Customer Programs & Products Manager

LOCATION: Binghamton or Rochester, NY

SALARY RANGE: The salary range is dependent on experience level ranging from $92,000 to $115,000.00

Job Summary

The position is responsible for developing and managing relationships with trade allies and contractors to promote and implement energy efficiency programs for NYEG and RGE electric and gas customer programs. The role requires a dynamic individual who can build and manage partnerships, provide technical support, and ensure high-quality service delivery.

The position will serve as company liaison for technical program/product initiatives with utility regulators, municipal leaders, industry peers, equipment manufacturers, program vendors, and trade allies to increase energy efficiency programs awareness and adaption. This involves active participation in industry/regulatory technical and policy working groups and presenting at municipal and industry workshops and/or conferences. The successful candidate will play a critical role in driving the adoption of energy-efficient solutions and building electrification, enhancing program vendors and customer satisfaction, and achieving the company’s energy efficiency goals.

Key Responsibilities

• Responsible for the development, enhancement, and maintenance of organizational relationships with HVAC, building envelope, water heating, and heat pump manufacturers, distributors, and contractors.
• Manage a robust network of qualified trade allies and contractors supporting the Energy Efficiency portfolio.
• Recruit, train, and support trade allies to ensure they are knowledgeable about the utility’s energy efficiency programs and standards.
• Foster strong relationships with trade allies to encourage their active participation in energy efficiency programs and encourage alignment where possible.
• Represent the utility at industry events, trade shows, and professional associations to promote energy efficiency programs and initiatives with the goal of driving energy efficiency incentive program performance, building rapport, and solidifying connection(s).
• Assist trade allies in navigating program requirements, application processes, and incentive structures.
• Serve as a go-to resource and conduit between Energy Efficiency program leads, Outreach, and Trade Ally Team.
• Delivery of outstanding customer service by ensuring programs meet customer expectations and issues are resolved in a timely manner.
• Track market activity and developments to develop in-depth knowledge and ability to accurately predict market activity.
• Contribute to and support outreach plans to trade allies and market actors for new programs (program launch) and existing programs.
• Analyze program-level participation statistics, market and economic data, and regulatory activity to determine segmentation potential and monitor performance trends.
• Contribute to the development of trade ally and market actor relationships – managing and building out best practice documentation relating to trade ally and market actor relationships.
• Develop familiarity with public data resources and finding relevancy to Energy Efficiency and building electrification strategic interests, and report development as appropriate.
• Implement quality assurance and quality control processes to ensure compliance with program requirements and industry standards across company and joint utilities.
• Review audits and inspections of completed projects to verify energy savings and program integrity.
• Provide technical support and guidance to ensure proper installation and implementation of energy-efficient and building electrification measures.
• Conduct regular site visits to monitor project progress, quality of work, and adherence to program standards.
• Familiarity with navigating government or utility energy efficiency and/or building electrification incentive programs. Preferred
• Experience working with and presenting to DPS staff and/or executive stakeholders. Preferred 
• Implementation of approved new offerings to achieve critical success factors.
• Provide direction and guidance on tasks performed and completed by program/product support personnel

Required Qualifications

• Bachelor’s Degree in engineering, business, sustainability, or related discipline from an ABET (or equivalent) accredited university/college and/or 2-5 years of related experience in utility customer-facing programs, regulatory, and sustainability experience preferred.
• Experience managing energy efficiency programs, products, or projects preferred but not required.
• Electric & gas utility industry knowledge is preferred.
• Knowledge of utility-related electric and gas technologies and end-use customer equipment (e.g., utility an