Products & Services Manager (or Senior) - Residential Demand Response

Duke Energy Corporation•Cincinnati, OH

6d•Hybrid

About The Position

This role is responsible for scaling participation and long-term value realization for Duke Energy’s Bring Your Own Thermostat (BYOT) and Grid-Connected Water Heater (GCWH) residential demand response programs across the Carolinas service territory. The position serves as the strategic owner of program growth through channel expansion, partner ecosystem development, and customer experience optimization, with accountability for delivering measurable results across a complex, highly regulated environment. A core focus is ensuring customers clearly understand and realize both the immediate financial benefits (e.g., enrollment incentives, rebates) and the ongoing value (bill savings, bill stability, and grid reliability contributions) associated with participation. The successful candidate will combine strong program management discipline, data-driven decision making, and the ability to orchestrate cross-functional teams and external partners to deliver scalable, high-performing demand response programs.

Requirements

Strong foundation in program management fundamentals (planning, execution, risk management, stakeholder alignment)
Proven ability to drive participation growth through channel and partner development
Demonstrated experience in cross-functional orchestration across complex organizations
Strong analytical capabilities, including: Funnel optimization, OEM/channel performance evaluation, Data-driven decision making
Experience managing vendor ecosystems and platform-based programs (e.g., DRMS, OEM integrations, SaaS platforms)
Solid understanding of regulatory and EM&V frameworks within utility programs
Financial acumen, including budgeting, forecasting, and cost-performance evaluation
Builds and scales high-impact partnerships that drive participation growth and enhance customer experience
Applies disciplined execution and rigorous attention to detail, ensuring accuracy and accountability across data, incentives, and operations
Leverages analytics, funnel performance insights, and experimentation to continuously improve program outcomes
Effectively orchestrates internal teams and external partners to deliver results in complex, interdependent environments
Experience in demand response, DERs, or customer energy programs strongly preferred
Experience managing OEM ecosystems, aggregators, or platform-based energy programs (e.g., EnergyHub)
Familiarity with Carolina regulatory environments and EM&V processes strongly preferred
Proven success in vendor and partner performance management
Strong communication skills, including ability to engage executive and regulatory stakeholders
Must possess all of the basic/required qualifications.

Nice To Haves

Experience in demand response, DERs, or customer energy programs strongly preferred
Experience managing OEM ecosystems, aggregators, or platform-based energy programs (e.g., EnergyHub)
Familiarity with Carolina regulatory environments and EM&V processes strongly preferred

Responsibilities

Lead development and execution of program growth strategies, with a primary focus on expanding participation through new channels and strategic partnerships
Identify, develop, and scale high-impact acquisition channels, including: OEM/device manufacturers, Aggregators and DER platform providers, Trade ally networks and installers, Digital and direct-to-customer enrollment pathways
Build and manage a pipeline of strategic partnerships, leveraging integrations and co-marketing opportunities to drive scalable growth
Ensure all channels clearly communicate the full customer value proposition, including: Up-front incentives and rebates, Ongoing bill savings and bill stability, Ease of participation and grid reliability benefits
Apply a data-driven growth mindset, using funnel analytics and channel performance insights to: Optimize conversion rates across acquisition pathways, Evaluate OEM and partner performance, Improve cost efficiency and customer lifetime value
Partner with marketing and analytics teams to design and continuously refine customer acquisition funnels and segmentation strategies
Serve as the end-to-end program owner, accountable for both participation growth and customer experience quality across the full lifecycle
Lead cross-functional orchestration (non-negotiable) across product, IT, marketing, regulatory, operations, and vendor teams to ensure seamless program delivery
Oversee vendor and platform performance, including coordination across: Demand response platform providers (e.g., EnergyHub or equivalent), OEM/device ecosystems and integrations, Implementation and customer operations vendors
Apply disciplined execution and rigorous attention to detail, ensuring: Accuracy in customer-facing messaging and incentive structures, Alignment across platforms (DERMS, CRM, vendor systems), High-quality data integrity and reporting
Design and continuously improve the end-to-end customer journey, ensuring a seamless, transparent, and customer-friendly experience
Develop and track customer and program performance KPIs, including: Channel-level enrollment contribution and conversion rates, Funnel performance and drop-off analysis, OEM and partner performance metrics, Time-to-enroll and activation success, Incentive fulfillment timelines, Customer satisfaction, retention, and event participation
Ensure incentive fulfillment processes are accurate, timely, and transparent, reinforcing customer trust and program credibility
Own and manage customer and participant escalations, ensuring: Prompt, professional, and empathetic resolution, Root cause identification and corrective action implementation, Coordination across vendors, platforms, and internal teams to prevent recurrence
Manage program budgets (O&M and capital), ensuring alignment with financial targets and regulatory requirements
Ensure program execution aligns with regulatory requirements and commitments across the Carolinas jurisdictions
Partner closely with regulatory and EM&V teams to: Support evaluation, measurement, and verification (EM&V) activities, Provide accurate, defensible program data and documentation, Translate EM&V findings into actionable program improvements
Maintain strong awareness of tariff structures, program eligibility rules, and compliance requirements, ensuring program integrity
Support regulatory filings, audits, and internal reviews with well-structured, transparent reporting
Serve as the primary relationship owner for OEMs, aggregators, and key partners
Build long-term, trust-based relationships that drive growth, performance, and customer experience outcomes
Align partners to clear expectations related to: Enrollment growth, Customer experience quality, Messaging of financial and program benefits
Represent Duke Energy in partner and industry engagements, reinforcing leadership in demand response innovation