Manager, Customer Demand Management (hybrid)
01/15/2025Locations Westwood, Massachusetts; Berlin, Connecticut; Manchester, New Hampshire
Job Description
Manager, Customer Demand Management (hybrid)
01/15/2025Locations: Westwood, Massachusetts; Berlin, Connecticut; Manchester, New Hampshire
If you’re passionate about applying your work experience and skills to impact the clean energy transition at scale, join a team of professionals motivated by this same goal. As Manager of Demand Flexibility Programs, you will spearhead delivery of innovative customer programs to reduce demand during peak times and help to maintain a stable electrical grid. In this role, you will lead a team that supports all aspects of demand response and managed charging initiatives, including the industry-leading ConnectedSolutions program. As a member of the customer energy management team, you will meaningfully impact progress toward decarbonization and electrification goals for residential and commercial, electric and gas customers across Eversource’s tri-state service territory.
This is a hybrid role.
Essential Functions:
Contribute to development of overall demand flexibility strategy (40%)
- Work closely with Director to understand near-term and long-term goals for demand management programs; drive the integration of strategic activities between the team, vendors/partners, other utilities/program administrators, and stakeholders to advance objectives.
- Collaborate with vendors and internal business partners to advance software and analytics capabilities, including customer-facing and technical/operational aspects.
- Effectively communicate team, departmental, and company priorities in interactions with internal and external stakeholders.
- Create and deliver presentations in regulatory hearings, technical sessions, and other forums.
Day to day program management (20%)
- Oversee team responsible for day-to-day operations of demand response and managed EV charging programs; responsibilities include vendor and customer contract management, budgeting, reporting, forecasting, enrollment & incentive processing, marketing, customer engagement, dispatch for demand response events, data management & analysis.
- Assist team in achieving timely and satisfactory resolution of technical and customer issues as needed; review root cause analyses and ensure corrective action is taken where necessary.
- Oversee development of documents and plans necessary to meet compliance with regulatory filings and oversight of ratepayer-funded Energy Efficiency and Grid Modernization programs.
Leadership (40%)
- Coordinate work across team and provide clear direction; thoughtfully involve team members in initiatives based on their area of expertise.
- Determine appropriate level of delegation based on individual team member’s experience level and working style; know when to intervene to ensure team members feel supported.
Qualifications:
Technical Knowledge/Skill:
- Demonstrated ability to manage complexity through organization and attention to detail.
- Excellent leadership, mentoring, and management skills. Quickly comprehends the task at hand, provides clear direction and collaborates to execute the plan.
- Ability to grasp technical concepts, such as basic operation of the electrical grid, battery storage systems, digital/IT integrations (APIs), and data architecture/analysis.
- Solid understanding of basic financial principals and proficiency with PC desktop applications (e.g., Microsoft Excel, Word, PowerPoint).
- Incorporates a customer perspective into program design, delivery and communications.
- Excellent problem-solving ability; thinks creatively about how to connect the dots and achieve objectives in cases where there is no playbook.
- Proficient in verbal and written communication, with ability to tailor messages for varied audiences.
- Prior experience with cloud-based software platforms, connected devices (thermostats, electric vehicles, batteries), energy markets, distributed energy resource management systems (DERMS) and virtual power plants (VPPs) a plus.
- Public speaking experience desired.
Education:
- Requires a bachelor’s degree in engineering, business, computer science, data science, or a related discipline.
- MBA or master’s degree preferred.
Experience:
- Ten (10) plus years of product, program, or project management experience in engineering, clean tech, tech, data analytics, or energy efficiency.
- At least one (1) year of experience managing a team of direct reports preferred.
Compensation and Benefits:
- Eversource offers a competitive total rewards program. The annual salary range for this position is $139,000 - $155,000 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.
#LI-JB1
#custajd
Worker Type:
RegularNumber of Openings:
1EEO Statement
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
Emergency Response:
Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
Overview
As a Customer Service Representative, you are the first point of contact for our customers when they have questions about their bill, how to turn on/off their account when moving, and how Eversource is prepared to support them during storms. If you have a passion for helping customers and solving problems, and possess strong interpersonal skills, then this is the place to begin an exciting career with Eversource. There are lots of other opportunities in our Customer Group, including Metering and Credit, working with our Business Customers as an Account Executive and working on our Digital Strategy and Voice of the Customer projects.
About us
We are Eversource
At Eversource, our mission is to safely deliver reliable energy and superior customer service to our electric, natural gas and water customers across New England. We do this ethically, respectfully and honestly to meet the expectations of our customers, regulators and ourselves.
Success Profile
What makes a successful Customer Group employee?
Check out the top traits we're looking for and see if you have the right mix.
- Collaborative
- Customer Focus
- Team Player
- Adaptable
- Detail Oriented
- Positive
Culture
Our goal is to remain the best energy company in the nation, and to be the first with carbon-neutral operations by 2030.
We will achieve this by valuing the diversity of employees who bring different perspectives to the table. We are committed to:
- Creating an inclusive workplace where all employees, customers and stakeholders are respected and valued.
- Leveraging the talent, unique perspectives, cultural and life experiences of every employee to ensure our continued success.
- Attracting, developing and retaining a diverse workforce that can work together to meet the changing needs of the customers we serve while delivering reliable energy and superior customer service.
Benefits
Eversource employees are committed to providing reliable energy and superior customer service—and that's why we are committed to providing our employees with a highly competitive total rewards package. In addition to wages and salaries, the benefit programs Eversource offers its employees and family members are a significant part of the total rewards.
