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
Directly oversees the management of complex customer offerings and/or P&L/Revenue driven billing products, programs and services across large regions of the regulated and/or non-regulated service areas. For this billing related management position, normal responsibilities include directly overseeing the development of a portfolio approach to drive customer satisfaction, improved affordability and value while reducing overall costs. This position provides leadership, management, supervision and guidance to a team of employees that typically has < 12 employees along with contingent employees or vendors located geographically across the company’s service areas. This position is typically accountable for an annual budget of < $15M.
Responsibilities
Portfolio Leadership
Lead group that manages a value-add product & service portfolio in collaboration with key internal stakeholders and external stakeholders (i.e., customers, regulators and vendors) to create alliances and execute successful customer initiatives.
Standardize portfolio of products, programs and services across all jurisdictions where business justification exists
Manage the balance of regulatory and potentially non-utility product opportunities in each jurisdiction
Accountable for meeting P&L, financial growth, customer satisfaction and regulatory objectives for product, program & service portfolio
Develop, communicate and execute long-term/ annual product plans, market and segment plans to deliver financial results in total and for each state market. Deliver plans within capital and O&M budget. Lead internal teams to achieve annual and longer-term goals.
Develop team members by utilizing personal development planning tools and position team and individuals for growth opportunities and special assignments
Represents company as Duke Energy executive in addressing elevated customer forums, industry organizations, trade associations, customer complaint resolution, disputes, and other customer requests, often at the executive level within customer organizations
Continually reviews work processes, key success metrics for the assigned product portfolio while taking action to optimize performance and deliver operational excellence customers
Lead the development of capital and/or O&M budgets for products, initiatives, programs and services
Portfolio Management
Lead the develop products, programs and service enhancements to improve market effectiveness and work with Product Development on new program initiatives.
Provide direction to development of new products and services for customers. Direction may include coordination with CCO or other organizations. Includes giving direction to others to ensure that customer needs are satisfied, and products meet strategic objectives.
Oversee the identification and facilitation of needed improvements, development and implementation of promotional strategies and expand offers in all targeted markets.
Identify new product opportunities and exit strategies for non-performing/underperforming products.
Strategize product offerings - set objectives, timelines and execute or adjust strategies and plans for product development to support optimal product mix and promotion.
Coordinate the development and implementation of market related outreach campaigns for the products, programs and services when approved. Measure, track and report on performance.
Investigate and pilot new technologies, delivery channels and product extensions.
Ensure follow-up on leads generated by campaign initiatives, events and communications.
Develop and execute initiatives to improve the effectiveness of our customer channels including the call center, online services and direct to customer approaches to offer customers lower cost, more convenient service channels.
Measure and demonstrate results.
Review, analyze and understand market research results.
Set strategies and plans that create a sharp focus on customer needs; and appropriately allocates budget funding and resources to attain goals.
Execute effective marketing campaigns that provide timely and relevant Price / Value / adoption feedback from customers.
Coordinate campaign plans, set objectives, measure and analyze performance, while assessing the influence on customer satisfaction.
Direct development of performance goals and tracking systems to monitor portfolio analytics, customer satisfaction and earnings growth goals.
Drive customer satisfaction - develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets.
Program Awareness Evaluate opportunities and execute public relations and promotional initiatives to increase Duke Energy brand awareness and customer advocacy.
Serves as Duke Energy executive on industry local, regional and national boards and forums.
Form strategic partnerships with industry groups, community leaders and product vendors to support the development of top tier products and services.
Maintain awareness of legislative and regulatory activities.
Maintain in-depth knowledge of operating company strategies and business plans, along with regulatory requirements of each state.
Integrate with Strategy, Regulatory, Communications and other internal company groups to ensure products and services align with and enhance corporate strategy.
Required/Basic Qualifications
Bachelors degree in Engineering, Marketing, Business Administration, Other Related Degree
5 years related work experience
In lieu of Bachelors degree(s) AND 5 year(s) related work experience listed above, High School/GED AND 12 year(s) related work experience
Desired Qualifications
Masters degree in Business Administration
In addition to desired degree, 9 years related work experience
Certified Energy Manager and/or Professional Engineer and/or Project Management Professional and/or Product/Program Management Professional and/or Other Position-Relevant Certification or 7 Years Job-Related 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: customer account management, 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: Market Research, Market Strategy, Competitive Intelligence, Product Management., or Product 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.
Working Conditions
Hybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable daily commute to a Duke Energy facility.
Travel Requirements
15-25%Relocation Assistance Provided (as applicable)NoRepresented/Union PositionNoVisa Sponsored PositionNoPosting Expiration Date
Friday, October 25, 2024All 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.Privacy
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