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Position Information

Functional TitleManager, Product Management & Business Intelligence

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeGS.16

FLSA StatusExempt

Requisition Number26-0014

Number of Vacancies1

Job LevelManagement

Job CodeN/A

Job Description Summary

Organization NamePerformance & Productivity

Reports toDeputy Director, Customer Service

Full or Part TimeFull Time

If Part Time how many hours per week

Regular or TemporaryRegular

Position End Date (if temporary)

Work Schedule

Monday – Friday 9:00 a.m. – 6:00 p.m.

Additional hours as needed.

Position LocationLaurel

Position Summary Information

General Summary

TheManager, Product Management & Business Intelligenceis responsible for defining product features, documenting business requirements, ensuring project delivery, prioritizing enhancements, managing application releases, and allocating project resources. The ideal candidate is a strategic thinker with excellent communication skills and a strong background in customer service technologies.

Essential Functions

+ Supervises employees, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

+ Leads and manages complex department-wide programs to ensure the delivery of individual projects following established WSSC Water policies and procedures

+ Forms and leads internal project teams to deliver the program deliverables

+ Develops and implements plans that include a breakdown of work structures, processes, dependencies, resources, stakeholders, risks, and schedules

+ Defines and implements 5-year digital roadmaps for planning and executing product lines and defining short-term outcomes to meet business objectives

+ Collaborates with stakeholders to identify and define key features for the customer service application suite, including internal and external facing applications

+ Gathers and documents detailed business requirements to guide the development process

+ Oversees the project lifecycle from inception to delivery, ensuring timely and within-budget completion

+ Evaluates and prioritizes product enhancements based on customer feedback, market trends, and business goals

+ Coordinates with IT Development, IT Quality Assurance, and CSD Training teams to plan and execute application releases

+ Manages and allocates resources effectively to ensure project success

+ Leads and mentors a team of Customer Service Operations Specialists, Collections Data Analysts, and Workforce Analysts, providing guidance and support to ensure their success

+ Communicates clearly and consistently with stakeholders, providing updates on project status and road map

+ Conducts market research to stay informed about industry trends and computer offerings

Other Functions

+ Works with customer service department internal customers and project delivery teams to establish critical quality control checkpoints, including acceptance criteria sign-off, project schedule and timeline commitments, critical path definition, training, and project status reporting

+ Leads day-to-day coordination for the various project teams and subject matter experts (SMEs) to ensure cross-departmental communication, problem identification, and resolution

+ Facilitates all communication between the project teams and customer service department divisions

+ Ensures on-time, on-budget delivery of fast-track, high-profile projects using innovative delivery methods

+ Provides quality assurance of project work plans and technical documents

+ Coordinates with change management teams to ensure all impacted user groups are informed and consulted with proactive communication, training, and change management

+ Performs other related duties as assigned

Work Environment And Physical Demands

Work is performed in a business casual office environment

Required Knowledge, Skills, And Abilities

+ Excellent portfolio, program, and project management skills

+ Comprehensive knowledge of project management concepts

+ Exceptional analytical and conceptual skills, translating complex concepts using simple terms and examples

+ Extensive knowledge of business process design, workflows, data analysis, and business performance measurements

+ Strong knowledge of budgeting and financial management

+ Demonstrated ability to lead, engage, and work with staff and other partners on process improvement and creative problem-solving

+ Ability to influence and work collaboratively with diverse stakeholders to determine the best solutions

+ Ability to establish and maintain effective working relationships with other WSSC Water Departments, consultants, and vendors

+ Ability to effectively direct the work of project team members engaged in a variety of activities and major projects

+ Ability to communicate effectively, both verbally and in writing, regarding complex technical and administrative matters

+ Ability to prepare and deliver presentations to senior management

+ Ability to work independently with strong negotiating, problem-solving, and analytical skills

Minimum Education, Experience Requirements

+ Bachelor’s degree in Business or related field

+ Certification as a Project Management Professional ( PMP )

+ 6+ years of progressively responsible professional experience in project management, business analysis, or related experience

Additional Requirements

+ Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter

+ Advanced level proficiency in Microsoft Excel, Word, Project, and PowerPoint

Preferences

+ Experience in strategic planning and managing cross-functional teams

+ Experience with developing and facilitating training

+ Experience working in a utility

Salary$108,056 - $146,022

Posting Detail Information

EEO Statement

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

Close Date08/18/2025

Open Until FilledNo

Special Instructions to Applicants

Additional Information

All applicants selected will be subject to drug screening and a background check/verification.

Eligible applicants will be reviewed for consideration after 8/19/25.

Supplemental Questions

Required fields are indicated with an asterisk (*).

+ * Do you have a Bachelor’s degree?

+ Yes

+ No

+ * Do you hold a current PMP certification?

+ Yes

+ No

+ * Please list your PMP certification number.

(Open Ended Question)

+ * Will you, now or in the future, require sponsorship for employment visa status?

+ Yes

+ No

+ Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?

+ Yes

+ No

Applicant Documents

Required Documents

+ Resume

Optional Documents

+ Cover Letter/Letter of Application

+ Unofficial Transcripts

+ Other Document