Products & Services Manager; or Senior - Residential Demand Response

Important Application Submission Information

In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Friday, July 24, 2026

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

This role is responsible for scaling participation and long‑term value realization for Duke Energy's Bring Your Own Thermostat (BYOT) and Grid‑Connected Water Heater (GCWH) residential demand response programs across the Carolinas service territory.

The position serves as the strategic owner of program growth through channel expansion, partner ecosystem development, and customer experience optimization, with accountability for delivering measurable results across a complex, highly regulated environment.

A core focus is ensuring customers clearly understand and realize both the immediate financial benefits (e.g., enrollment incentives, rebates) and the ongoing value (bill savings, bill stability, and grid reliability contributions) associated with participation.

The successful candidate will combine strong program management discipline, data‑driven decision making, and the ability to orchestrate cross‑functional teams and external partners to deliver scalable, high‑performing demand response programs.

• Lead development and execution of program growth strategies, with a primary focus on expanding participation through new channels and strategic partnerships
• Identify, develop, and scale high‑impact acquisition channels, including:
  • OEM/device manufacturers
  • Aggregators and DER platform providers
  • Trade ally networks and installers
  • Digital and direct‑to‑customer enrollment pathways
• Build and manage a pipeline of strategic partnerships, leveraging integrations and co‑marketing opportunities to drive scalable growth
• Ensure all channels clearly communicate the full customer value proposition, including:
  • Up‑front incentives and rebates
  • Ongoing bill savings and bill stability
  • Ease of participation and grid reliability benefits
• Apply a data‑driven growth mindset, using funnel analytics and channel performance insights to:
  • Optimize conversion rates across acquisition pathways
  • Evaluate OEM and partner performance
  • Improve cost efficiency and customer lifetime value
• Partner with marketing and analytics teams to design and continuously refine customer acquisition funnels and segmentation strategies

• Serve as the end‑to‑end program owner, accountable for both participation growth and customer experience quality across the full lifecycle
• Lead cross‑functional orchestration (non‑negotiable) across product, IT, marketing, regulatory, operations, and vendor teams to ensure seamless program delivery
• Oversee vendor and platform performance, including coordination across:
  • Demand response platform providers (e.g., Energy Hub or equivalent)
  • OEM/device ecosystems and integrations
  • Implementation and customer operations vendors
• Apply disciplined execution and rigorous attention to detail, ensuring:
  • Accuracy in customer‑facing messaging and incentive structures
  • Alignment across platforms (DERMS, CRM, vendor systems)
  • High‑quality data integrity and reporting
• Design and continuously improve the end‑to‑end customer journey, ensuring a seamless, transparent, and customer‑friendly experience
• Develop and track customer and program performance KPIs, including:
  • Channel‑level enrollment contribution and conversion rates
  • Funnel performance and drop‑off analysis
  • OEM and partner performance metrics
  • Time‑to‑enroll and activation success
  • Incentive fulfillment timelines
  • Customer satisfaction, retention, and event participation
• Ensure incentive fulfillment processes are accurate, timely, and transparent, reinforcing customer trust and program credibility
• Own and manage customer and participant escalations, ensuring:
  • Prompt,…