Lead Customer Operations Analyst

Date: Dec 17, 2025

Location: Melville, NY, US

Company: LIPAPRD

Requisition: 82160

PSEG Company: PSEG Long Island

Salary Range: $ 88,400 - $ 140,000

Work Location Category: Hybrid Flexible

We're one of the country's largest energy companies, with a vision of powering a future where people use less energy, and it's cleaner, safer and delivered more reliably than ever. We're also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.

Here, you'll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued. We know life isn't one-size-fits-all, and neither is work. That's why we offer flexible work options depending on the role.
In support of this model, roles have been categorized into one of three work location categories:
1. Onsite – roles where employees are expected to be onsite daily.
2. Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week.
3. Hybrid flexible – roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits eligible the first of the month coincident with or following your date of hire., designed to support your total well-being: medical, dental, vision, paternal leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you're looking for a place where you can build a meaningful career and help power and support our communities, we'd love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

This Senior/Lead Analyst progression position will support successful coordination and implementation for the initiation, planning, execution, monitoring, reporting, controlling, and closing phases of high priority projects for the Special Projects - Project Management Office (PMO). The PMO team is responsible for on time and on budget delivery of significant high impact programs and identifies, responds to and mitigates escalated project issues that may impede project delivery. The position is responsible for monitoring and analyzing project data and metrics to identify opportunities, weaknesses and/or emerging problems and coordinate solutions. The PMO is also responsible for the regulatory deliverable requirements for the Utility of the Future (U2.0) and Building Efficiency & Electrification (BEE) plan, including associated budgets.

This role is pivotal in driving PSEG Long Islands success to modernize and evolve utility operations, increase customer engagement and customer satisfaction, and meet New York States' aggressive clean energy goals of the Climate Leadership & Community Protection Act (CLCPA).

Job Responsibilities

Provide support for the Customer Operations Special Projects Project Management Office (PMO) including a range of programs and projects such as Utility of the Future (U2.0) and Energy Efficiency, Beneficial Electrification, Transportation Electrification, Rate Modernization/Time of Day, Customer Insights & Home Energy Management or other high impact customer centric programs to meet the requirements of project deliverables on time and on budget.
Coordinate work efforts across the PMO to support defined goals and deliverables.
Establish, implement and coordinate deliverables across multiple complex projects involving cross-functional matrix teams.
Provide oversight and coordination of Project Management Lifecycle including scope management, schedule management, resource management, risk management, business process transformation, and change management of projects.
Facilitate the creation, evolution and documentation of business processes and project artifacts.
Review, analyze, organize and prioritize evolving scope and associated requirements and design documentation for information system and process enhancements. Meet critical internal and external delivery deadlines.
Coordinate and facilitate internal meetings, both in office and remote, including planning, project kick-offs and status updates, with a wide diversity of stakeholders, including regulators, senior leadership, information technology, consultants, legal and others.
Coordinate, verify and submit budgeting and financial reporting for projects.
Produce and distribute standardized and ad hoc reports.
Analyze customer and program data to ensure projects are achieving optimal results.
Collect, analyze and report project data. Develop and maintain project key performance indicator (KPI) and metric progression dashboards.
Support management of vendors and consultants including meetings, logistics, deliverables, and invoicing.
Work with vendors and business owners to develop and deliver presentations to internal cross functional team and senior leadership, community groups and government organizations, as well as external stakeholders and regulators such as the Long Island Power Authority (LIPA) and the New York State Department of Public Service (DPS).
Conduct advanced data modeling in Excel and other systems. Aggregate, clean, manage and merge data and information across PSEG Long Island's multiple disparate platforms. Discover insights and escalate anomalies to program management staff.
Analyze customer billing and behavior data as it becomes available internally and from vendors. Identify and document anomalies, issues and problems so they can be addressed immediately after the release of new system capabilities and reports.
Analyze population data as well as individual customer accounts to assess behavior. Consult with individual customers as needed based on modeling of