Products and Services Manager - Residential Solutions

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.

*This position will be hired either in Charlotte, NC or St. Petersburg FL. ONLY*

Position Summary

This position is responsible for overseeing the management and operations of Residential Home Protection P&L driven plans and services. These services are offered in regions of the regulated and non-regulated footprint. Normal responsibilities include the development of products for a portfolio aimed to drive customer satisfaction and profitability. This position collaborates with cross functional teams and provides leadership and guidance to others without having formal management or supervision responsibilities. Products and Services Managers are innovative leaders that drive the program performance enhancements by coordinating efforts with stakeholders that lead to short and long-term benefits. The position will work closely with internal and external teams to successfully manage the daily operations and strategy for long-term growth.

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.

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

• Produce creative and compelling marketing materials and pitch presentations that convey a unified message and vision.

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

• Work cross-functionally with internal stakeholders to identify and execute opportunities for product growth and enhancement.

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

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

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

• 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.

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

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

Reporting and Analysis

• Standardize programs across all jurisdictions where business justification exists.

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

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

• Deliver plans within capital and O&M budget.

• Understand and interpret reports and adequately represent program related areas.

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

• Review work processes within assignedprograms and implement as required.

Communication & Relationships

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

• Manage the vendor relationships as primary product 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 vendor to monitor performance, identify issues and adjust to changing conditions.

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

• Manage and modify contractual obligations for the program.

Other

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

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

Basic/Required Qualifications

• Bachelor's degree in Business, Finance, Engineering, Marketing or related degree and 2+ years work related experience OR

• High School/GED degree and 9+ years work related experience in lieu of a degree and 2+ years work related experience

Desired Experience

• Master's degree in Business, Engineering or Marketing

• Proficient in Microsoft Office software tools

• Proficient in Power BI - analyzing existing reports and/or building new reports

• 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/ 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

Additional Preferred Qualifications

• 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/ 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

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 other PDA device.

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

• 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

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

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