Senior Prototype Manager

Responsibilities

Serving as the primary point of contact from the Customer Prototype Lab to the product, service and technology project team requiring prototype support.

Delivering the planning, design, build and support required for assigned prototypes. Includes the scoping and planning of project charters and work plans;

the conducting of prototype status meetings, managing scope changes and completing project close outs.

Conceptualizing new or abstract market approaches and determining how to test directly with customers.

Leading a cross functional team to develop and deliver prototype requirements which include process design, customer communication and acquisition, tracking and reporting findings.

internal communications and training.

Assigning work plan tasks and associated action items to the cross functional prototype team. Includes prioritizing work plan tasks and / or assigned action items in order to complete project on time

Preparing thorough and accurate technical and business management reports, effective correspondence, accurate documentation and well-maintained records.

Actively managing project risks.

Collaborating to launch customer communications and overall processes required to deliver the prototype from beginning to end.

Ensuring the assigned team has the appropriate training required to deliver and support the prototype

Managing the relationship with prototype team, the core team and key stakeholders

Developing success metrics and service level agreements.

Outlining the requirements for the Prototype Analysts so that the custom application required to track and support the prototype can be designed and built

Outlining the requirements for the Prototype Specialists so that the training materials and associated processes can be designed to support delivery of the customer experience required by the prototype

Support the delivery of the specified customer experience by collaborating with the team’s front-line employees, the Prototype Specialists, to ensure test requirements are met, to identify areas to improve the customer experience and to communicate voice of the customer insights.

Motivates prototype team to meet goals and objectives of the project (includes sales goals, customer signups, scheduling deadlines, service levels, etc.).

Identifies and resolves escalated customer support issues.

Collaborates with team to estimate short- and long-term resource forecasting.

Manages the day-to-day relationship with prototype vendors (product providers, installation vendors, third parties, etc.

and provides feedback on vendor performance to internal clients.

Conducts quality control ensuring requirements are delivered.

Provides technical expertise and business process guidance in the identification, analysis and resolution of problems and the advancement of opportunities.

Delivering Insights and recommendations -

Collaborating with the team to interpret data, research (quantitative and qualitative) and insights in order to make effective recommendations to internal clients.

Includes communicating the voice of the customer.

Conducting regular lessons learned sessions and identifying areas to improve.

Providing insights and feedback regarding customer management costs (monetary and time).

Producing learnings reports outlining key activities, accomplishments and findings to date on assigned prototypes.

Coordinating the transition of the prototype to operations when the product, service or technology is ready for commercialization.

Continuously Improve how we operate -

Continually improving job-related, technical, and professional knowledge, skills and performance.

Making recommendations for operational excellence-type improvements as well as leading initiatives to deliver improvements that ensure the next prototype will be done better, faster and cheaper.

Taking personal accountability, actively caring and being rigorous with hazard recognition in order to put Safety First so the team is accident free.

Exemplifying what it means to be a Duke Energy employee (Values of Safety, Integrity & Service and adherence to Policies & Guidelines).

Collaborating with the team to interpret data, research (quantitative and qualitative) and insights in order to make effective recommendations to internal clients.

Includes communicating the voice of the customer.

Conducting regular lessons learned sessions and identifying areas to improve.

Providing insights and feedback regarding customer management costs (monetary and time).

Producing learnings reports outlining key activities, accomplishments and findings to date on assigned prototypes.

Coordinating the transition of the prototype to operations when the product, service or technology is ready for commercialization.

Continually improving job-related, technical, and professional knowledge, skills and performance.

Making recommendations for operational excellence-type improvements as well as leading initiatives to deliver improvements that ensure the next prototype will be done better, faster and cheaper.

Taking personal accountability, actively caring and being rigorous with hazard recognition in order to put Safety First so the team is accident free.

Exemplifying what it means to be a Duke Energy employee (Values of Safety, Integrity & Service and adherence to Policies & Guidelines).

Required / Basic Qualifications :

Bachelor's degree in engineering, Business or Marketing

In addition to required degree, five (5) years minimum of related work experience

In lieu of bachelor's degree AND five (5) years minimum of related work experience listed above, high school diploma / GED AND ten (10) years minimum related work experience

Desired Qualifications :

Master's degree in project management, Business or Business Administration, Customer Relation Management, or Marketing.

