Customer Programs & Products Manager

Job Title: Customer Programs & Products Manager

In office Location: Kirkwood, NY

Reports to: Manager Delivery Programs & Projects

The base salary range for this position is dependent upon experience and location, ranging from: $94,490 - $118,133

Job Summary

This position, in the Customer Programs and Products group, manages the development, implementation and operational requirements of new and established programs and product offerings for the Avangrid networks companies specifically NYSEG and RGE to meet or exceed compliance, 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.

• 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:

  • Develop detailed and comprehensive proposals for recommended offerings through a knowledge of energy, and equipment technologies and an 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.

• 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.

• Responsible for timely and successful resolution of customer issues related to program and product offerings through collaboration with key internal and external stakeholders.

• 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.

• 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.

• Gathers, extracts, manipulates, analyzes, and models data using analytical and statistical methods to assist with current and future planning decisions. Conducts research, evaluation, and analysis of relevant databases to find consistencies in energy usage that can be used to develop new programs, market new or existing programs and generate leads. Performs analyses and prepares forecasts and recommendations in the areas of product preferences, coverage, market penetration, market practices and sales trends. Works with marketing and program delivery team to monitor the effectiveness of marketing and outreach campaigns and makes recommendations to improve their impact. Effectively communicates trends, patterns, and predictions using relevant data to peers, senior management, and regulatory. Identifies new sources of data and methods to improve data collection, analysis, and reporting. Researches and recommends new business opportunities and appropriate market segments to target. Mining data from primary and secondary sources to reorganize data to be easily read and interpreted by peers and senior management. Proactively manages relationships and works 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.

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, or sustainability experience preferred.

• Knowledge in the areas of energy markets structures, state and federal energy law as and local regulations.

• Results-oriented with strong critical and creative thinking, decision-making, and problem-solving skills.

• Strong computer skills (Microsoft Office, SAP, etc.)

• Attention to detail with strong analytical and negotiating skills.

• Excellent communication and influencing skills with the ability to: Present complex, technical topics to internal and external audiences of various sizes and knowledge levels

• Writes proposals, reports, and other documents clearly and concisely to advance program initiatives from a business and regulatory perspective

• Read and interpret tariffs, regulatory orders, federal/local regulations, and reports

• Strong cross-functional team skills, desire to serve co-workers and provide customers with excellent service.

• Proven ability to work independently and at all levels of the organization.

• Ability to travel as needed (approximately 10% of time)

Preferred Qualifications

• Candidate is a Certified Energy Manager, LEED AP, or Certified Lighting Efficiency Professional is preferred but not required.

• Experience managing energy efficiency programs, products, or projects preferred but not required.

• Electric & gas utility industry knowledge is preferred.

• Utility tariff & rate knowledge is preferred.

• Knowledge of utility-related electric and gas technologies and end-use customer equipment (e.g., utility and customer lighting, HVAC equipment, distributed generation, etc.) is preferred.

• Empower to grow

• Collaborate and Share

• Be a role model

• Focus to achieve results

• Be agile

• Technical Skills

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

#LI-CP1

Company:

NY STATE ELECTRIC & GAS CORP

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

Job Posting End Date:

May-29-2025