Senior Prototype Manager

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This position is a virtual mobility classification. Location is open to all Duke Energy service territory locations.

Position Summary:

Serve as a Senior Prototype Manager supporting Duke Energy's Customer Prototype Lab. The Lab was created to cost effectively test emerging products, services and technologies with customers to ensure Duke Energy is consistently delivering energy solutions customers' value while insulating operations from the impacts of assessing and testing. The Lab tests ideas with customers to help internal clients make informed decisions based on insights and incubates evolving customer programs not yet ready to scale. This position leads cross functional teams to develop and deliver prototypes/programs/pilots. The incumbent must be able to interpret and deliver the desired internal customer requirements with keen awareness of the end user's needs.

Responsibilities:

Delivering prototype management
•   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 Delivering the desired customer experience
•   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). 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). 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 . click apply for full job details