In addition to desired degree, seven (7) years minimum of related work experience.

Six Sigma and / or Project Management Professional.

Demonstrated project management skills and experience.

Demonstrated ability to meet deadlines and keep projects on track.

Demonstrated ability to effectively manage multiple projects, tasks and issues simultaneously with a strong emphasis on attention to detail and meeting deadlines.

Demonstrated experience leading & motivating cross functional teams and achieving results in a matrixed organization.

Demonstrated experience in product management, product development, marketing management, customer experience, service and / or sales experience.

Demonstrated experience in process development, process implementation and process management experience.

Demonstrated ability to interpret data, research and insights to make effective recommendations which results in the implementation of improvements

Demonstrated consulting skills and abilities including conflict resolution skills. Recognizes problems and takes action.

Approaches problems in a systematic manner.

Proven track record of building positive customer relationships.

Takes ownership of customer issues and problems until resolved.

Proficient with Microsoft Office products (like Word, Excel, Access, PowerPoint, SharePoint, Visio, Project, etc.)

Sales or customer service relationship experience within energy utility or energy services industry. Includes working knowledge of applicable laws and regulations.

Examples : Customer Service, Account Management and / or Sales

Demonstrated technical knowledge and / or ability in implementing energy efficiency improvements with customers (Includes residential and / or commercial building sciences knowledge including HVAC and related controls).

Demonstrated technical knowledge and / or ability working with electrical systems, basic internet systems / connectivity, electric vehicles / electric vehicle charging, renewables and other distributed generation.

Demonstrated capability in negotiating, including listening and assimilating information from others, identifying various potential outcomes and consequences, presenting persuasive arguments and winning concessions while maintaining relationships.

Experienced with various market research methods including statistical analysis.

Experience administering quality control programs.

Excellent time management and organizational skills.

Proven self-starter, results-oriented, requiring minimal supervision to take charge and get things done.

Entrepreneurial spirit. Resourceful and versatile in responding to new opportunities or changing demands. Performs effectively in first-time situations.

Open to change and new ways of working. Brings new ideas and best practices to improve performance and productivity.

Excellent oral and written communication skills. Interacts effectively.

Expresses self clearly, concisely and in a compelling manner to energize individuals or groups and drive their engagement.

Establishes connection by being fully attentive, truly listening, asking questions, showing interest, curiosity and caring.

Additional Considerations

To perform this job, there is frequent interaction with others in the following positions at external companies, regulatory agencies or other organizations :

Various vendors of products and / or services being evaluated or prototyped as potential new products, services or technologies offered or leveraged by Duke Energy.

Additionally, there is also a matrix / dotted line working relationship with others in the following positions at Duke Energy :

Solutions Developer / Product Manager - Develops product / service / technology / customer experience (product strategy, how it is presented to the customer, eligibility requirements, service level requirements, etc.)

Project Manager - Oversees overall product / service / technology development project

Marketing Communications -Develop customer acquisition and on boarding approach and provide appropriate customer communication for customer acquisition and on boarding

Insight Manager / Market Researcher - develop measurement and feedback plans as well as assist with target customer list creation;

Develop insights, research and structured feedback; key partner for Lessons Learned process

Customer Prototype Lab’s Prototype Specialists - Assess, design, build and deliver the necessary processes to support the customer acquisition, scheduling / set up and ongoing customer support (Includes training development, internal communication coordination, vendor communication coordination, etc.)

Customer Prototype Lab’s Prototype Analysts - Assess, design and coordinate the build of the necessary systems required to support project and to produce necessary analysis and reporting

Subject Matter Experts

Customer Care Operations liaison / process liaison - responsible for ensuring customer facing employees are aware and know how to handle customer inquiries

Revenue Services (Billing, Payment, Credit, Collections, etc.)

Front Line employee training responsible for preparing training materials and training schedules / work force management when

Data Analytics responsible for generating Customer Lists

Regulatory accountable for obtaining regulatory rulings / approval

Legal accountable for customer agreements and other legal documentation about the participation

Working Conditions

Experienced working successfully with a team in multiple work locations. Includes flexibility to travel up to 6 times per year.

Virtual mobility classification - 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

5-15%

Relocation Assistance Provided (as applicable)

Represented / Union Position

Visa Sponsored Position

Posting Expiration Date

Wednesday, October 30, 2024

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