Products & Services Specialist

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This position is responsible for assisting with the management and operation of Duke Energy products, programs and services. This individual will represent Residential Solutions business unit with regard to program management, service offerings, and marketing by providing data insights, systems and process knowledge, and communicating performance in all managed services. This role is responsible for analyzing, reporting, documenting and presenting for management reviews business results.

This position creates marketing sales and campaign reporting to support the formulation of promotional strategies and drive program growth in all channels. Their analytic activities will serve to inform segment nuances and assist targeting VPE to improve portfolio participation within each viable segment. They will work cross functionally to coordinate all necessary collateral associated with each promotion, program, or product.

This position has a working knowledge of all Residential Solutions programs/products including system processes, fulfillment options (service / installation), and invoicing. This position assists with training on new processes and procedures that effectively leads the team through process and policy changes with new initiatives. This position occasionally serves as liaison with internal and external partners.

Responsibilities

Projects/Reporting

• Design diagnostic tools and reports for d deeper understanding of performance and financial impact
• Contribute information & ideas for product/program/service plans designed to deliver expected financial results within budget guidelines.
• Develop stakeholder relationships (vendor, market insights, campaign management, Finance, regulatory, Program Performance) that support program plans and performance initiatives.
• Recommend improvements or tests which improve customer response rates, lower acquisition expense, and reduce loss cost.
• Coordinate and track proper follow up on system defects.
• Provide input to product/program/services support teams for operational improvements

Operations

• Develop, manage and maintain program documentation of financial performance.
• Validate and support processes for invoicing
• Assist with requesting and obtaining permissions and authorizations (systems, reports, SharePoint).
• Work with internal and external stakeholders to coordinate events and activities.
• Support and deliver presentations to various audiences.
• Create reports to analyze KPI information, prepare a summary of findings that lead to actionable improvement recommendations.
• Coordinate training for internal and external stakeholders.
• Administer contract terms and track compliance.
• Audit to call recordings to ensure compliance with customer interaction.
• Interface with stake holders to obtain and report customer satisfaction results.
• Provide draft accrual submission

Administration

• Understand and monitor issues impacting assigned programs including items like financial challenges, regulatory constraints, code & standard modifications, technology and environmental standards which impact offerings.
• Formulate recommendations to address negative impacts and deliver a compelling case for the proposed modifications.
• Evaluate program outreach/engagement strategies and results to develop future research improvement initiatives.

Basic/Required Responsibilities

• Bachelor's degree in Business, Finance, Marketing or Engineering or other related field
• In lieu of required degree, High school/GED and five plus years work related experience

Desired Qualifications

• Bachelors degree and one year relevant 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
• 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
• 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.

Working Conditions

• Hybrid Mobility Classification - Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable daily commute to a Duke Energy facility.
• 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 other PDA device.
• Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm

#LI-RB1

#hybrid

Travel Requirements
5-15%

Relocation Assistance Provided (as applicable)
No

Represented/Union Position
No

Visa Sponsored Position
No

Posting Expiration Date
Tuesday, July 5, 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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