Duke Energy Manager Products & Services in United States
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.
Oversee the design, implementation, operation and management of products and services that include, but are not limited to all residential non-regulated products including the Duke Energy Connections transfer process and the delivery of services across all jurisdictions. Includes development of a portfolio approach to drive customer satisfaction and profitability while reducing overall costs and includes P&L responsibility. These programs and services target Duke’s customer base and generate revenue of roughly $100 million across all Duke’s jurisdictional markets. This position provides leadership, management, supervision and guidance to a team of roughly 20 employees plus vendor staff located across 16 locations within the company’s service territories and serves the needs of over one million active participants.
Portfolio / Operational Leadership• Lead group that manages a profitable product & service portfolio in collaboration with key internal stakeholders, customers, regulators, and vendors to create alliances and execute successful customer initiatives.• Standardize portfolio processes across all jurisdictions where feasible• Balance regulatory and non-utility product opportunities in each jurisdiction• Accountable for meeting P&L, financial growth, customer satisfaction and growth objectives for product & service portfolio• Develop, communicate, and execute long-term/annual product plans to deliver financial results in total and for each state market and product line. Deliver plans within O&M budget. Lead internal teams to achieve annual goals of Residential Solutions and the Retail Programs Group.• Develop team members by utilizing personal development planning tools and position team and individuals for growth opportunities and special assignments• Provides direction to four business units and 12-18 product lines to achieve financial growth, customer satisfaction goals and earnings growth targets• Responsible for Duke Energy revenues of $100 million annually• Develops portfolio budget to achieve objectives and manages $50 million budget• Represents company as Duke Energy executive in addressing elevated customer complaint resolution, disputes, and other customer requests around non-public utility operations from the Residential Solutions group, often at an executive level within customer organizations• Continually reviews work processes within the portfolio and takes action for improvement• Contribute to recognition of Duke Energy as a national leader in the home services industry.
Portfolio Management (Residential Non-Regulated Offers)• Develop product and service enhancements to improve market effectiveness and work with Product Development on new program initiatives. Provide support and expertise to development of new products and services for customers. Support may include coordination with Energy Efficiency, Energy Services, Demand Response, or other organizations. Includes giving direction to others to ensure that customer needs are satisfied and products meet financial goals.• Identify and facilitate needed improvements, develop, and implement promotional strategies and expand offers in all service states.• Identify new product opportunities and exit strategies for non-performing/underperforming products.• Product Mix: Set objectives and execute or adjust strategies and plans for product development, and optimal product mix and promotion.• Develop and implement campaigns for the Residential Solutions group when approved. Measure and report on performance.• Investigate and pilot new technologies, delivery channels, sales channels, and product extensions• Lead Management: Capture and ensure follow-up on leads generated by campaign initiatives, events, communications, Account Plans and Assessments.• Convenient Customer Channels: Develop and execute initiatives to improve the effectiveness of our customer channels including the call center, online services, digital marketing and direct to customer approaches to offer customers lower cost, more convenient service channels. Measure and demonstrate results.• Focus: 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 deployment of resources.• Campaigns: Provide timely and relevant Price / Value / Efficiency campaigns and communications. Develop campaign plans, set objectives, measure, and analyze performance, and demonstrate influence on customer satisfaction.
Direct development of performance goals and tracking systems to monitor portfolio analytics, customer satisfaction and earnings growth goals.• Customer Satisfaction: Develop, communicate, execute, and adjust market plans to achieve satisfaction targets.
Represent Duke and program promotion externally in public forums, workshops, state regulatory collaboratives, industry forums, etc.• Home Services Awareness: Evaluate opportunities and execute public relations and promotional initiatives to increase Duke Energy brand awareness and advocacy• Serves as Duke Energy representative on industry local, regional, and national boards and forums• Form strategic partnerships with industry groups, community leaders and product vendors to support development and demonstration of the Retail Programs’ strategy.• Maintain awareness of legislative and regulatory activities.
