Job Title: Customer Programs & Products Manager

Location: Orange, CT (100 Marsh Hill Road)

Work type: Office

The salary range for this position is dependent upon experience, ranging from $106,000 to $132,500.

Job Summary

The Customer Programs and Products Manager supports the development, implementation, and daily operations of Connecticut’s Residential Renewable Energy programs. The role combines data analysis, and business systems support with tool and dashboard development, cross functional collaboration, and regulatory engagement. Success requires strong analytical skills, clear communication, and the ability to navigate complex regulatory environments while driving innovation and operational excellence

The Customer Programs and Products Manager role reports to the Manager of Customer Programs & Products Manager

Responsibilities:

This role supports the strategic and operational success of Shared Clean Energy Facilities (SCEF) and Residential Renewable Energy Solutions (RRES) programs at United Illuminating. Responsibilities span data analytics, program management, stakeholder engagement, and continuous improvement, and are grouped into five core areas:

Data Analysis & Business Intelligence

• Perform advanced data analysis, including sourcing, compiling, interpreting, and communicating insights to stakeholders.
• Solicit, review, and translate business data requirements into actionable reporting tied to compliance and performance.
• Deliver insights through the full data visualization lifecycle using tools like dashboards and reports.
• Create scalable, repeatable processes for onboarding new data sources.
• Ensure data access complies with privacy, security, and regulatory standards.
• Collaborate with stakeholders to understand data needs and translate them into logical data models.
• Provide operational support and system administration for business systems.
• Apply strong analytical skills to quality-assure others’ work and troubleshoot issues in worksheets and databases.

Management of Existing Programs & Products

• Drive growth, savings, and profitability for existing offerings through strategic planning and execution.

• Develop and implement comprehensive program/product plans in collaboration with internal and external stakeholders.

• Manage budgets, monitor performance, and report variances.

• Provide guidance to support personnel, including Energy Specialists and Administrators.

• Oversee vendor services, including procurement, activity management, reporting, and budgeting.

• Ensure operational efficiency, quality assurance, and regulatory compliance.

• Deliver exceptional customer service by resolving issues promptly and ensuring program satisfaction.

Stakeholder Engagement & Industry Representation

• Serve as a liaison with utility regulators, municipal leaders, industry peers, manufacturers, and trade allies.
• Represent United Illuminating in technical and policy working groups, and present at industry and municipal events.

Customer Issue Resolution

• Ensure timely and effective resolution of customer issues related to programs and products through collaboration with internal and external stakeholders.

Cross-Functional Collaboration & Continuous Improvement

• Support achievement of regulatory and business targets through coordinated efforts.
• Identify and lead process improvement initiatives to enhance customer satisfaction, reduce costs, and improve profitability.
• Identify and initiate process improvement through research, planning and change management.
• Build strong relationships with internal teams.

Required Qualifications:

Education & Experience Required:

• Bachelor’s degree in Engineering, Business, Sustainability or related discipline or a related field and a minimum of five to eight years of relevant experience. An equivalent combination of education and experience may be considered.

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

• Experience with renewable energy, preferred solar experience.

• 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:

• Master’s Degree: M.S. or MBA
• Prior experience in utility customer-facing programs, regulatory, and sustainability
• Demonstrated ability to simultaneously manage multiple tasks while providing excellent customer service.
• Ability to maximize effectiveness by use of time management, territory management, prioritization of work and effective utilization of all resources.
• Technical experience in GISSAP Business Warehouse (BW) data pulling; using Structured Query Language (SQL); using Power BI, Tableau or other data analytics/visualization software; and developing Microsoft Excel spreadsheets, running queries in various systems and data gathering.

Behavioral Competencies:

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or external)
• Communication
• Collaboration
• Leadership (people managers/leaders)

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