8 days old

Customer Experience Portfolio Manager

Tampa Electric
Tampa, Florida 33601
  • Job Type
    Employee
  • Job Status
    Full Time

Power up a career with us.Our people are our greatest investments.  

 

Be the light to help us keep our customers connected.  If you are interested in a career and not just a position, Tampa Electric is the place to be! Tampa Electric offers competitive pay, a comprehensive benefits package and opportunities for growth and development in a friendly and professional work environment. We embrace diversity and the inclusion of all. We believe our differences, unique perspectives and talents are our strengths and integral to the success of our company.  

  

We’re honored to serve approximately 780,000 customers across West Central Florida and safely provide them with clean, affordable and reliable electricity. We’ve been doing it for more than 100 years, and there’s so much more ahead.   

  

Join our team of energy experts as we build on that legacy through innovation, continued solar investments, cost-effective and sustainable energy solutions all while keeping top-notch customer service at the center of all we do.  

  

Tampa Electric is a subsidiary of Emera Inc., a family of energy companies which also includes TECO Peoples Gas and New Mexico Gas Company. Emera provides energy to residential and commercial customers in the United States, Canada and the Caribbean, with career opportunities available in all of these locations.  


State and City: Florida - Tampa  Shift: 8 Hr. X 5 Days

 

POSITION CONCEPT:

Customer Experience works at the intersection of strategy, design, and technology to digitally transform the experience for over 800,000 residential, commercial, and industrial customers for Tampa Electric Company (TEC), and over 400,000 customers for Peoples Gas System (PGS). The increase in personalized consumer experiences across industries has also set a new standard of consumer engagement for utilities. This position signifies a new standard for our approach to customer engagement strategy to deliver value to our customers and to the organization in our journey to achieve a world class customer experience. 

 

The CE Portfolio Manager position is an integral role responsible for overseeing the management of a portfolio of CE capital projects averaging approximately $10-$20 million annually, driving execution of these projects, and closely monitoring the projects to ensure proper governance including budget, quality, and timeline.  In the role, the manager will drive delivery of innovation and realization of our corporate and organizational strategic goals through prioritization, acquisition of the capital and management of the delivery of our technology initiatives.  The CE Portfolio Manager will also serve as the point-of-contact with IT in developing and maintaining a technology roadmap to accomplish the CE Strategy. Candidate must balance time, skills, budgets, risk mitigation and running the projects in the portfolio prudently and expediently without sacrificing quality or losing track of strategic objectives and the broader needs of the organization.

 

Additionally, the CE Portfolio Manager will establish and maintain the governance process for how ideas are initiated, analyzed, and prioritized to ensure the organization is focused on the projects that will drive the most value for the customer and the organization. This governance process includes regular reporting through the Tampa Electric and Peoples Gas technical governance processes as established by Emera. Candidate must balance time, skills, budgets, risk mitigation and running the projects in the portfolio prudently and expediently without sacrificing quality or losing track of strategic objectives and the broader needs of the organization, including coordinating with other portfolios across Tampa Electric and Peoples Gas to ensure the organizations are driving the maximum level of value.

 

 

GENERAL DUTIES AND RESPONSIBILITIES

 

  • Establish and maintain the CE technical governance process and coordinate with the broader governance process for Tampa Electric and Peoples Gas, providing regular reporting to Emera for current year and five-year roadmap.
  • Manage current portfolio of customer experience capital projects by working closely with IT in developing and maintaining a technology roadmap to accomplish the strategic goals and objectives of the organization.
  • Change Control Management: Identify and prioritize change requests. These can be feature requests, operational constraints, regulatory, etc., based on demand, financial and operational constraints.
  • Risk Management: Identify and report on potential risks in the projects that make up the portfolio and develop contingencies and risk response plans to mitigate uncertainty within the project portfolio.
  • Financial Management: Manage financial resources related to the projects in the portfolio and demonstrate financial value of the portfolio in relation to organizational strategy, goals, and objectives.
  • Pipeline Management: Ensuring project proposals are in the pipeline and determining if they are worth executing through an established prioritization process based on a combination of value, effort, resource capacity, and strategic alignment.
  • Resource Management: As part of the overall portfolio management process, provide mechanisms (e.g. governance process, templates) to efficiently and effectively manage project resources including resource capacity planning and reporting to business and IT leadership.
  • Collaborate with stakeholders at all levels in the organization to ensure projects are moving according to projected timelines, budgets, quality, benefits realization, and value delivery.
  • Maintain a team-based, growth mindset mentality and seek resolution to roadblocks that may hinder projects from being completed within scope, budget, and projected timelines.
  • Remain abreast of best practices and apply those practices to the portfolio management process.

