Senior Work Management & Operations Lead

Duke Energy; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Duke Energy in Charlotte, NC seeks a Senior Work Management Specialist to provide advanced technical, analytical, and work management support across Distribution, Customer Experience & Services. You will deliver accurate results, handle complex issues, and act as a SME for work management processes and systems.

The role emphasizes customer service, workflow coordination, financial and cost management, and reliability & storm restoration support, with a focus on safety, continuous improvement,

Qualifications

• High School diploma or GED required; minimum of 2 years of related work experience.

Responsibilities

• Deliver exceptional customer service to operations, management and customers, and collaborate with internal work groups to ensure a positive customer experience.
• Investigate, analyze, and resolve complex work order, scheduling, and process issues; take ownership of concerns through resolution, including escalated situations.
• Communicate effectively with internal and external customers, field personnel, and leadership; report work status and project updates to stakeholders as required.
• Coordinate and manage work activities to ensure timely execution; monitor workflow efficiency across multiple groups and ensure compliance with standards and timelines.
• Audit completed work to ensure accurate customer billing; monitor reports and performance metrics; support scheduling and dispatching of daily field work.

Skills

Analytical skills

Investigative skills

Problem-solving

Communication skills

Team collaboration

Customer service

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Duke Energy in Charlotte, NC seeks a Senior Work Management Specialist to provide advanced technical, analytical, and work management support across Distribution, Customer Experience & Services. You will deliver accurate results, handle complex issues, and act as a SME for work management processes and systems.

The role emphasizes customer service, workflow coordination, financial and cost management, and reliability & storm restoration support, with a focus on safety, continuous improvement,