Primary Talent Partners · 1 day ago
Program Manager – Customer Programs & Product Portfolio
Raleigh, NC
Contract
Onsite
Mid, Senior Level
$56/hr - $61/hrPrimary Talent Partners is seeking a Program Manager for Customer Programs & Product Portfolio with a large power and utilities client in Raleigh, NC. The role involves overseeing the management and operation of profit & loss products and programs to drive customer satisfaction and profitability while reducing costs.
EmploymentRecruitingStaffing Agency
No H1B
Responsibilities
Develop product, program and service enhancements to improve market effectiveness by participating in Product Development initiatives which includes giving direction to others to ensure that customer needs are satisfied and programs meet financial goals
Identify and implement promotional strategies and expand offers to other jurisdictions as appropriate
Develop and execute exit strategies for non-performing/underperforming programs
Collaborate with program stakeholders to develop and implement marketing campaigns for new and existing offerings. Measure and analyze performance to lower cost per acquisition
Capture and ensure timely follow-up on leads generated by campaigns, events, communications, plans and assessments
Evaluative key performance indicators that provide opportunities to improve lead generation and close rates by implementing initiatives to improve performance
Develop and execute initiatives to improve the effectiveness of more convenient service channels while measuring and analyzing results
Analyze and understand market research results. Set strategies and plans accordingly that create sharp focus on customer needs and wants; and appropriately allocate budget and resources
Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction
Create mutually beneficial internal relationships by effectively communicating program/market plans and performance results
Standardize programs across all jurisdictions where business justification exists
Deliver on expected P&L , financial growth targets, customer satisfaction scores and regulatory objectives for products, programs & services
Develop, communicate and execute long-term/ annual program plans, market and segment plans to deliver financial results in total and for each jurisdiction
Deliver plans within capital and O&M budget
Understand and interpret EM&V reports and adequately represent program related areas
Represent company as in addressing elevated customer complaint resolution, disputes, and other customer requests
Review work processes within assigned programs and implement as required
Develop/maintain a productive business relationship with the external program support vendors
Manage the vendor relationships like a business owner with minimal supervision for items like performance standards, quality, timeliness, tracking and reporting, invoicing, equipment operation, customer satisfaction and coordination with program stakeholders
Conduct frequent face-to-face meetings and conference calls with vendor to monitor performance, identify issues and adjust to changing conditions
Ensure that electronic interfaces with is secure, near real time and accurate
Manage and modify contractual obligations for the program
Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction and earnings growth goals
Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets
Qualification
Required
Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship
Develop product, program and service enhancements to improve market effectiveness by participating in Product Development initiatives which includes giving direction to others to ensure that customer needs are satisfied and programs meet financial goals
Identify and implement promotional strategies and expand offers to other jurisdictions as appropriate
Develop and execute exit strategies for non-performing/underperforming programs
Collaborate with program stakeholders to develop and implement marketing campaigns for new and existing offerings. Measure and analyze performance to lower cost per acquisition
Capture and ensure timely follow-up on leads generated by campaigns, events, communications, plans and assessments
Evaluative key performance indicators that provide opportunities to improve lead generation and close rates by implementing initiatives to improve performance
Develop and execute initiatives to improve the effectiveness of more convenient service channels while measuring and analyzing results
Analyze and understand market research results. Set strategies and plans accordingly that create sharp focus on customer needs and wants; and appropriately allocate budget and resources
Develop campaign plans, set objectives, measure and analyze performance, and demonstrate influence on customer satisfaction
Create mutually beneficial internal relationships by effectively communicating program/market plans and performance results
Standardize programs across all jurisdictions where business justification exists
Deliver on expected P&L, financial growth targets, customer satisfaction scores and regulatory objectives for products, programs & services
Develop, communicate and execute long-term/annual program plans, market and segment plans to deliver financial results in total and for each jurisdiction
Deliver plans within capital and O&M budget
Understand and interpret EM&V reports and adequately represent program related areas
Represent company as in addressing elevated customer complaint resolution, disputes, and other customer requests
Review work processes within assigned programs and implement as required
Develop/maintain a productive business relationship with the external program support vendors
Manage the vendor relationships like a business owner with minimal supervision for items like performance standards, quality, timeliness, tracking and reporting, invoicing, equipment operation, customer satisfaction and coordination with program stakeholders
Conduct frequent face-to-face meetings and conference calls with vendor to monitor performance, identify issues and adjust to changing conditions
Ensure that electronic interfaces with is secure, near real time and accurate
Manage and modify contractual obligations for the program
Direct the development of performance goals and tracking systems to monitor program analytics, customer satisfaction and earnings growth goals
Develop, communicate, execute and adjust market plans to achieve at least top quartile satisfaction targets
Preferred
Proficient in Microsoft Office software tools
Proven project management skills
Demonstrated ability to learn new systems
Experience successfully working in a team environment to achieve shared goals
Experience working in utility regulatory environment
Comprehensive financial and business acumen
Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development
Facility management, product management, program management, energy management, project management or process management experience
Demonstrated experience in change management, process integration and implementation and supervisory or management experience
Business operation experience
Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills, excellent leadership skills and good facilitation skills at all levels, both internally and externally
Project Management Professional and/or Professional Engineer and/or Other Product Management Certifications
Working understanding of customer delivery and construction management
Knowledge of electric vehicle technology, product offerings and solutions
Benefits
No PTO
No Benefits
ACA-compliant supplemental package available for enrollment
Company
Primary Talent Partners
Primary Talent Partners is a staffing agency that provides recruiting and employment services for IT, engineering, and corporate sectors.
Founded in 2018
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Darcy Todd, CCWP
SVP, Strategic Partnerships
Beth Hackett
Vice President Strategic Partnerships
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