Job Details

Senior Manager Of Demand Response Products

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

This position can be filled in New Orleans, LA, The Woodlands, TX, or Little Rock, AR.

Job Summary/Purpose

The Senior Manager Of Demand Response Products leads a team driving the customer experience and adoption of demand response products approved by each operating company to all customer classes in that operating company. The team will be responsible for managing the performance and developing and executing strategies to expand and improve our demand response products. This role must work closely with regulatory services, operating companies, operations and IT to ensure that the work aligns with overarching strategies related to demand response.

The Senior Manager Of Demand Response Products will lead the development and implementation of product strategy and roadmaps, sales education, customer service, product management and support to drive adoption of the utilities' offerings.

Job Duties/Responsibilities

Product Strategy

• Maintain a command of Entergy and industry perspectives around demand response products, including needs, pain points, and preferences across targeted customers. Must identify and develop perspectives and business cases for the enterprise enablers required to implement and manage the product offerings. Use these insights to inform the development of product strategy and product roadmaps.
• Collaborate with the utility operating companies and cross-functional teams, including operations, regulatory, customer operations, marketing and IT, to create an overall product strategy and comprehensive product roadmap that aligns with the utility operating companies' business strategy. Ensure the product portfolio addresses insights from existing offerings, evolving customer demands and emerging industry trends.

Product Management

• Lead cross-functional product development teams to identify, evaluate, and select enterprise technologies and solutions to enable and/or add to the utility's product offering. Ensure these technology solutions and product evolutions address the needs and preferences of customers as well as syncing to and optimizing the Entergy delivery ecosystem.
• Establish robust product lifecycle management processes to continuously monitor the performance and customer satisfaction of the utility's demand response product offerings. Make data-driven decisions to recommend product changes based on customer demands and industry trends.
• Collaborate with the marketing team to develop comprehensive product information, training materials, and customer-facing resources to support the effective promotion of demand response products. Ensure all product claims, specifications, and customer-facing information are accurate and aligned with industry standards.
• Monitor and report on key performance indicators, such as volume, customer satisfaction, and operational efficiencies, to continuously improve the demand response product offerings.
• Manage the adoption forecasts, budgets and financial performance of the demand response product department.
• Own or oversee pilots and project execution and change management plans on product roadmap with cross-functional deliverables.

Product Sales and Services

• Develop and oversee the implementation of strategic sales and marketing plans to effectively promote the utility operating companies' demand response products and services offerings to target customer segments. This includes setting adoption targets, optimizing incentive structures, training and driving customer adoption through tailored engagement campaigns.
• Design and oversee the execution of targeted customer engagement programs to effectively promote the utilities' demand response product offerings and drive customer participation. This may include the use of marketing campaigns and customer education initiatives.
• Continuously monitor and analyze performance data, customer feedback, and market trends to identify opportunities for improvement and optimization of the customer engagement strategies. Leverage these insights to refine the customer engagement approach, training and enhance the customer experience.

Product Support and Operations

• Partner with Entergy operations organizations and the utility operating companies to align demand response with distributed energy resource management and energy efficiency programs of each utility operating company.
• Oversee the collaboration of the product teams, customer care, meter to cash, IT and operations teams to provide input on the technical requirements, performance, and compatibility of existing and new products being considered for the product portfolio.

Minimum Requirements

Minimum education required of the position

• Bachelor's degree in business, Engineering, Economics, Finance, Accounting, or related field or equivalent work experience.

Minimum experience required of the position

• Proven (typically 6+ years) progressive experience in customer service, operations, or other related roles.
• Experience in leading and developing people.

Minimum knowledge, skills and abilities required of the position

• Technical skills
• Proven track record of driving strong customer relationships
• Strong leadership and people management skills
• Excellent strategic thinking and problem-solving abilities
• Ability to analyze market trends and customer needs to identify growth opportunities
• Excellent communication and interpersonal skills
• Strong financial acumen and budget management.

Any certificates, licenses, etc. required for the position

• None