 

SPECIFIC DUTIES AND RESPONSIBILITIES

 

SUPERVISION
Direct:             Candidate will supervise a team of CE Project Managers and CE Product Owners.
Indirect:          Candidate will have indirect supervisory responsibilities of internal and external project teams.

 

 

QUALIFICATIONS

 

Education

Required:        Bachelor’s Degree in Business, Accounting, Marketing, Research, MIS, Engineering, or associated discipline from a regionally accredited institution.

Preferred:       Graduate level business degree (MBA) from an accredited university.

Certifications

 

Preferred:       Process Improvement certifications such as Lean, Six Sigma, etc.

            Project Management certifications such as PMP (Project Management Professional), SAFe Agile Certification, etc.

 

Related Experience

Required:        Minimum of 7 years’ professional-level work experience in the functional responsibilities of the position (i.e. project management, portfolio management) Minimum of 5 years’ direct experience as a portfolio manager, project manager or program manager.  Must possess a strong understanding of the utility industry and/or customer experience (CE).

Eager to mentor, contribute to the success of the team, and nurture the overall portfolio.
 

Preferred:       Leadership of cross functional teams, initiatives and/or projects, experience with process improvement initiatives (lean, six sigma, etc.), product development, project management, data analytics, development life cycle and innovation approaches.

KNOWLEDGE, SKILLS & ABILITIES     

 

  • Communication skills: Excellent verbal and written communication skills to clearly articulate to management and relevant stakeholders at an appropriate cadence.
  • Problem-solving skills: Intellectually curious with strong creative and imaginative prowess to generate and foster ideas to solve business problems.
  • Critical thinking: Strong critical thinking abilities to draw sound conclusions from information and various data sources available.  It is crucial that candidate can separate relevant information from less vital ones with respect to solving a particular business problem.  Must also have the capacity to analyze data objectively, applying logical thought and offering solutions, taking a long-term (2 – 5 years) perspective.
  • Strong quantitative and financial modeling skills: Ability to work with large data sets to provide analytical support to all aspects of the business.  Ability to perform financial modeling and understand capital budgeting and prioritization to manage the portfolio of CE projects.
  • Comfort with ambiguity: Decision making involves some level of uncertainty, so it is important the candidate is comfortable with ambiguity.
  • Computer skills: Demonstrated intermediate to advanced Microsoft Office skills, especially in Excel and PowerPoint.
  • Collaborative skills: Must be able to work with cross-functional teams and have the seasoned judgment and candor to interact directly with senior leadership across departments, as well as provide leadership to teams on the implementation of strategic initiatives and projects.
  • Demonstrated ability to build consensus on strategies, projects and messages among peers and stakeholders. Candidate must be able to provide leadership without direct authority; thus, strong negotiation and problem/resolution skills are needed.
  • Big-picture mentality: ability to think systemically and perceive how each individual project and timeline fits into the “whole” of the overall strategy and business goals.
  • Ability to adapt to constantly changing priorities in managing and overseeing various projects simultaneously.
     

LEADERSHIP COMPETENCIES

  • Takes Ownership and Acts with Integrity
  • Drives Operational Excellence for Customers
  • Builds Strong, Collaborative Relationships
  • Develops People and Teams
  • Thinks Strategically and Exercises Sound Judgment

 

 

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

 

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

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Posted: 2021-10-12 Expires: 2021-11-26

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Customer Experience Portfolio Manager

Tampa Electric
Tampa, Florida 33601

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