Business Product Manager Senior (PHOENIX, AZ, US, 85004-3903)

Arizona Public Service - APS

Experience: 10+ yrs
Location: Phoenix, Arizona, United States
Job type: Full-time

Required skills

Microsoft Excel
Microsoft Access
Microsoft PowerPoint
Microsoft Word

About the role

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

The Business Product Manager Senior serves as the primary Digital Customer Experience (CX) point of contact that aligns business priorities with development teams to define product goals, set priorities, and drive the digital strategy and product vision across initiatives. Supports both business and IT teams by integrating UX research, analytics, behavioral insights, customer feedback, and competitive analysis to inform and shape digital solutions. Balances time between collaborating with the team to ensure focus remains on the ‘what’ and 'why' and assists with the 'how' and 'when' conversations. Engage stakeholders across leadership, business areas, and customer groups to foster organizational alignment and gather actionable feedback.

Brings together the company’s strategy and vision across program and project teams, navigates business constraints and emerging capabilities to deliver digital solutions that are meaningful, efficient, and customer‑focused. Represents the business and customer community by working autonomously with teams to define and prioritize features for digital product releases. Serves as the liaison between Business and IT teams, ensuring clear communication and shared understanding of feature requirements while maintaining a broad and deep understanding of the business domain and the diverse needs of multiple customer types.

Minimum Requirements

A four-year Bachelors degree in Business, Information Technology, Analytics or other job-related field from an accredited college or university plus ten (10) years of experience in business solution development and delivery. In lieu of bachelors degree, combination of college coursework and/or directly related experience in business solution development and delivery equaling 14 years. In-depth understanding and experience in business operations. Demonstrated people leadership skills, business partnering and collaboration skills. Strong communication skills. Great customer service, organizational, and analytical skills and demonstrated ability to manage customer expectations. Work independently with challenging mindset to do work differently. Ability to provide training and change management to ensure success of new project roll-out. Proficient in PC applications including advanced skill level in Microsoft Excel, Access, PowerPoint, and Word.

Preferred Special Skills, Knowledge or Qualifications:

Experience and/or aptitude with digital solutions and best practices surrounding web or software development, mobile applications, artificial intelligence and UI/UX design.
Familiarity with agile frameworks, product backlogs, requirements gathering and writing user stories.
Knowledge of applicable federal and state laws, regulations, and standards impacting business unit areas.

Major Accountabilities

1) Serve as digital engagement product strategist, across multiple business units, to identify new opportunities and define mission, scope and desired outcomes for teams, utilizing digital solutions to enhance the user experience.

2) Maximize the value of digital solutions by identifying key value drivers, incorporating customer feedback, defining metrics and targets (ie. satisfaction scores, first contact resolution, etc.), and assisting with the prioritization and sequencing of opportunities based on quantified value and desired strategic outcomes.

3) Define digital product requirements with program owners, product owners and business analysts to ensure they are translated from business terms to be understood by developers. Assess completion of desired deliverables.

4) Partner with customer research teams to identify opportunities for digital research and competitive market benchmarking that inform potential solutions for APS’s digital environment. Collaboratively evaluate and apply functional best practices and industry standards to guide product decisions and enhance digital solutions.

5) Act as a liaison between business, IT, and project teams by translating voice-of-customer insights and business objectives into clear, prioritized product requirements and well-defined user stories. Partner with delivery teams to refine, communicate, and manage customer-driven enhancements, fixes, and new capabilities within product backlogs to ensure efficient execution through development and production releases to maximize customer outcomes and business value.

6) Work independently to drive team towards progress and champion the necessary cultural change.

7) Collaborate across business, IT, and external vendor partners to gather bi-directional feedback, remove roadblocks, and drive implementation of customer-centered changes. Actively manage vendor relationships to ensure solutions align with voice-of-customer insights, product requirements, and delivery expectations.

8) Manage products and related projects through the full lifecycle, from concept through production delivery, ensuring work is completed to end‑user satisfaction. Proactively identify risks, align timelines and dependencies across projects and deliverables, and establish shared understanding to enable coordinated on time delivery.

9) Drive the decision-making process by identifying key stakeholders to engage with and frame relevant decision options.

10) Establish and refine product management processes that support effective product ownership, adoption, and long-term sustainability. Identify and implement efficiencies that improve backlog management, delivery coordination, and execution across product, project, and program work.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.

Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

*Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

*Working from a home office requires adequate technology and an appropriate ergonomic set up.

*Role types are subject to change based on business need.

About Arizona Public Service - APS

Provides electric utility services to customers throughout Arizona.

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