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Position Summary
Oversee management of complex P&L driven products, programs and services offered across large regions of the regulated and non-regulated footprint within Residential Markets. Normal responsibilities include the development and management of products and services offered via Duke Energy’s Residential Online Marketplace. This position provides leadership and guidance to others without having formal management or supervision responsibilities. Sr. Products and Services Managers are innovative leaders that drive program performance enhancements by coordinating efforts with stakeholders that lead to short- and long-term benefits that empower our customers with sustainable and affordable offerings. Responsibilities include program operations, financial performance, and customer satisfaction of programs within Residential Markets. In conjunction with an internal/external support team, the Sr. Program Manager will coordinate ongoing logistics of the online marketplace including but not limited to relationship management, marketing, equipment and installation purchase, customer escalations, financial management, performance reporting, regulatory filings/compliance, and leadership presentation of monthly/quarterly sales metrics by product.
Responsibilities
Program Management & Operations
Develop product, program and service enhancements to improve market effectiveness by participating in Product Development initiatives which includes giving direction to others to ensure that customer needs are satisfied, and programs meet financial goals.
Analyze and understand market research, best practices in customer experience, target markets, customer segmentation.
Develop strategies and plans that create sharp focus on customer needs and wants; and appropriately allocate budget and deployment of resources.
Identify and implement promotional strategies and facilitate expanding outreach to other jurisdictions as appropriate.
Develop, communicate and execute long-term/ annual product plans, market and segment plans to deliver financial results in total and for each jurisdiction.
Lead and facilitate the development of campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction.
Mentor and act as an informal leader to other team members to assist their product performance and management capabilities.
Develop capital and O&M budget for products and services and deliver supporting operating models.
Deliver on expected P&L, financial growth targets, customer satisfaction scores and regulatory objectives for products, programs & services.
Develop, communicate, execute, and adjust market plans to achieve at least top quartile satisfaction targets.
Standardize programs across all jurisdictions where business justification exists.
Develop and execute exit strategies for underperforming products and services.
Effectively communicate program/market plans and performance results.
Effectively manage regulatory and legal landscape ensuring programs comply for existing program enhancements/expansions as well as new program deployments.
Continually review work processes within assigned products, programs and services and takes timely action for improvement.
Understand and interpret EM&V reports and adequately optimize portfolio to maximize performance.
Consistent review of operational processes within assigned products, programs and services to ensure program is streamlined, cost effective and efficient.
Communication & Relationships
Demonstrate effective planning, organizing, estimating, scheduling and monitoring of work activities with competing priorities and drives decisions that may affect the work of the team.
Conduct cadence of face-to-face meetings and conference calls with vendor to monitor performance, identify issues and adjust to changing conditions.
Manage vendor relationships as business owner with minimal supervision for items like performance standards, quality, timeliness, tracking and reporting, invoicing, equipment operation, customer satisfaction and coordination with program stakeholders.
Manage and modify contractual obligations for all affiliated parties executing the program.
Represent company as Duke Energy executive in addressing elevated customer forums, industry organizations, trade associations, customer complaint resolution, disputes, and other customer requests, often at the executive level within customer organizations.
Provide strategic leadership/guidance in Industry by contributing to the recognition of Duke Energy as a national leader in that industry.
Represent company in alignment with Duke Energy quality standards addressing elevated customer complaint resolution, disputes, and other customer requests.
Maintain awareness of legislative and regulatory activities by forming strategic partnerships and supporting the development and demonstration of strategy and products and services.
Maintain Industry awareness by evaluating opportunities and executing public relations and promotional initiatives to increase Duke Energy’s product awareness and product advocacy.
Reporting and Analytics
Identify and evaluate key performance indicators to maximize lead generation and conversion rates internally/externally.
Identify and evaluate key performance indicators required to proactively maximize energy savings and EM&V results.
Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction and earnings growth goals.
Identify, measure, track and report relevant service levels to ensure optimal program performance internally/externally.
Required/Basic Qualifications
Bachelors degree in Engineering or
Bachelors degree in Marketing or
Bachelors degree in Business Administration
3 years related work experience
In lieu of Bachelors degree(s) AND 3 year(s) related work experience listed above, High School/GED AND 10 year(s) related work experience.
Desired Qualifications
Masters degree in Marketing or
Masters degree in Engineering or
Masters degree in Business Administration.
In addition to desired degree, 7 years related work experience.
Additional Preferred Qualifications
Proficient in Microsoft Office software tools.
Proven project management skills.
Experience successfully delivering innovative online products and service solutions in B2C environment.
Proven track record developing and managing online customer experience, marketing engagement and conversion driving P&L success.
Demonstrated ability to learn new systems.
Experience successfully working in a team environment to achieve shared goals.
Experience working in utility regulatory environment.
Comprehensive financial and business acumen.
Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development.
Facility management, product management, program management, energy management, project management or process management experience.
Ability to represent the company and develop relationships with influential / hostile audience on contentious issues: on key community, regional or national boards/committees; in community events or with Subject Matter Experts (SMEs) for use with media, public meeting, etc.
Multi-function or multi-departmental experience.
Demonstrated experience in change management, process integration and implementation and supervisory or management experience.
Business operation experience.
Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills, excellent leadership skills and good facilitation skills at all levels, both internally and externally to Duke Energy,
Working Conditions
Normal office environment with some travel, including overnight travel and site visits.
Long periods of sitting and extended use of computer and telephone/cell phone or another PDA device.
Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm restoration.
Hybrid – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable commute to their designated Duke Energy facility.
Travel Requirements
5-15%Relocation Assistance Provided (as applicable)NoRepresented/Union PositionNoVisa Sponsored PositionNoPosting Expiration Date
Friday, September 27, 2024All job postings expire at 12:01 AM on the posting expiration date.
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.Privacy
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