Customer Programs & Products Manager_UIL

Job Title: Customer Programs & Products Manager _UIL

Department:  Customer Service

Reports to: Manager - Conservation & Load Mgmt
Location: In Office, Orange CT

The base salary range for this position is dependent upon experience and location, ranging from: $103,939.20 - $129,924

Job Summary

This position, in the Customer Programs and Products group, manages the development, implementation and operational requirements of new and established program and product offerings for the Avangrid networks companies to meet or exceed growth, revenue and/or regulatory objectives. This is accomplished through superior collaboration with program implementation vendors and internal business areas, including, but not limited to, marketing, sales, regulatory, legal, procurement, engineering, operations and senior management. Success also requires an understanding of local/state/federal codes and policies and the ability to influence utility regulators.

Key Responsibilities

• Existing Programs/Products Offerings - responsible for achieving growth, savings and profitability targets for existing program and product offerings through management activities which include:

  • Developing and implementing comprehensive program/product plans through collaboration with key stakeholders.

  • Responsibility for budget development, monitoring and variance reporting.

  • Provide direction and guidance on tasks performed and completed by program/product support personnel including the Energy Specialists and Administrators

  • Oversight of all aspects of vendor related services including initiating and advancing the procurement process, managing vendor activities, reporting and budgeting.

  • Ensuring processes are efficient while meeting quality assurance standards and complying with regulatory requirements.

  • Delivery of outstanding customer service by ensuring programs meet customer expectations and issues are resolved in a timely manner.

  • Required internal and external reporting.

  • (40%, P)

• New Programs/Products Offerings # responsible for the development and implementation of new and innovative offerings that meet customer needs while providing opportunities for AVANGRID. This is accomplished through:

  • Developing detailed and comprehensive proposals for recommended offerings through a knowledge of energy and equipment technologies and understanding of customer needs.

  • Implementation of approved new offerings to achieve critical success factors.

  • Provide direction and guidance on tasks performed and completed by program/product support personnel. (20%, P)

• Serve as company liaison for program/product initiatives with utility regulators, municipal leaders, industry peers, equipment manufacturers and trade allies to advance initiatives for the benefit of AVANGRID and customers. This involves active participation in industry/regulatory technical and policy working groups and presenting at municipal and industry workshops and/or conferences. (10%, P)

• Responsible for timely and successful resolution of customer issues related to program and product offerings through collaboration with key internal and external stakeholders. (10%, S)

• Proactively manage relationships and work collaboratively with the gas sales and products group, conservation and load management, key account and economic development teams to support achievement of AVANGRID and regulatory targets in these business areas. (10%, S)

• Identify and initiate process improvement through research, planning, change management and training activities to gain efficiencies which increase customer satisfaction, reduce costs and increase profitability. (10%, S)

• Financial Responsibility:

  • Approximate Budget Responsibility 1 $5,000,000

  • Develop Budget: 1 $5,000,000

  • Manage Spending: 1 $5,000,000

  • Create Revenue Enhancements: 1 $1,000,000

Required Qualifications

• Education & Experience Required:

  • Bachelor’s Degree with a minimum of 5-7 years relevant experience in managing complex, technical programs or projects.

  • Master’s Degree preferred.

  • Electric & gas utility industry knowledge is preferred.

  • Utility tariff & rate knowledge is preferred.

  • Knowledge in the areas of utility related electric & gas technologies and end use customer equipment is preferred (i.e. utility and customer lighting, HVAC equipment, distributed generation, etc.).

  • Knowledge in the areas of energy markets structures, state and federal energy law