General Manager, Customer Assistance Programs (CAP)

Duquesne Light Company; Pittsburgh (Allegheny County); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Duquesne Light Company seeks a General Manager for Customer Assistance Programs in Pittsburgh. The role involves leading initiatives aimed at enhancing energy efficiency and assisting customers through various programs. Candidates should have substantial experience in community engagement and program management, coupled with strong leadership skills to drive results and foster collaborations.

Qualifications

• 10 years of experience in community programs or related functions.
• 5 years of management experience.

Responsibilities

• Architect and implement Universal Services and Energy Efficiency programs.
• Manage program delivery and stakeholder relationships.
• Drive community partnerships and collaboration.

Skills

Leadership

Program Management

Community Engagement

Data Analysis

Education

Bachelor’s degree

Master’s degree or PhD (desired)

Job description

General Manager, Customer Assistance Programs (CAP)

General Manager, Customer Assistance Programs (CAP)

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Location: Hybrid Downtown Pittsburgh

The General Manager-Universal Services will architect and lead the Universal Services (CAP) and Energy Efficiency transformation for Duquesne Light Company. This position will serve as an internal and external leader to fulfill the objectives of Duquesne Light’s Universal Services and Energy Efficiency Programs. These programs include subsidized billing and energy efficiency for income eligible customers, providing energy efficiency solutions to customers, partnering with community agencies to support our customers, and collaborating internally on a cohesive company approach. This position will provide the development, ownership, and tactical support of the programs, including the associated regulatory filings, vendor agreements, consumer education campaigns, technical assistance workshops and other means for increasing adoption and usage among eligible consumers. Lastly, this position will manage both full-time staff and contractors in the fulfillment of the programs.

Responsibilities:

• Architect and implement transformational Universal Services, Customer Assistance Programs and Energy Efficiency Education programs, and roadmap to deliver outcome-based results to customers;
• Own current Universal Services and Energy Efficiency program delivery in an operationally excellent manner;
• Collaborate internally to drive results on a cohesive community partnership strategy
• Effectively deliver federal funding for low-income customers via new programs;
• Effectively deliver federal funding for customer energy efficiency via new programs;
• Leverage data insights to develop new programs and measure the effectiveness of existing programs, and make changes that improve efficiency and accuracy of operations;
• Deliver automated and personalized customer experiences at scale, making customer resource investments decisions in a way that is backed up by data;
• Use sound judgement in balancing competing interests, priorities and agendas among key state and local stakeholders to ensure that company programs provide needed assistance and required energy efficiency programs in a cost effective manner;
• Serve as a convener between our company and the community by creating new partnerships;
• Establish and maintain strong relationships with state and local officials;
• Benchmark and track programs used by other companies and in other jurisdictions to ensure that company programs reflect best practices;
• Collaborate with internal stakeholders to ensure all regulatory, system and operational activities are completed.
• Lead the development of a robust reporting framework and Universal Services and Energy Efficiency metrics package;
• Successfully manage and continuously evaluate vendor partnerships;
• Work closely with Finance and Regulatory on the effective cost management of our USECP;
• Support the company's values in order to influence the design and delivery of our products and services in the marketplace.

Education/Experience:

• Bachelor’s degree; higher level education such as a master’s degree, PhD, or certification is normally desired
• 10 years of experience in community programs or related functions
• 5 years of management experience

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Company is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Company's commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Company is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [e-mail] and describe the specific accommodation requested for a disability-related limitation.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Utilities

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