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This position is responsible for the management of products and service delivery and associated operations for all residential non-regulated products across all jurisdictions. Includes development of a portfolio approach to drive customer satisfaction and profitability while minimizing service delivery costs, including specific service level targets and P&L responsibility. These programs and services target Duke’s residential customer base and generate revenue of ~ $90 million across six states of Duke’s service territories and two states of Piedmont Natural Gas service territories. This organization has ~8 full-time employees and is responsible for the technical support of more than 200k residential service requests dispatched to ~150 vendor service contractors and ~500 vendor technicians located geographically across the Eastern portion of the United States. This position is responsible for the development of the departments field operations support including all customer and contractor escalations, jurisdictional compliance for all internally managed services and all compliance that supports this activity. This position is also responsible for the development of new processes for all non-native, Duke and Piedmont service territories.
Manage overall performance and accountability for Residential Solutions Field Operations Department
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 processes for all residential programs across all jurisdictions where feasible.
Accountable for meeting Safety, P&L, financial growth, customer satisfaction and growth objectives for product & service portfolio.
Develop, communicate and execute long-term/annual product field operations plans to deliver financial results in total and for each jurisdictional market. Deliver plans within O&M budget. Lead internal teams to achieve annual goals of Residential Solutions.
Develop team members by utilizing personal development planning tools and position team and individuals for growth opportunities and special assignments.
Provides direction to two business units and 12-18 product lines to achieve financial growth, customer satisfaction goals and earnings growth targets.
Develops portfolio budget to achieve objectives and manages $20 million budget.
Represents company as Duke Energy leader in addressing elevated customer complaint resolution, disputes, and other customer requests around non-public utility operations from the Residential Solutions group, often at an 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 the home services industry.
Portfolio (Residential Solutions) Management
Support may include coordination with Energy Efficiency, Energy Services, Demand Response 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 for service contractors and customers, develop and implement service contractor related 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 program service delivery, and optimal product mix and promotion.
Develop and implement campaigns for the Residential Solutions group when approved. Measure and report on performance.
Investigate and pilot new programs and technologies, delivery channels, and product extensions.
Direct development of performance goals and tracking systems to monitor portfolio analytics, contractor performance, customer satisfaction and earnings growth goals
Safety: Develop, communicate, and execute safety plans to meet Duke Energy safety goals and objectives.
Customer Satisfaction: Develop, communicate, execute and adjust plans to achieve satisfaction targets.
Financial Performance: Track, Communicate and execute Residential Solutions financial goals and objectives.
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 that impact our portfolio.
Plan and implement systems to perform the work and fulfill the mission and goals of the department efficiently 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, and other designated contacts within the organization.
Bachelors Degree in Engineering, Marketing, Business Administration or related degree and five (5) years related work experience
OR High School/GED degree and twelve (12) years related work experience
Possess one of the following:
Currently hold all necessary pre-exam qualifications for either North Carolina, South Carolina or Florida Certified General Contractor license.
Currently hold all necessary pre-exam qualifications from a state with a reciprocity agreement with either North Carolina, South Carolina or Florida for Certified General Contractor license.
Currently hold an active General Contractor license for either North Carolina, South Carolina or Florida.
Currently hold a Certified General Contractors license from a state with a reciprocity agreement with either North Carolina, South Carolina or Florida.
Currently hold an inactive General Contractors license for either North Carolina, South Carolina or Florida which is qualified for activation.
Currently hold an inactive General Contractors license from a state with a reciprocity agreement with either North Carolina, South Carolina or Florida.
Ability to read, analyze and interpret documents, including technical accounting procedures, government regulations and contractor agreements
Working knowledge of data analysis and performance/operation metrics
Demonstrated history and experience directly managing people, including: hiring, training and 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
Currently hold an active General Contractors license for either North Carolina, South Carolina or Florida
MBA or other related advanced degree
Knowledgeable and experienced in marketing processes: planning, product development, product management, and communications
Understanding of market research techniques and tools
9+ years experience in product development, construction management, home services industry, or product management
Excellent oral and written communication skills
Field Mobility Classification – Work will be performed in various field locations, as needed, after the onboarding period. However, field employees are required to live within a reasonable daily commute to their assigned work location.
Work location options available in Florida, North and South Carolina.
Relocation Assistance Provided (as applicable)
Visa Sponsored Position
Posting Expiration Date
Tuesday, November 28, 2023
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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