Products & Services Manager (Senior or Lead) - Carolinas Commercial and Industrial Curtailment Programs

Duke Energy Corporation; Charlotte (NC); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Duke Energy Corporation is seeking a Senior/Lead Products & Services Manager to oversee the P&L of select products and programs. You will guide portfolio-based initiatives to improve customer satisfaction and profitability while controlling costs.

The role emphasizes strategic market planning, collaboration with stakeholders, and cross-functional leadership to drive financial growth and service improvements across multiple jurisdictions. A hybrid work model and travel are expected.

Qualifications

• Bachelor’s degree in Business, Finance, Engineering, or related field.
• Minimum of 3 years of related work experience or an Associate’s degree with 5 years of related work experience or a HS diploma with 7 years of related work experience.
• Masters degree in business, Finance, Engineering or equivalent is preferred.

Responsibilities

• Oversee development of product, program and service enhancements to improve market effectiveness and meet financial goals.
• Identify and implement promotional strategies and expand offers to other jurisdictions as appropriate.
• Develop and execute exit strategies for non-performing/underperforming programs.
• Collaborate with stakeholders to develop marketing campaigns and measure performance to reduce cost per acquisition.
• Manage vendor relationships and monitor performance, quality, and reporting.

Education

Bachelor’s degree in Business, Finance, Engineering, or other related degree

Associate’s degree

High School Diploma/GED

Job description

More than a career - a chance to make a difference in people's lives.

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.

The preferred work location for this position is in Charlotte, NC, but other locations including those within the MidWest service territory can be considered.

Job Summary

This role entails overseeing the management and operation of profit and loss (P&L) of specific products, programs, and services. Responsibilities include assisting in the development of programs using a portfolio approach to enhance customer satisfaction and profitability while minimizing overall costs.

Responsibilities

• 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.
• Develop and execute exit strategies for non-performing/underperforming programs.
• Collaborate with program stakeholders to develop and implement marketing campaigns for new and existing offerings. Measure and analyze performance to lower cost per acquisition
• 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.
• 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 EM&V 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 assigned programs and implement as required.
• Develop/maintain a productive business relationship with the external program support vendors.
• 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 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.
• 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

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

Senior Products & Services Manager

• A Bachelor’s degree in Business, Finance, Engineering, or other related degree and a minimum of 3 years of related work experience or
• An Associate’s degree and a minimum of 5 years of related work experience or
• A High School Diploma/GED and a minimum of 7 years of related work experience

Lead Products & Services Manager

• A Bachelor’s degree in Business, Finance, Engineering, or other related degree and a minimum of 5 years of related work experience or
• An Associate’s degree and a minimum of 7 years of related work experience or
• A High School Diploma/GED and a minimum of 9 years of related work experience

Preferred Qualifications

• Masters Degree in business, Finance, Engineering or equivalent.

Additional Preferred Qualifications

• Master's Degree in business, Finance, Engineering or equivalent.
• Experience working in utility regulatory environment
• Ability to develop relationships on contentious issues
• Multi-function or multi-departmental experience
• Business operations experience

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 Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees must live within a reasonable commute to their designated Duke Energy facility, not greater than 50 miles one way. Employees are expected to report to their assigned Duke Energy facility as required and directed by their manager, on average 3 full workdays per regular workweek.

Travel Requirements

5-15%

Relocation Assistance Provided (as applicable)

No

Represented/Union Position

No

Visa Sponsored Position

No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.