Integrate with Strategy, Regulatory, Communications and other internal company groups to ensure products and services align with and enhance corporate strategy• Stay current with corporate strategies and investments• Maintain in-depth knowledge of operating company strategies and business plans, along with regulatory requirements of each state.• Use new technical platforms for product and service offerings where feasible• Maintain awareness of legislative and regulatory activities that impact our portfolio
• Bachelor's degree in Engineering or• Bachelor's degree in Marketing or• Bachelor's degree in Business Administration• In addition to required degree, 5 plus years related work experience• In lieu of Bachelor's degree(s) AND 5 plus year(s) related work experience listed above, High School/GED AND 12 plus year(s) related work experience
Certified Energy Manager, Professional Engineer, Project Management Professional, Product/Program Management Professional or other Position-Relevant Certifications
Masters degree in Business Administration
In addition to desired degree, 9 years related work experience
Additional Preferred Qualifications
• Demonstrated knowledge of technology product offerings and solutions• Demonstrated ability to build and manage day to day relationships with 3rd party vendors.• Demonstrated analytical, problem solving and financial evaluation skills• Excellent interpersonal skills including written, verbal and presentation skills• Excellent leadership and managerial skills demonstrated• Ability to represent the company as spokesperson and company executive in public forums• Ability to interact effectively with all levels of Duke management• Ability to make decisions and execute with limited information• Ability to effectively operate at the executive level within customer organizations• Ability to develop and execute short-range and long-range market plans• Ability to effectively manage third party resources.• Demonstrated ability to manage projects• Self-directed, highly motivated team leader• Demonstrated ability in product development, product management or market management.• Working knowledge of P&L financials• Proven negotiation ability, influence and conflict resolution skills of others without direct control• Working knowledge of competitive marketplace• Demonstrated innovation and creative abilities• Broad utility company knowledge and operational experience – ten or more years – in the following disciplines: project management, customer account management, finance,utility operations, customer service, marketing, governmental relations and/or economic development• Ability to effectively resolve issues in a matrix organization• Ability to effectively handle highly stressful situations• Marketing Analytics capability - proven ability to analyze market data, and develop successful customer and product strategies and plans based upon results. Examples of roles: MarketResearch, Market Strategy, Competitive Intelligence, Product Management., orProduct Development.• Sales or customer service relationship experience within industry. Examples: Account Management, Marketing or Sales• Ability to conceptualize new or abstract market approaches, determine how to test, and take steps to deliver new strategy. Big-picture thinking required• Demonstrated experience in leading teams to achieve desired results• Demonstrated communication and conflict resolution skills• Excellent problem identification and resolution skills• Track record in implementing energy efficiency strategies and improvements that achieve significant results• 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.• 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• Understanding of market research techniques and tools• Marketing communication and promotional experience• Comprehensive financial and business acumen• Facility management, product management, program management, energy management, project management or process management experience.• Ability to represent the company and develop relationships with influential / hostile audience on contentious issues: on key community, regional or national boards/committees; in community events or with Subject Matter Experts (SMEs) for use with media, public meeting, etc.• Multi function or multi-departmental 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
Relocation Assistance Provided (as applicable) No
Represented/Union Position No
Visa Sponsored Position No
Posting Expiration Date
Monday, September 27, 2021
All job postings expire at 12:01 AM on the posting expiration date.
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
We are one of the largest electric power holding companies in the United States, supplying and delivering electricity to approximately 7.4 million U.S. customers. We have approximately 52,700 megawatts of electric generating capacity in the Carolinas, the Midwest and Florida – and natural gas distribution services serving more than 1.5 million customers in Ohio, Kentucky, Tennessee and the Carolinas. Our commercial and international businesses own and operate diverse power generation assets in North America and Latin America, including a portfolio of renewable energy assets.
Regardless of your skill set or specific interest, we're looking for the best and brightest talent in the industry. Our people make us great - and we're always looking for more. Find your career path today at Duke Energy, where it's more than a career - it's a chance to make a difference in people's lives.
Brighter opportunities. Brighter futures. Duke Energy values ideas that come from a diverse and inclusive workforce, and we’re dedicated to providing a work environment where all people are valued, respected and able to reach their full potential. Duke Energy is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, childbirth or related medical conditions, including but not limited to lactation, religion, national origin, ancestry, ethnicity, citizenship, sexual orientation, gender identity, gender expression, age, marital status, physical or mental disability, genetic information, medical condition, military status, or protected veteran status. Duke Energy complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination.