Senior Products & Services Manager - Billing

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

*This incumbent will sit at the Duke Energy Plaza in Charlotte NC*

Position Summary

Oversee the management of complex rates, billing or 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.

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.

• Product Mix 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.

• 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.

Required/Basic Qualifications

• Bachelor's degree in engineering or

• Bachelor's degree in marketing or

• Bachelor's degree in business administration.

• 3 years related work experience.

• In lieu of bachelor's degree(s) AND 3 year(s) related work experience listed above, High School/GED AND 10 year(s) related work experience.

Desired Qualifications

• Master's degree in Marketing or

• Master's degree in Accounting and Finance or

• Master's degree in Business Administration

• In addition to desired degree, 7 years related work experience.

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Additional Preferred Qualifications

• 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.

• 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.

Working Conditions

• Normal office environment with some travel, including overnight travel and site visits.

• Long periods of sitting and extended use of computer and telephone/cell phone or another PDA device.

• Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm.

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Travel Requirements

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

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