Senior Work Management Specialist - Distribution Control Center

Duke Energy Corporation; Charlotte (NC); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Duke Energy Corporation is seeking an experienced work management support professional to ensure accurate execution of tasks across Grid Operations DCC, focusing on safety, reliability and cost management. You will coordinate cross-functional workflows, communicate with leadership, and support emergency response and storm restoration.

Responsibilities include maintaining excellent customer service, optimizing workflows, and ensuring timely billing and reporting.

Qualifications

• High School/GED diploma required with 2+ years of related work experience.
• Advanced knowledge of applications used in Distribution, Customer Experience & Services.
• Strong written and verbal communication skills.

Responsibilities

• Maintains excellent customer service to operations, management and customers.
• Requires in-depth knowledge and experience; solves complex problems—train others.
• Communicates daily with employees and leaders to ensure customer needs are met.
• Ensures efficient and effective workflow across work groups.
• Monitors reports to ensure process adherence and scheduling timelines.
• Dispatches daily work to field performers.

Skills

Customer service

Communication

Team collaboration

Problem solving

MS Office

Education

High School Diploma or GED

Tools

MS Office Suite

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.

Position Summary

Provides advanced-level work management support for PGO Grid Operations DCC, ensuring accurate and timely execution of work that supports safety, reliability, storm restoration, and cost management. Utilizes in-depth knowledge to solve complex problems, drive process improvements, and coordinate cross-functional workflows to deliver a strong customer experience. Responsible for effective communication, work tracking, financial accuracy, and reporting while supporting leadership and daily operations. Plays a key role in emergency response and supports a culture of safety, engagement, and continuous improvement.

Responsibilities

Maintains excellent customer service to operations, management and customers.

• Demonstrates advanced knowledge and is able to participate in continuous improvement initiatives.
• Requires in-depth knowledge and experience; solves complex problems-skilled and trains others.
• Proactively collaborate with other work groups to ensure desired customer experience - skilled at communicating daily with employees and leaders to ensure customer's needs are met.
• Ensure efficient and effective workflow across all work groups supported.
• Reports job status details to appropriate personnel as needed.
• Effectively communicates with leadership and employees regarding proper execution of work.
• Manages tasks to ensure accurate billing, invoicing, and expenses are done in a timely manner.
• Maintains confidential information in a professional and discreet manner.
• Achieves acceptable level of availability during normal work schedule, for special projects and circumstances, and for emergency or storm restoration after hours and on weekends.
• Monitors various reports to ensure process adherence to a ensure work is scheduled to meet an established timeline.
• Uses software applications (e.g. Word, PowerPoint, Excel) and systems to prepare correspondence, reports, presentations, agendas, minutes, manage calendars or meetings/meeting coordination etc.
• Supports leadership with daily operations and needs such as scheduling, answering phones, expense reports, travel arrangements, and meeting coordination and organization. Uses the appropriate applications, software, and systems to support these responsibilities.
• Appropriately dispatches daily work to field performers.
• Performs tasks, as assigned to support the organization.

Cost Management

• Works with leadership and employees to ensure timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines.
• Applies cost-effective decision making in the utilization of O&M finances to ensure the facility is safe, clean, and organized for operations.
• Verifies and applies correct general ledger account accounting in all work-related applications and functions.
• Creates reconciliation of credit cards and creation of expense reports (for self and team members, as assigned) for reimbursable items not purchased on company credit card and ensures proper GL accounting is applied.
• Adheres to monthly accrual timelines and system entry cut-off dates. Ensures all invoices on hand are recorded and sent to the appropriate department that processes the accrual.
• Reconciles work order materials, labor and equipment accurately.
• Collaborates with DCC Supervisors and Managers to ensure timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines

Reliability

• Prepares for and provides emergency support including dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, updating ETORs, and allocating event assignments to damage assessors and the creation and clearing, etc. of events in outage management tools
• Updates storm resource tracking and outage management tools during storm restoration
• Supports the execution of programs, projects, or processes using appropriate work management applications.

Employee Engagement & Safety

• Supports Human Performance safety and Wellness culture through active participation in safety meetings
• Follows ergonomics and safety guidelines
• Support corporate initiatives
• Demonstrate a commitment to continuous learning and development
• Administers special projects across work groups as needed (Employee Survey, Power of Giving and charitable activities, Diversity and Inclusion, WellPower, etc.)

Required/Basic Qualifications

• High School/GED diploma
• In addition to required degree, two (2) years related work experience

Additional Preferred Qualifications

• Possesses advanced, fully competent knowledge of applications used in Distribution, Customer Experience and Services
• Exhibits flexibility and dependability during normal work schedule and after-hours emergency storm restoration
• Collaborates effectively in a team environment
• Advanced knowledge of system applications used in Distribution, Customer Experience & Services
• Authority of local ordinances, permits, and inspections
• Supports changing work environments, processes and policies
• Possesses effective written and verbal communication and interpersonal skills
• Possesses working knowledge of Microsoft Office Software
• Previous customer service experience
• Prioritizes work effectively
• Demonstrates good judgment in decision making
• Works independently in resolving problems
• Investigative, research and analytical skills for complex work order status, auditing and corrections (materials, financials, date management, etc.)
• Critical thinking to take appropriate action to resolve issues independently and with limited supervision
• Demonstrated ability to manages external communication and resolving escalated customer situations

Working Conditions

• 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 the designated Duke Energy facility.

Travel Requirements

5-15%

Relocation Assistance Provided

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.