Senior Products and Services Manager - Customer Experience App

About the Role

Key Responsibilities

• Act as primary point of contact between internal teams and third-party developers.
• Own the project plan, dependencies, milestones, and go-to-market timeline.
• Coordinate between internal IT, business team, and third-party developers.
• Facilitate sprint demos, milestone reviews, and steering committee meetings.
• Track and remove delivery blockers.
• Ensure third-party adherence to design standards, SLAs, and compliance protocols.
• Develop product roadmap enhancements to improve market effectiveness and customer acquisition.
• Identify and implement promotional strategies and expand offers to other jurisdictions as appropriate.
• Produce creative and compelling marketing materials and pitch presentations that convey a unified message and vision.
• Work cross-functionally with internal stakeholders to identify and execute opportunities for product growth and enhancement.
• Capture and ensure timely follow-up on leads generated by campaigns, events, communications, plans, and assessments.
• Evaluate key performance indicators to identify opportunities for improving lead generation and close rates.
• Develop and execute initiatives to improve the effectiveness of service channels while measuring and analyzing results.
• Analyze market research results and set strategies to focus on customer needs, allocating budget and resources accordingly.
• Develop campaign plans, set objectives, measure and analyze performance, and influence customer satisfaction.
• Standardize programs across jurisdictions where justified.
• Deliver on financial growth targets, customer satisfaction scores, and regulatory objectives for products, programs, and services.
• Develop, communicate, and execute long-term and annual program plans to meet financial and customer satisfaction goals.
• Manage the program within capital and O&M budgets.
• Interpret reports and represent program areas effectively.
• Address customer complaints, disputes, and requests as a representative of Duke Energy.
• Review and improve work processes within assigned programs.
• Develop and maintain relationships with external program support vendors.
• Manage vendor relationships, performance standards, quality, and contractual obligations.
• Conduct meetings with vendors to monitor performance and address issues.
• Ensure secure, real-time, and accurate electronic interfaces with Duke Energy.
• Develop performance goals and tracking systems for program analytics, customer satisfaction, and earnings.
• Develop, communicate, and adjust market plans to achieve satisfaction targets.

Requirements

• Bachelor's degree in Business, Finance, Engineering, Marketing or related field and 3+ years of work experience, OR high school/GED and 10+ years of work experience.
• Proficient in Microsoft Office software tools.
• Proficient in Power BI for analyzing reports or building new reports.
• Proven project management skills.
• Ability to learn new systems quickly.
• Experience working in a team environment to achieve shared goals.
• Experience working in utility regulatory environment.
• Strong financial and business acumen.
• Ability to analyze market and financial data to develop customer and product strategies.
• Experience in facility management, product management, program management, energy management, or project management.
• Demonstrated experience in change management, process integration, and supervisory or management roles.
• PMP or Certified Scrum certification.
• Excellent interpersonal, communication, presentation, conflict resolution, leadership, and facilitation skills.

Nice to Have

• Experience in utility regulatory environment.
• Experience representing the company to influential or contentious audiences.
• Multi-function or multi-departmental experience.
• Business operation experience.

Qualifications

• Bachelor's degree in relevant field and 3+ years of experience, or high school/GED and 10+ years of experience.
• Master's degree in Business, Engineering, or Marketing (preferred).
• Certifications such as PMP or Certified Scrum (preferred).

Benefits & Perks

• Competitive pay and benefits.
• Opportunities for growth and development.
• Recognition for your work.
• Work from a remote location after onboarding, with reasonable commute requirements.