Senior Products and Services Manager - Communication and Training

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Position Summary

This position is responsible for overseeing the management and operations of Residential Home Protection P&L driven plans and services. These services are offered in regions of the regulated and non-regulated footprint. Normal responsibilities include the development of products for a portfolio aimed at driving customer satisfaction and profitability. This position collaborates with cross functional teams and provides leadership and guidance to others without having formal management or supervision responsibilities. Senior 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. The position will work closely with internal and external teams to successfully manage communication and training to support long-term growth.

Responsibilities

Design, Manage, and Implement Training/Communication Strategies

• Manage the team's capacity based on a comprehensive calendar of resource demands including learning grids by department, programmatic plans, project dates, communication objectives, rhythms by channel, and organizational marketing / communication rhythms.

• Manage the execution of processes necessary to deliver a multi-faceted learning model across multiple channels, various business groups in varied delivery form and format as necessitated by the target audience.

• Supply leadership team with a capacity calendar identifying key deliverables by department, by channel, by position and all necessary communication rhythms.

• Manage the talent system by providing role clarity, actively coaching performance, plan transition of necessary skills, build critical competencies, and outline a learning and development path by position and individual team member.

Provide Support and Communication to Leadership

• Communicate capacity to leaders and team members in a timely manner to ensure alignment.

• Teach / drive integration of core disciplines within the business group.

• Actively teach processes necessary to support virtuous teaching cycle.

• Communicate best practices to support long-term organizational learning.

• Support RS team with:

• Impact to customer

• Consistent integration

• Drive and teach customer perspective

• Drive impact to profitability and improved effectiveness

• Partner with RS group leaders by providing learning perspective/advice regarding a group's learning requirements, related learning plan, learning grid by position, manager best practices, key metrics/measurements, and applicable communication / cascade plans.

• Work in conjunction with other team members to gain the internal customer perspective.

• To have a POV and educate, model and reinforce the adult learning process.

Communication & Relationships

• Develop a communication cadence to address the various constituencies within the RS community, including but not limited to: Internal/external centers, enrollment center, ELT, department supervisors, and line level staff.

• Partner with RS leaders to maintain a SharePoint Site, which serves as repository for specific learning materials, promotions, consumer responses, results, sales tips, overall best practices, and current information regarding RS products/services,

• Share information for Supervisor Communications like Top Sellers, Supervisor Rankings. Coordinate and Plan Feedback on promotions, flyers, articles, etc. with RS management.

• Maintain awareness of legislative and regulatory activities creating targeted training when appropriate.

• Develop and implement supplemental training to support RS programs within Enrollment Center and CCO organizations.

• Supply subject matter expertise for the CCO design developers creating residential solutions training materials.

Change Management

• Drive the rhythms and inputs necessary to establish and maintain execution of designed learning.

• Participate in activities around the development of business plans and channel strategies.

• Partner with RS leadership team to create a holistic operational / promotional/ communication plan.

Basic/Required Qualifications

• Bachelor's degree in Business, Finance, Engineering, Marketing or related degree and 3+ years work related experience OR

• High School/GED degree and 10+ years work related experience in lieu of a degree.

Desired Experience

• MBA or other advanced business or marketing related education.

• Accomplished at conceptualizing and creating creative, professional communications and presentations that are presented to business partners, clients or Executive Management.

• Proven ability to translate concepts and information into clear, concise, and inventive images.

• Proven experience managing project schedules, priorities, and deadlines.

• Familiarity with testing processes using Report Manager, Soap UI, ETL and OLAP a plus.

• Experience communicating professionally with customers, internal and external business partners, and/or business clients.

• Demonstrated ability to clearly present an idea or concept and receive constructive feedback.

• Specializes in typography, illustration, conceptual thinking, layout, and attention to detail a plus.

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 other PDA device.

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

• Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility.

Travel Requirements

Posting Expiration Date

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

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