Product Manager, Home Energy Consultation

Job Description

The Product Manager leads and champions product and service management and business planning. The self-motivated individual will oversee the successful operation, growth, and continuous improvement of energy efficiency programs within Residential Energy Management and Small/Medium Commercial Rebates. Work includes cross department collaboration, managing program development timelines, budgets and resource allocations, and leading product launch coordination across multiple departments and challenges, developing KPIs, and operationalizing and managing the program.    

The Product Manager owns and is responsible for operating a program(s) and optimizing the residential energy efficiency portfolio end-to-end customer journey, by spearheading department-wide process improvements, procedural enhancements, standardization, and cross-functional planning and coordination efforts to drive operational excellence while also ensuring effective functioning and high levels of CSAT for the program(s) they directly manage. Also, this position leads in bringing new products to customers by developing and using other sources of insight on customer interests, preferences, and behaviors, as well as competitor’s offers.  It will require leading efforts across departments to support the business case, including data driven customer and market research, financial P&L forecasts, vendor development and negotiation, regulatory planning and support, and operational planning.  The Product Manager leads and synthesizes the efforts of multiple departments and leads presentation of new products for executive approvals.

Upholds the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities. Promotes and supports a culture of total safety. Demonstrates commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct.  Ensures duties are performed in accordance with all regulatory compliance obligations.

Job Responsibilities

• Responsible for overall success of program including growth, program cost, customer experience, and operations.
• Responsible to ensure initial launch targets are met by overseeing the outreach of internal and external facing customer teams.  
• Accountable for managing budgets.
• Responsible to set ongoing operational targets for program.
• Identifies customer challenges and industry best practices
• Oversees contractor and consultant work as needed, including negotiation of contractor deliverables and performance against those deliverables.
• Leads collaboration across internal departments to support cross-functional execution towards product goals or development of new goals program enhancements. Oversees progress towards program KPIs.
  
  • Assembles cross-functional teams, including data analytics, marketing, regulatory, IT, journey management, and customer support teams to develop metrics or identify plans to meet or exceed metrics
  • Works with data analysts, marketing, communications, rates and regulatory affairs, journey managers and IT resources as necessary to maintain and enhance the product operations and the customer experience
  • Manages regulatory and policy issues including reporting requirements.
• Develops and champions product concepts:  Identifies customer challenges and wants, current trends, other products in the marketplace.  
  • Anticipates future needs of customers.  
  • Develops and manages product roadmaps through regular engagement with external customer and industry stakeholders.  
  • Leads internal teams to bring product concept through internal and external approvals and to launch.  May continue to manage product after launch.
• Identifies market potential and pricing:  Leads cross-functional team to quantitatively test market for potential adoption of product concept.  
  • Identifies beneficial changes to product concept based on customer research.  
  • Leads effort to measure acceptable price point for product in marketplace.
• Leads operational planning, including vendor and partnership management:  Leads team to identify best means to deliver product to customers, including customer experience, sales process, technology requirements, personnel and equipment for operations and maintenance, mechanisms for delivery to customers, billing processes, and customer service.
  • Identifies, builds relationships with, and negotiates contracts with external partners or vendors as necessary to deliver all aspects of product.  
  • Establishes KPIs and reporting for performance of product line.
• Leads development of profit and loss statements and forecasts:  Based on quantified market research, discussions with potential vendors, and knowledge of PSE and other programs, leads development of detailed financial proformas to support internal executive or board approvals, corporate financial forecasts, or regulatory submittals.
• Market and sales planning:  Leads team to identify launch and follow-on customer segments, go-to-market strategy, advertising strategy, and set sales targets.
• Serves as the primary steward of the residential customer experience.
• Champions process optimization, standardization and procedural excellence.
• Orchestrates cross-functional collaboration and planning.
• Identifies and eliminates friction points in the customer journey.
• Performs other duties as assigned.

Minimum Qualifications

• Bachelor’s degree in business, marketing, finance, engineering or related field
• 7 years’ experience in leading/implementing complex multi-disciplined market/program/product analysis, research, evaluation, or product launch
• Proven ability to lead and influence cross-functional teams and stakeholders to deliver complex customer-facing products or projects

• Excellent organizational, analysis, and problem solving skills including applying analysis and statistical methods to study complex and unique business issues.

• Proven ability to lead or oversee financial modeling
• Proven ability to identify and use advanced customer and marketing analytics
• Proven project management skills
• Excellent written and oral communication skills
• Excellent organizational and interpersonal skills
• Ability to synthesize data and other information into clear, actionable deliverables
• Ability to build trust and value-based relationships with employees at all levels of internal and external organizations.
• Ability to effectively manage conflict
• Advanced skills in Excel, Word, PowerPoint, other presentation and analytical tools

Desired Qualifications

• MBA
• Experience in energy sector

Additional Information