Products & Services Manager

Duke Energy Corporation•Charlotte, NC

1d•Hybrid

About The Position

This position is responsible for overseeing the management and operation of Duke Energy’s income-qualified energy efficiency products, including programs such as Neighborhood Energy Saver, High Energy Usage Assistance and other customer affordability offerings. The role supports a portfolio approach to help income-qualified customers reduce energy usage and costs, improve home comfort, and access no-cost or low-cost energy efficiency services through targeted outreach, customer education, vendor and agency coordination, program delivery, invoicing oversight, budget management, regulatory support, and performance tracking. The position also assists in developing program strategies, enhancements and process improvements that drive customer satisfaction, energy savings, cost-effectiveness, equitable access and long-term program sustainability.

Requirements

Bachelor’s degree in Business Administration, Finance, Engineering, Marketing or another related field
minimum two (2) years related work experience
In lieu of bachelor's degree, high school diploma/GED AND nine (9) years minimum of related work experience
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.
Experience working in utility regulatory environment
Comprehensive financial and business acumen
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 Facility management, product management, program management, energy management, project management or process management experience.
Demonstrated experience in change management, process integration and implementation and supervisory or management experience
Business operation experience
Experience supporting Duke Energy products, programs or services, including program operations, customer enrollment, service delivery, vendor coordination and cross-functional stakeholder engagement.
Experience reviewing, validating and tracking program invoices, vendor payments, purchase orders, budget activity, accruals, forecasts and other financial documentation associated with program delivery.
Experience resolving customer issues, coordinating escalations, supporting customer communications and ensuring a positive customer experience across program intake, eligibility, scheduling, installation and post-service follow-up.
Experience partnering with marketing, communications, analytics and program teams to develop outreach strategies, campaign materials, customer targeting, participation tracking and performance reporting for Duke Energy programs.
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.

Responsibilities

Develop product, program and service enhancements for the income-qualified energy efficiency portfolio, including the High Energy Usage Assistance Pilot and Neighborhood Energy Saver program, to improve customer outcomes, drive energy savings, and ensure program offerings meet financial, regulatory and customer satisfaction goals.
Lead jurisdiction-specific planning for Midwest Neighborhood Energy Saver implementation, including neighborhood selection, customer eligibility strategy, launch readiness, vendor coordination, and alignment with local community partners.
Develop targeting strategies for high energy burdened and income-qualified customers by using customer usage data, kWh intensity, household and housing characteristics, or income indicators, and neighborhood-level eligibility criteria.
Identify and implement promotional strategies, including direct mail, outbound calls, email, text, door-to-door outreach, community events and local stakeholder engagement, to increase participation in the High Energy Usage Assistance Pilot and Midwest Neighborhood Energy Saver offerings.
Develop and execute learnings from the High Energy Usage Assistance Pilot into future customer assistance or portfolio optimization strategies.
Collaborate with program stakeholders to develop and implement marketing campaigns for new and existing offerings; measure and analyze performance to lower cost per acquisition and improve customer conversion from outreach through installation.
Capture and ensure timely follow-up on leads generated by campaigns, events, communications, plans and assessments, with clear referral pathways between High Energy Usage Assistance, Neighborhood Energy Saver and other relevant customer programs.
Evaluate key performance indicators such as participation, audit completion, measure installation, customer conversion, kWh savings, cost per home, cost per acquisition, customer satisfaction, health and safety deferrals, landlord authorizations, vendor timeliness and quality assurance results.
Develop and execute initiatives to improve the effectiveness of convenient service channels while measuring and analyzing results, including digital inquiry paths, call center support, community-based intake and vendor scheduling processes.
Analyze and understand market research, customer usage trends, program participation data and neighborhood demographics to create a sharp focus on customer needs, energy burden, affordability, housing conditions, and appropriate allocation of budget and resources.
Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction, energy savings, participation growth and regulatory commitments.
Create mutually beneficial internal relationships by effectively communicating program and market plans, jurisdiction-specific performance results, customer insights, vendor needs and regulatory considerations to leadership, program managers, analytics, marketing, legal, regulatory and customer operations teams.
Standardize program processes across all jurisdictions where business justification exists while accounting for state-specific eligibility thresholds, supplier models, commission requirements, approved measures and customer experience considerations.
Deliver on expected P&L, financial growth targets, customer satisfaction scores, energy savings targets and regulatory objectives for products, programs and services.
Develop, communicate and execute long-term and annual program plans, market plans and segment plans to deliver financial and customer results in total and for each jurisdiction.
Deliver plans within capital and O&M budget and monitor program spend against forecast, vendor invoices, incentive costs, measure mix and participation targets.
Understand and interpret EM&V reports and adequately represent program-related areas, including savings realization, cost-effectiveness, customer adoption, measure-level impacts and lessons learned from pilots or jurisdiction-specific implementations.
Represent Duke Energy in addressing elevated customer complaint resolution, disputes and other customer requests, particularly those involving income verification, rental property authorization, health and safety barriers, program eligibility or installation quality.
Review work processes within assigned programs and implement improvements as required, including intake, eligibility confirmation, data handoffs, scheduling, customer communication, quality control and post-installation reporting.
Develop and maintain productive business relationships with external program support vendors, implementation contractors, community action agencies, local governments and nonprofit partners that support outreach, eligibility, installations and health and safety referrals.
Manage vendor relationships like a business owner with minimal supervision for performance standards, quality, timeliness, tracking and reporting, invoicing, equipment operation, customer satisfaction, data security, SFTP or reporting requirements, and coordination with program stakeholders.
Conduct frequent face-to-face meetings and conference calls with vendors and partners to monitor performance, resolve issues, review production, validate data, address customer barriers and adjust to changing conditions.
Ensure electronic interfaces with Duke Energy are secure, timely and accurate, including customer lists, participation data, measure-level reporting, historical data files and monthly vendor reporting needed for analytics and regulatory support.
Manage and modify contractual obligations for assigned programs, including statements of work, performance expectations, data requirements, approved measures, jurisdictional requirements and supplier accountability.
Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction, savings realization, earnings growth goals, vendor productivity and customer experience outcomes.
Develop, communicate, execute and adjust market plans to achieve top-quartile satisfaction targets while expanding access to no-cost energy efficiency improvements for income-qualified customers with high energy usage and customers in eligible Midwest neighborhoods.