Products & Services Manager or Senior Products & Services Manager

Important Application Submission Information

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

Depending upon the desired qualifications of the successful applicant, the hiring manager may elect to fill this position at a higher level within the job hierarchy.

This position will assume one of two potential primary responsibilities: (1) overseeing the management and operation of the K12 Education Energy Efficiency program or (2) executing as a cross-functional lead for Energy Efficiency DIY which includes approved programs and growth initiatives such as the Online Savings Store and Retail Instant Savings. Ultimately, this role will assist in the development and growth of one or more residential and/or SMB Energy Efficiency programs for a portfolio approach to drive customer satisfaction, value, and profitability.

Duke Energy's Direct Offers Energy Efficiency programs are designed to help residential and non-residential customers save energy and reduce both expenses and energy usage through the installation of energy conservation measures in the home/premise and/or behavioral changes. The ideal candidate has an operational aptitude, is a student of the business, and can creatively solve problems.

Generally, this role will oversee the management of complex P&L driven products, programs, and services offered across large regions of the regulated or non-regulated footprint. This position provides leadership and guidance to others without having formal management or supervision responsibilities. Products & Services Managers are innovative leaders that drive the program performance enhancements by coordinating efforts with stakeholders that lead to short and long-term benefits.

Responsibilities for this position include but are not limited to the following

Leading

• Manage the vendor relationships like a 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.

• Conduct frequent face-to-face meetings and conference calls with vendors, customers, internal stakeholders, external stakeholders to monitor performance, identify issues, discover solutions and adjust to changing conditions.

• Manage and modify contractual obligations for the program with supply chain.

• Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction and earnings growth goals.

• Represent company as Duke Energy in addressing elevated customer complaint resolution, disputes, and other customer requests.

• Identify and implement promotional strategies and expand offers to other jurisdictions as appropriate.

• Capture and ensure timely follow-up on leads generated by campaigns, events, communications, plans and assessments.

• Collaborate with program stakeholders (regulatory, finance, supply chain, solutions development, etc.) to develop and implement marketing campaigns for new and existing offerings. Measure and analyze performance to lower cost per acquisition.

• Work within the communities to provide a positive influence and serve the needs of customers.

Creating

• Create mutually beneficial internal relationships by effectively communicating program/market plans and performance results.

• 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.

• Propose and establish new processes, tools, and/or automation to help our customers and internal teams operate more effectively.

• Develop and execute exit strategies for non-performing/underperforming programs.

• Develop and execute initiatives to improve the effectiveness of more convenient service channels while measuring and analyzing results.

• Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction.

• Develop, communicate and execute long-term and annual program plans, market and segment plans to deliver financial results in total and for each jurisdiction.

• Develop/maintain a productive business relationship with the external program support vendors.

• Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets.

Delivering

• Coordinate and communicate with all launch teams on new programs or pilots to discuss goals, timelines, deliverables, obstacles, and dependencies.

• Communicating the plan to all participants-and soliciting feedback-to arrive at an agreed-upon strategy for a successful product launch.

• Learning about all teams' abilities, schedules, and resource levels-anticipate bottlenecks or other issues early and be able to help.

• Deliver on expected P&L, financial growth targets, customer satisfaction scores and regulatory objectives for products, programs & services.

• Deliver plans within capital and O&M budget.

• Ensure that electronic interfaces with Duke Energy is secure, near real-time and accurate.

• Review work processes within assigned programs and implement as required.

• Evaluative key performance indicators that provide opportunities to improve lead generation and close rates by implementing initiatives to improve performance.

• Analyze and understand market research results. Set strategies and plans accordingly that create sharp focus on customer needs and wants; and appropriately allocate budget and resources.

• Act as an information resource for internal customers by responding to and resolving inquiries concerning reporting and system integration.

• Understand and interpret EM&V reports and adequately represent program related areas.

• Standardize programs across all jurisdictions where business justification exists.

Basic/Required Qualifications

Note: This posting is for one open position. Dependent on relative experience, the level to which a candidate is aligned is outlined below.

Products & Services Manager

• Bachelors degree in Engineering, Marketing, Business Administration or other related degree.

• In addition to required degree, minimum two (2) years relevant work experience.

• In lieu of required degree, High School/GED and minimum nine (9) years relevant work experience.

Sr. Products & Services Manager

• Bachelors degree in Engineering, Marketing, Business Administration or other related degree.

• IN addition to required degree, minimum three (3) years relevant work experience.

• In lieu of required degree, High School/GED and minimum ten (10) years relevant work experience.

• Masters degree in Engineering, Business Administration or Marketing

• 5 years related work experience

• Proficient in Microsoft Office software tools

• Proven project management skills

• 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 and 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

• 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

• Hybrid: Work will be performed from both remote and onsite locations. Employee will be required to report to their assigned work location 3 days per regular workweek. Hybrid employees are required to live within a reasonable daily commute to their assigned work location.

• 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 other PDA device.

• Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm

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