office (PMO) to meet the requirements of managing program costs and delivery on time and on budget.
• Support of Project Management Lifecycle including scope management, schedule management, resource management, risk management, business process transformation, and change management of Utility 2.0 projects.
• Facilitate the creation, evolution, and documentation of business processes.
• Coordinate internal projects where multiple inter-departmental dependencies are required.
• Coordinate and facilitate internal meetings, both in the office and remotely.
• Establish and implement deliverable timelines across multiple complex projects involving cross-functional teams.
• Collect and report data from responsible business units across the company.
• Interpret and verify data and develop effective reporting narratives.
• Develop, maintain and effectively interpret Tableau server dashboards.
• Coordinate, consolidate, verify and submit budgeting and financial reporting for U2.0 funded projects.
• Work collaboratively with the Finance department and Project Owners to report internally and externally on project implementation financial variances and revised forecasts.
• Develop monthly senior leadership Executive Steering Committee agenda, dashboards, and presentations.
• Work with PMO vendors and business owners to develop/update dashboards and present annual filing and quarterly reports to the Department of Public Service (DPS) and the Long Island Power Authority (LIPA).
• Develop communications and training to support effective change management.
• Work with vendor and business owners to develop, track and report on Benefit-Cost Analysis for each U2.0 approved project and the larger U2.0 program.
• Manage PMO support vendor including meetings, logistics, deliverables, and invoicing.
• Develop and support the implementation of change management activities including documentation and training.

• Conduct other ad-hoc duties in support of the Customer Satisfaction team.

Job Specific Qualifications

Knowledge and Experience Required:
• Bachelor degree with a minimum of 5 years of project management, marketing, analytics, financial management, and/or utility experience
• Demonstrated experience in project management supporting multiple cross-functional teams
• Demonstrated strong presentation and communication skills, both verbal and written, with all levels of the organization
• Experienced facilitator and collaborator with proven ability to achieve consensus building and conflict resolution
• Demonstrated reporting experience including budgeting, financial reporting, progress reporting, and metric reporting
• Demonstrated proficiency with systems/tools. Proficiency in MS Suite: Excel, Word, PowerPoint.
• Demonstrated data analytics skills, with the ability to provide consultative technical/analytical and functional support

Desired Skills, Competencies and Education:
• Master’s in Business Administration
• Project Management Professional (PMP) and/or Lean Six Sigma certification
• Project Management Office (PMO), Customer-Centric and/or Change Management experience
• Experience in Agile and/or Six Sigma
• Experience working in the electric, gas, cable, or telephone industries.
• Experience with Tableau, Quicksight, or other dashboard development
• Experience with Customer Journey Mapping
• Experience with Behavioral Science and customer research tools and techniques
• Prior experience with electric rate design and customer engagement in voluntary rate options
• Respected motivator with a clear customer-centric vision
• Established reputation for creativity and the ability to think “outside the box” fostering an environment that encourages intelligent risk-taking, innovation, and creativity.
• Familiarity with J.D. Power and other electric utility voice of the customer feedback

This is a mullti-level growth series position. Internal candidates will move laterally at their current grade level and will not be eligible for a promotion, therefore, the internal candidate must apply for the posting at their current grade level. This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst). The selected candidate will have an opportunity to be promoted within the career path during an annual review.

Minimum Years of Experience


None Noted


None Noted


Certain positions at the Company may require you to have access to Part 810-Controlled Information.  Under the law, the Company is limited in who it can share this information, and in certain circumstances, it is necessary to obtain specific authorization before the Company can share this information.  Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.


If you are a current PSEG employee and if you are offered an opportunity with PSEG Long Island, you will be treated as a new hire.  Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires.  Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits would change and generally be consistent with other similarly situated new hires of that company.

Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.

As an employee of PSE&G or PSEG LI, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information.  If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

This site ( is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through emPower which can be accessed through by clicking on the emPower icon, then selecting careers.



PSEG is committed to providing reasonable accommodations to individuals with disabilities.  If you have a disability and need assistance applying for a position, please call 973-430-3845 or email  If you need to request a reasonable accommodation to perform the essential functions of the job, email Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.


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Nearest Secondary Market: New York CIty

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