Products & Services Manager or Senior Products and Services Manager

Duke Energy•Plainfield, IN

17h•Hybrid

About The Position

The Products and Services Manager or Senior Products and Services Manager is responsible for managing all large commercial and industrial demand response programs in the Midwest jurisdictions, which operate in markets organized under regional transmission organizations (RTOs). This position focuses on the daily operation of the programs, enhancing customer satisfaction, strengthening key external and internal partnerships, and identifying opportunities to grow earnings. In collaboration with stakeholders, individuals in this role will identify new business opportunities, nurture long-term customer relationships, and execute strategic sales initiatives that align with Duke Energy’s broader goals for program growth and customer satisfaction. This position oversees the management of complex P&L driven products, programs and services offered across large regions of the regulated or non-regulated footprint. Normal responsibilities include the development of products for a portfolio approach to drive customer satisfaction and profitability. This position provides leadership and guidance to others without having formal management or supervision responsibilities. Sr. Products and Services Managers are innovative leaders that drive the program performance enhancements by coordinating efforts with stakeholders that lead to short and long term benefits.

Requirements

Products and Services Manager
Bachelor’s degree in Marketing, Business, Engineering, Finance or other related degree AND two (2) years minimum of related work experience.
In lieu of Bachelor’s degree(s) AND experience listed above, High School/GED AND nine (9) years minimum related work experience.
Sr Products and Services Manager
Bachelor’s degree in Marketing, Business, Engineering, or other related degree AND three (3) years minimum of related work experience.
In lieu of bachelor’s degree and experience listed above, High School/GED AND ten (10) years minimum of related work experience.

Nice To Haves

Previous experience with demand response programs
Product management, program management, energy management, project management or process management experience.
Experience working with large industrial customers or external vendors
Experience working with both internal and external stakeholders
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
Master’s degree
Certified Energy Manager
Prior experience with Regional Transmission Organizations
Professional Engineer
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.
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.
Demonstrated effective work habits, e.g. displaying initiative and persistence in carrying out work assignments, seeking to continually improve knowledge and skills, knowledge and innovation in support of continuous improvement and enhanced productivity.

Responsibilities

Develop products, programs and service enhancements to improve market effectiveness and work with Product Development on new product initiatives.
Provide support and expertise to development of new products and services for customers.
Identify and facilitate needed improvements, develop and implement promotional strategies and expand offers to other jurisdictions when/where appropriate.
Set objectives and execute or adjust strategies and plans for product development, and optimal product mix and promotion.
Work with product stakeholders to develop and implement marketing campaigns for the Products when approved. Measure and report on performance.
Work with product stakeholders to investigate and pilot new technologies, delivery channels and product extensions.
Support other areas of the company with advanced demand response technical expertise (e.g. Strategic Planning, Asset Planning, Power Trading, RTO Compliance, Products & Services, Solutions Development, Rates).
Develop and evaluate metrics that provide opportunities to improve lead generations and close rates by implementing initiatives to improve sales effectiveness.
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.
Lead and facilitate the development of campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction.
Leads and facilitates group that manages profitable products & services in collaboration with key internal stakeholders and external stakeholders, to create alliances and execute successful customer initiatives.
Mentor and act as an informal leader to other team members to assist their product performance and management capabilities.
Standardize products, programs and services across all jurisdictions where business justification exists.
Manage the balance of regulatory and non-utility product opportunities in each jurisdiction.
Deliver on expected P&L, financial growth, customer satisfaction and regulatory objectives for products, programs & services.
Develop, communicate and execute long-term / annual product plans, market and segment plans to deliver financial results in total and for each jurisdiction.
Deliver plans within capital and O&M budget.
Understand and interpret EM&V reports and adequately represent product related areas.
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 within assigned products, programs and services and takes timely action for improvement.
Develop capital and O&M budgets for product, programs and services.
Provide strategic leadership/guidance in Industry by contributing to the recognition of Duke Energy as a national leader in that industry.
Develop product lines of products, programs and services that identify and facilitate needed improvements, develop and implement promotional strategies and expand offers.
Maintain awareness of legislative and regulatory activities by forming strategic partnerships and supporting the development and demonstration of strategy and products and services.
Maintain Industry awareness by evaluating opportunities and executing public relations and promotional initiatives to increase Duke Energy’s product awareness and product advocacy.
Lead the development of strategies for promotion of all products, program and services.
Ensure that electronic interfaces with Duke Energy is secure, near real time and accurate.
Manage and modify contractual obligations for the program.
Manage the vendor relationships like a business owner with minimal supervision for items like performance standards, quality, timeliness, tracking and reporting, invoicing, equipment operation, customer satisfaction and coordination with program stakeholders
Direct development of performance goals and tracking systems to monitor product analytics, customer satisfaction and earnings growth goals.
Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets.