Product Line Manager, Customer Experience

Date: May 28, 2023

Location: Tampa, Florida, US, 33602

Company: TECO

Title: Product Line Manager, Customer Experience 
Company: Tampa Electric Company
Location: TECO Plaza 
State and City: Florida  -  Tampa
Shift: 8 Hr. X 5 Days

Hiring Manager:  Amit Rastogi

Recruiter: Mark E Koener 




TITLE:    Product Line Manager, Customer Experience 
PERFORMANCE COACH:     Director Business Relationship Mgmt. & Computing Services
COMPANY:    Tampa Electric 
DEPARTMENT:    Business Relationship Management & Computing Services


The Product Line Manager, Customer Experience (Business Relationship Manager), PLM is the primary owner of relationships that enable the success of the company through effective, creative, and innovative leadership in strategic IT&T initiatives on behalf of the various Customer Experience Business Partners.  The PLM has the overall responsibility to serve as the main point of contact and strategic interface to the business for the purpose of business technology strategy development, solution discovery, risk management, and relationship management.  Also provides high valued strategic consulting and guidance through key IT&T initiatives, relevant project information, project priorities and proactively serving as a trusted advisor to the Business Partner leadership teams.  Serves as a lead role in enabling the business to achieve its objectives through the effective use of technology.
1.    Build relationships with senior business management teams to become part of the strategic initiatives and business Planning.
2.    Facilitate product strategy decisions. Provide technical design leadership on various technology initiatives in Customer Experience line of business using existing technology like SAP CRB, .net based authenticated online portal, content management system, blue prism RPA and others as relevant.
3.    Apply developed business acumen to effectively support the assigned Business Partners and identify opportunities for technological solutions to support strategic business vision. 
4.    Demonstrate digital opportunities to product line leaders. Conduct on-going research and assessment of new technologies and approaches for contact center, authenticated portal, chatbots, advanced billing solution, meter to cash application like SAP CRB, AMI, smart streetlights, and other business functions
5.    Actively seek opportunities to optimize the use of appropriate information technology in support of business goals and provide innovative ideas. Collaborate with other BRMs, IT&T Senior Management, Business Partner Senior Management, and all other stakeholders to ensure corporate, Business Partner, and IT&T objectives are aligned and being managed effectively.
6.    Manage and coordinate business application architecture. Oversee technical solution approaches and designs across portfolio of project efforts within the customer experience line of business
7.    Meet regularly with key service partners, internal partners and external vendors to review progress on current projects and anticipate project resource needs for future initiatives.  Work with Business Partner(s) to ensure compliance with the company’s defined Information Systems methodologies.
8.    Facilitate standards management. Design/deliver standard solution templates and design patterns that assist delivery teams to develop robust solutions to CE requirements that use/re-use common technology Platforms. Review/approve key project design deliverables (for example., solution architecture) and coordinate with Architecture Advisory Board.
9.    Own the IT&T demand pipeline for the assigned business areas.  Responsible for the strategic development and establishment of the Technology Roadmaps for the assigned Business Partners. 
Provides input to Project/delivery Managers to Plan and schedule project work as related the type, sequencing, and dependencies of technical activities
10.    Oversee technological solutions and business value propositions for technology investments. Collaborate with Procurement to review and redline contracts with software, hardware, and services vendors.  Play an integral role on contract negotiating teams. 
11.    Review/approve key project design deliverables (for example., solution architecture) and coordinate with Architecture Advisory Board. 
12.    Manage Business Partner expectations with respect to IT&T services, identifying gaps between their needs and IT&T capabilities, and work to find innovative solutions to fill those gaps. Resolve and help guide resolution of multiple highly difficult and complex Business Partner problems and escalations involving multiple areas.
13.    Participate in development of technology strategies taking into consideration technology trends, vendor strategies, products, and customer preferences
14.    Collaborate with Business Partners to define high-level business needs focusing on developing and improving business processes and assisting with the development of metrics within both the technology and business organizations.  Identify, propose and influence business solutions, negotiate deliverables and requirements across multiple business customers or organizations.  Ensure that the design and integration of proposed system, software and hardware solutions leads to the development and growth of the business through effective use of technology. Integrally involved in solution decisions.
15.    In cases where requirements are not clearly defined, Architect are expected to have sufficient business and technical knowledge to spec out reusable requirements and lead productive design sessions
16.    Serve as primary technology resource in the development of the Business Partner capital budgets.  Ensure that project actuals and forecast monthly budgets are communicated to the Business Partners.
17.    Partner with Business leaders, functioning as an escalation point of focus on all Business Partner technology issues.  Provide technology guidance to Business Partners to assist in identifying technology needs, project prioritization, technology expenditures and funding. 
18.    Advice portfolio modernization and rationalization. Works hand-in-hand with their peer technology professionals, COMPANY’s other Architects and SI Architects to ensure solutions are in alignment/synergistic across the company  specifically:

Direct Supervision:    May have direct management responsibilities of business systems analysts or other BRMs, PLM.

Indirect Supervision:     Indirectly manages other IT&T team members and vendors by influence to ensure effective delivery of technology services to Business Partners.   

Key Internal:      Direct interaction with all levels of team members throughout the Emera Companies including Senior Business Partner leadership and Senior IT&T leadership.  Cross-team relationships are key with other IT&T support groups and team members.

Key External:     Direct interaction with outside consulting firm personnel as well as software and hardware vendors.


Required:      Bachelor's degree in Computer Science, Engineering, Mathematics, Information 
Management, Management Information Systems, or other related field of study.  Degree must be from an institution accredited by the Commissions on Colleges.

Preferred:    MBA or advanced degree. 


Preferred:     ITIL V3 Foundation Certification
        Business Relationship Manager Professional (BRMP)
        Certified Business Relationship Manager (CBRM)
        PROSCI Change Management Practitioner


Related Experience 
Required:    Minimum 10 years of progressive responsibility within information systems or information management/analysis environment with 5 to 7 years of experience with complex projects.  Minimum 8 years of management experience directly leading technology or related teams.   

Preferred:     Previous experience as product line architect or similar role.


•    Demonstrated ability to champion a clear vision for IT&T systems to be implemented and the manner for which they will support Business Partner goals and objectives.
•    A proven track record of delivering results.
•    Substantial experience managing and delivering business change through IT projects and achieving results.
•    Experience building high value business cases and mobilizing prioritized investments.
•    Experience leading matrixed teams.
•    Proven ability to operate across multiple domains and ambiguity.
•    Evidence of leading and developing innovative solutions.
•    Demonstrated ability to build strategic working partnerships at all levels.
•    Strong verbal and written communication skills.
•    Experienced managing third-party suppliers and demonstrated strong networking and consulting skills.
•    Ability to bring alternative perspectives, experience, and challenge the status quo.
•    High level awareness of developments in the Information Technology marketplace.
•    Demonstrate strong relationship building skills with the ability to influence others to achieve objectives.
•    Proficiency in planning, change management, problem solving, and ability to resolve issues of a highly complex and strategic nature.

Ability to manage negotiations, expectations, and solutions across complex groups.

Leadership Competencies
Champions Safety, Health & the Environment    Takes Ownership & Acts with Integrity
Drives Business Excellence for Customers        Builds Collaborative Relationships
Develops People and Teams                Cultivates Innovation & Embraces Change
Thinks Strategically & 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. 



Nearest Major Market: Tampa

Job Segment: Relationship Manager, Information Systems, Developer, Solution Architect, Computer Science, Customer Service, Technology