Duke Energy Director Products & Services in United States
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Oversee the design, implementation, operation and management of products and services that include, but are not limited to, energy efficiency programs, billing programs, customer service offerings, rates, riders and delivery services, in addition to other value-added services across all jurisdictions. Includes the development of a bundling of products and services to meet the evolving needs and expectations of customers to drive increased customer satisfaction. Responsibilities include managing the Profit & Loss statements for the organization to maximize value creation for customers and for the company. The primary target market for these products and services are Duke Energy’s regulated customers, but can also include customers outside of Duke Energy’s footprint. The department is responsible for contributing over $200 million in EBIT to the company. Position requires the development of Expert Witness testimony in support of rate cases and filings across 6 states and 8 operating companies, and representing Duke Energy in external forums at both a regional and national level. Total combined O&M budget managed is in excess of $250 million. Below are summaries of the current positions covered by this Job Title:
Director – Products & Services (Business Markets) Through direct and indirect management of at least 15 employees and contractors, is responsible for the design, implementation, operation and management of products and services to serve the needs of Duke Energy’s approximately 1 million commercial and industrial accounts. Responsible for providing Expert Witness testimony in support of rate cases and filings across all jurisdictions. Negotiates and maintains contractual relationships with vendors providing services on behalf of Duke Energy. Ensures compliance with all laws and regulations for direct employees and for contracted workers.
Portfolio (Energy Efficiency) Leadership• Lead group that manages a profitable product & service portfolio in collaboration with key internal stakeholders, customers, regulators and vendors to create alliances and execute successful customer initiatives.• Standardize portfolio across all jurisdictions where feasible• Balance regulatory and non-utility product opportunities in each jurisdiction• Accountable for meeting P&L, financial growth, customer satisfaction and regulatory objectives for product & service portfolio• Develop, communicate and execute long-term/ annual product plans, market and segment plans to deliver financial results in total and for each state market. Deliver plans within capital and O&M budget. Lead internal teams to achieve annual goals• Develop team members by utilizing personal development planning tools and position team and individuals for growth opportunities and special assignments• Provides direction to Portfolio Manager team members to achieve financial growth, customer satisfaction goals and earnings growth targets• Responsible for Duke Energy revenues of $138 million annually• Develops portfolio budget to achieve objectives and manages O&M million budget• Represents company as Duke Energy executive in addressing elevated customer complaint resolution, disputes, and other customer requests around Energy Efficiency, often at the executive level within customer organizations• Continually reviews work processes within the portfolio and takes action for improvement• Contribute to recognition of Duke Energy as a national leader in Energy Efficiency.
Portfolio (Energy Efficiency) Management• Develop product and service enhancements to improve market effectiveness and work with Product Development on new program initiatives. Provide support and expertise to development of new products and services for customers. Support may include coordination with Smart Grid or other organizations. Includes giving direction to others to ensure that customer needs are satisfied and products meet financial goals.• Identify and facilitate needed improvements, develop and implement promotional strategies and expand offers in all service states.• Identify new product opportunities and exit strategies for non-performing/underperforming products.• Product Mix Set objectives, and execute or adjust strategies and plans for product development, and optimal product mix and promotion.• Develop and implement campaigns for the Energy Efficiency Programs when approved. Measure and report on performance.• Investigate and pilot new technologies, delivery channels and product extensions• Lead Management Capture and ensure follow-up on leads generated by campaign initiatives, events, communications, Account Plans and Facility Assessments.• Convenient Customer Channels Develop and execute initiatives to improve the effectiveness of our customer channels including the call center, online services and direct to customer approaches to offer customers lower cost, more convenient service channels. Measure and demonstrate results.• Focus 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.• Campaigns Provide timely and relevant Price / Value / Efficiency campaigns and communications. Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction.
Direct development of performance goals and tracking systems to monitor portfolio analytics, customer satisfaction and earnings growth goals.• Customer Satisfaction Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets.
Represent Duke and program promotion externally in public forums, workshops, state regulatory collaboratives, industry forums, etc.• EE Awareness Evaluate opportunities and execute public relations and promotional initiatives to increase Duke Energy brand awareness and Energy Efficiency advocacy• Serves as Duke Energy executive on industry local, regional and national boards and forums• Form strategic partnerships with industry groups, community leaders and product vendors to support development and demonstration of the Energy Efficiency strategy, products and services.• Maintain awareness of legislative and regulatory activities.
Integrate with Strategy, Regulatory, Communications and other internal company groups to ensure products and services align with and enhance corporate strategy• Stay current with corporate strategies and investments• Maintain in-depth knowledge of operating company strategies and business plans, along with regulatory requirements of each state.• Use new technical platforms for product and service offerings where feasible• Maintain awareness of legislative and regulatory activities.
• Bachelor's degree in Marketing or• Bachelor's degree in Business Administration or• Bachelor's degree in Engineering• In addition to required degree, 7 plus years related work experience• In lieu of Bachelors degree(s) AND 7 plus year(s) related work experience listed above, High School/GED AND 10 plus year(s) related work experience
• Master's degree in Business Administration or• Master's degree• In addition to desired degree, 10 plus years related work experience
Additional Preferred Qualifications
Knowledgeable and experienced in marketing processes: planning, product development, product management, and communications
Understanding of market research techniques and tools
Marketing communication and promotional experience
Plan and implement systems to perform the work and fulfill the mission and goals of the department efficienctly and effectively
Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency and output
Communicate regularly with other managers, directors, managing directors, vice president, senior vice president, and other designated contacts within the organization
Requires the ability to read, analyze and interpret documents, including technical accounting procedures and government regulations
Requires a working knowledge of data analysis and performance/operation metrics
Demonstrated history and experience directly managing people, including: hiring, conducting performance evaluations
Strong leadership skills; able to prioritize, delegate tasks, and make sound decisions quickly while maintaining a focus on the bottom line
Demonstrated experience managing the overall operational, budgetary, and financial responsibilities and activities of a department/organization
Relocation Assistance Provided (as applicable) No
Represented/Union Position No
Visa Sponsored Position No
Posting Expiration Date
Monday, January 31, 2022
All job postings expire at 12:01 AM on the posting expiration date.
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
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We are one of the largest electric power holding companies in the United States, supplying and delivering electricity to approximately 7.4 million U.S. customers. We have approximately 52,700 megawatts of electric generating capacity in the Carolinas, the Midwest and Florida – and natural gas distribution services serving more than 1.5 million customers in Ohio, Kentucky, Tennessee and the Carolinas. Our commercial and international businesses own and operate diverse power generation assets in North America and Latin America, including a portfolio of renewable energy assets.
Regardless of your skill set or specific interest, we're looking for the best and brightest talent in the industry. Our people make us great - and we're always looking for more. Find your career path today at Duke Energy, where it's more than a career - it's a chance to make a difference in people's lives.
Brighter opportunities. Brighter futures. Duke Energy values ideas that come from a diverse and inclusive workforce, and we’re dedicated to providing a work environment where all people are valued, respected and able to reach their full potential. Duke Energy is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, childbirth or related medical conditions, including but not limited to lactation, religion, national origin, ancestry, ethnicity, citizenship, sexual orientation, gender identity, gender expression, age, marital status, physical or mental disability, genetic information, medical condition, military status, or protected veteran status. Duke Energy complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination.
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