Products & Services Manager (Senior or Lead) - Residential DSM Programs
Duke Energy · St. Petersburg
Important Application Submission Information
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Summary
This role entails overseeing the management and operation of profit and loss (P&L) of specific products, programs, and services. Responsibilities include assisting in the development of programs using a portfolio approach to enhance customer satisfaction and profitability while minimizing overall costs.
The Products & Services Manager owns day-to-day and long-term management and operation of EnergyWise Home, Duke Energy Florida's residential demand response (DR) program, and its multi-year switch modernization effort. DR programs help keep the electric grid reliable and affordable by temporarily reducing customer energy use during periods of peak demand or system emergencies, lowering the need to build or run costly peaking generation.
Through EnergyWise Home, participating customers allow Duke Energy to briefly cycle select home equipment, such as central air conditioning, electric heating, water heaters, and pool pumps, using a load control switch installed at the home, in exchange for monthly bill credits. The modernization effort replaces legacy one-way load control switches with two-way cellular technology to improve program reliability and load reduction during peak and emergency conditions.
This role develops and manages integrated program plans, including financial planning (P&L, capital and O&M), annual replacement scope, timelines, milestones, and resource needs. The position coordinates contractors, technology vendors, internal operations, IT, finance, and regulatory partners so that customer outreach, scheduling, field installation, and enrollment work together. It is also responsible for identifying and managing program dependencies, risks, and critical path activities to keep the program on schedule, on budget, and in compliance.
Responsibilities
Program & Switch Modernization Management
- Define program scope, goals, and deliverables for EnergyWise Home and the switch modernization program in collaboration with management and stakeholders.
- Develop and maintain the multi-year replacement plan and 5-year business plans, including annual scope, capital and O&M forecasts, and monthly actuals-versus-forecast reviews, aligned with portfolio objectives and organizational strategy.
- Manage installation contractors and technology vendors, including statements of work, pricing, technician staffing ramp-up, performance metrics, and invoice review.
- Oversee the end-to-end customer replacement process, including outreach campaigns, the customer-facing scheduling tool, field service requests, and enrollment/unenrollment processing.
- Monitor program progress, device performance, and installation results, identifying and resolving issues or roadblocks.
- Promote a culture of continuous improvement, automation, and data-driven decision-making across program operations.
Stakeholder, Risk & Compliance Management
- Facilitate stakeholder meetings, leadership updates and prepare governance and estimate materials to maintain alignment and address concerns.
- Coordinate with IT, Finance, Customer Operations, Marketing, Legal, and Regulatory teams on system changes, cost recovery, and regulatory reporting.
- Conduct peer review of program data and results for regulatory filings, audits, and jurisdictional presentations.
- Make sure customer communications and outreach channels comply with applicable regulations and company policy.
- Identify risks and implement strategies to mitigate potential impacts on program delivery, customer experience, and demand response availability.
Operations Support & Continuous Improvement
- Provide guidance and direction to cross-functional team members, field advisors, and contractors supporting the program (no direct reports).
- Analyze operational data (device testing results, installation metrics, scheduling performance) to prioritize replacement scope and improve outcomes.
- Ensure program documentation, procedures, and operating manuals are current, organized, and accessible.
- Conduct post-program and annual reviews to capture lessons learned and apply them to future replacement years.
Basic/Required Qualifications
*Note: This posting is for one open position. Dependent on relative experience, the level to which a candidate is aligned is outlined below.
Senior Products & Services Manager
- A Bachelor’s degree in Business, Finance, Engineering, or other related degree and a minimum of 3 years of related work experience or
- An Associate’s degree and a minimum of 5 years of related work experience or
- A High School Diploma/GED and a minimum of 7 years of related work experience
Lead Products & Services Manager
- A Bachelor’s degree in Business, Finance, Engineering, or other related degree and a minimum of 5 years of related work experience or
- An Associate’s degree and a minimum of 7 years of related work experience or
- A High School Diploma/GED and a minimum of 9 years of related work experience
Additional Preferred Qualifications
- Masters Degree in business, Finance, Engineering or equivalent.
- Proven financial and business acumen, including capital project planning, forecasting, and budget management
- Experience with demand response, load management, or utility customer programs
- Familiarity with customer, billing, and work-management systems, system integrations, and vendor-hosted platforms
- Analytics capability/ proven ability to analyze operational and market data (e.g., Excel, Power BI, SQL) to develop successful customer and product strategies and plans
- Demonstrated experience in change management, process integration and implementation
- Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills, excellent leadership skills and good facilitation skills at all levels
Working Conditions
- Primarily office-based in St. Petersburg, FL, with periodic travel to customer premises, warehouse facilities, and contractor sites across the Duke Energy Florida service territory.
- May require support during demand response events or emergency conditions outside normal business hours.
- Hybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees must live within a reasonable commute to their designated Duke Energy facility, not greater than 50 miles one way. Employees are expected to report to their assigned Duke Energy facility as required and directed by their manager, on average 3 full workdays per regular workweek.
Travel Requirements
5-15%