Senior Products and Services Manager

Role Overview

• Overseeing the management and operations of Residential Home Protection P&L driven plans and services
• Collaborating with cross functional teams and providing leadership and guidance to others without having formal management or supervision responsibilities
• Drive the program performance enhancements by coordinating efforts with stakeholders that lead to short and long-term benefits
• Develop product, program, and service enhancements to strengthen market effectiveness
• 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
• Develop and execute exit strategies for non-performing/underperforming programs
• 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 that provide opportunities to improve lead generation and close rates by implementing initiatives to improve performance
• Develop and execute initiatives to improve the effectiveness of more convenient service channels while measuring and analyzing results
• Analyze and understand market research results
• Set strategies and plans accordingly that create sharp focus on customer needs and wants
• Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction
• Create mutually beneficial internal relationships by effectively communicating program/market plans and performance results
• Standardize programs across all jurisdictions where business justification exists
• Deliver on expected P&L, financial growth targets, customer satisfaction scores and regulatory objectives for products, programs & services
• Develop, communicate and execute long-term/annual program plans, market and segment plans to deliver financial results
• Deliver plans within capital and O&M budget
• Represent company as Duke Energy in addressing elevated customer complaint resolution, disputes, and other customer requests
• Review work processes within assigned programs and implement as required
• Develop/maintain a productive business relationship with the external program support vendors
• Manage the vendor relationships as primary product owner
• Conduct frequent face-to-face meetings and conference calls with vendor to monitor performance, identify issues and adjust to changing conditions
• Ensure that electronic interfaces with Duke Energy is secure, near real time and accurate
• Manage and modify contractual obligations for the program
• Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction and earnings growth goals
• Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets

Requirements

• 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
• Master's degree in Business, Engineering or Marketing (desired)
• Proficient in Microsoft Office software tools
• Proficient in Power BI – analyzing existing reports and/or building new reports
• 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
• 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

Benefits

• friendly work environment
• opportunities for growth and development
• recognition for your work
• competitive pay and benefits