Career Path
-
Associates
-
Reps
-
Supervisors
-
Managers
Employee Quotes
Chad, Customer
Experience Analyst
Meet Chad
“The views of our customers play an enormous role in decisions made at Eversource,” says Chad, Customer Experience Analyst on the Voice of the Customer team. &ldquoI take a great deal of pride in my job to make sure customer sentiments are front and center for our leadership on a constant basis, through our survey research and our Eversource Online Community.”
Lezanne, Customer
Experience Analyst
Meet Lezanne
“Customers are often surprised to learn their appliances use varying amounts of energy during different seasons. Being able to help customers with tips for reducing their energy use is one of the most rewarding parts of my job. ”community we serve.”
Candaliza, Contact
Center Representative
Meet Candaliza
“Many of our customers are spending more time at home, and we understand they are increasingly reliant on their power to be able to function and work remotely”, says Candaliza, Contact Center Representative in Manchester. “For the past year, I have been able to assist customers during snowstorms, damaging outages and with everyday questions about their bills from my home office. The true benefit is that I can be available to field these calls within a moment's notice, at all hours of the night during emergencies if needed, knowing that my only commute is to the other room.”
Job Description
Manager, Customer Demand Management (hybrid)
01/15/2025Locations: Westwood, Massachusetts; Berlin, Connecticut; Manchester, New Hampshire
If you’re passionate about applying your work experience and skills to impact the clean energy transition at scale, join a team of professionals motivated by this same goal. As Manager of Demand Flexibility Programs, you will spearhead delivery of innovative customer programs to reduce demand during peak times and help to maintain a stable electrical grid. In this role, you will lead a team that supports all aspects of demand response and managed charging initiatives, including the industry-leading ConnectedSolutions program. As a member of the customer energy management team, you will meaningfully impact progress toward decarbonization and electrification goals for residential and commercial, electric and gas customers across Eversource’s tri-state service territory.
This is a hybrid role.
Essential Functions:
Contribute to development of overall demand flexibility strategy (40%)
- Work closely with Director to understand near-term and long-term goals for demand management programs; drive the integration of strategic activities between the team, vendors/partners, other utilities/program administrators, and stakeholders to advance objectives.
- Collaborate with vendors and internal business partners to advance software and analytics capabilities, including customer-facing and technical/operational aspects.
- Effectively communicate team, departmental, and company priorities in interactions with internal and external stakeholders.
- Create and deliver presentations in regulatory hearings, technical sessions, and other forums.
Day to day program management (20%)
- Oversee team responsible for day-to-day operations of demand response and managed EV charging programs; responsibilities include vendor and customer contract management, budgeting, reporting, forecasting, enrollment & incentive processing, marketing, customer engagement, dispatch for demand response events, data management & analysis.
- Assist team in achieving timely and satisfactory resolution of technical and customer issues as needed; review root cause analyses and ensure corrective action is taken where necessary.
- Oversee development of documents and plans necessary to meet compliance with regulatory filings and oversight of ratepayer-funded Energy Efficiency and Grid Modernization programs.
Leadership (40%)
- Coordinate work across team and provide clear direction; thoughtfully involve team members in initiatives based on their area of expertise.
- Determine appropriate level of delegation based on individual team member’s experience level and working style; know when to intervene to ensure team members feel supported.
Qualifications:
Technical Knowledge/Skill:
- Demonstrated ability to manage complexity through organization and attention to detail.
- Excellent leadership, mentoring, and management skills. Quickly comprehends the task at hand, provides clear direction and collaborates to execute the plan.
- Ability to grasp technical concepts, such as basic operation of the electrical grid, battery storage systems, digital/IT integrations (APIs), and data architecture/analysis.
- Solid understanding of basic financial principals and proficiency with PC desktop applications (e.g., Microsoft Excel, Word, PowerPoint).
- Incorporates a customer perspective into program design, delivery and communications.
- Excellent problem-solving ability; thinks creatively about how to connect the dots and achieve objectives in cases where there is no playbook.
- Proficient in verbal and written communication, with ability to tailor messages for varied audiences.
- Prior experience with cloud-based software platforms, connected devices (thermostats, electric vehicles, batteries), energy markets, distributed energy resource management systems (DERMS) and virtual power plants (VPPs) a plus.
- Public speaking experience desired.
Education:
- Requires a bachelor’s degree in engineering, business, computer science, data science, or a related discipline.
- MBA or master’s degree preferred.
Experience:
- Ten (10) plus years of product, program, or project management experience in engineering, clean tech, tech, data analytics, or energy efficiency.
- At least one (1) year of experience managing a team of direct reports preferred.
Compensation and Benefits:
- Eversource offers a competitive total rewards program. The annual salary range for this position is $139,000 - $155,000 plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of benefits.
#LI-JB1
#custajd
Worker Type:
RegularNumber of Openings:
1EEO Statement
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
Emergency Response:
Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
Penni McLean Conner is executive vice president at Eversource.
Bob Giannino is CEO at United Way of Massachusetts Bay and Merrimack Valley.
Five ways we can work together to help communities in need
- Promote economic justice and stability
- Reimagine the safety net
- Respond to the growing eviction crisis
- Create deeply affordable housing and expand supportive services
- Increase access to early education.
We're committed to:
- Fully integrating environmental, social and governance (ESG) initiatives into all of our business practices
- Achieving carbon neutrality in our operations by 2030
- Delivering reliable energy while integrating clean, renewable resources that support New England's emission-reduction goals
- Investing in the innovation of energy infrastructure and new technologies
- Promoting racial and social justice
