Title: Manager New Construction & Business Customer Experience 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

POSITION CONCEPT

The Mgr New Construction and Business Customer Experience is responsible for the successful operations of various Commercial Customer Experience functions including Commercial Energy Management Services, New Construction (One Source team & New Construction Project Management (NCPM)), and the Business & Industry contact center. Responsible for delivering a world class customer experience through multiple channels including meeting Tampa Electric’s Florida Public Service Commission (FPSC) annual demand and energy goals and complying with the Florida Administrative Code (FAC); serving as the front line contact for all new construction, lighting and both pre and post-engineering project management related requests for Tampa Electric that include large new construction projects including but not limited to all large commercial developments, large residential developments, and multi-family projects; and serving as the first line of contact and resolution for Tampa Electric business customers in 4 counties and Peoples Gas business customers throughout all divisions in Florida. Helps create business objectives and plans that align with the organization’s Customer Experience Strategy, as well as corporate goals of Safety, People, Customer, Asset Management and Financials. Responsible for creating an empowering and successful work environment for team members, serving on a broader leadership team and ensuring the delivery of a robust balanced scorecard.

PRIMARY DUTIES AND RESPONSIBILITIES

• Lead an efficient, highly motivated organization which is committed to achieving the goals of both Tampa Electric and Peoples Gas organizations with a focus on delivering a world-class customer experience. Provide leadership on a day-to-day basis by articulating and communicating the company position on critical issues and facilitating the achievement of gaining synergies and executing best practices that result in a customer-focused environment with knowledgeable and empowered teams. Actively participate in development of labor union related business goals. Work with Labor Relations to develop strategy and execute contract negotiations. Ensure operational compliance with OPEIU contract. Represents Company in advance steps of grievance or arbitration. 
• Engage with strategic planning (i.e. as-is/to-be gap analysis, industry trends, roadmap, etc.) for energy efficiency/conservation programs, call center functionality, portal development, new construction program efficiency, etc. Remain current with industry best practices and trends in the areas of Customer Service, Energy Efficiency, Conservation Programs, New Construction, and associated technology. 
• Manages, oversees, and executes the fulfillment of commercial Demand Side Management (DSM) programs including but not limited to energy audits, rebates, demand response and interruptible programs. Associated duties include managing the research and development, testing, monitoring, measurement, and verification, reporting and procedure development of new and existing programs, approving FPSC interrogatories and miscellaneous requests, within the Company and with outside contractors and vendors to grow customer participation, and control expenses. 
• Manage the development and implementation of strategies related to effectively managing the pre and post - engineering of all new construction and new lighting jobs for the electric company. Manage plans to ensure quality and productivity service levels are met for the One Source department through various service channels such as in-bound and out-bound calls, email, IVR and project coordination, billing, back-office fulfillment, etc. This includes, but is not limited to, establishing data collection and reporting processes to capture key metrics of project activities, and providing periodic reporting. 
• Manage strategies and implementation of plans to ensure quality and productivity service levels are met for the Commercial Customer Experience Center (B&I) for TEC and PGS customers through various service channels such as in-bound and out-bound calls, email, IVR and back-office fulfillment, etc. Coordinate emergency response – serve as primary representative for Commercial Contact Center during storms and other emergencies.
• Manage the effective execution of department business plans and associated budgets (conservation, capital, and O&M) to achieve corporate and departmental objectives. Manage the development and execution of strategic initiatives for delivering a world class customer experience including benchmarking, analyses, contact engineering, emerging technologies, multi-channel support strategies, contact reduction, customer effort reduction, transformation strategy, journey mapping, preparation of proposals, contract negotiations and process measurement. Manage the review, design and adherence to applicable FPSC statutes, procedures and tariffs. 
• Actively participate organizations/agencies to influence industry, community, governmental and/or regulatory matters to positively influence the environment in which Tampa Electric does business. 

QUALIFICATIONS

Education

• Required: Bachelor’s degree in Business, Engineering, or related field.
• Preferred: Master’s degree in Business, engineering, or related field.

License/Certification

• Required: Certified Energy Manager (CEM) or Business Energy Professional (BEP) within 18 months.
• Preferred: CEM and BEP.

Experience

• Required: 8 years related work experience with increasing levels of responsibility. Related experience must include a combination of the following experience with Demand Side Management (i.e. generation/demand response, conservation programming and/or regulatory experience), commercial customer experience and construction practices and/or project management.
• Preferred:
  • Experience in each functional area of responsibility.
  • Experience in team, culture and performance transformation.
  • Experience with commercial energy audit.

Supervisory Experience

• Required: 5 years’ successful management and/or leadership experience.
• Preferred: Experience leading and transforming in functional areas of position

Knowledge/Skills/Abilities

• Required:
  • Strong leadership, change management, strategic management, and business process re-design skills.
  • Knowledge of customer experience specialized in commercial, governmental, and industrial classifications.
  • Knowledge of customer experience principles, specifically in call center operations.
  • Familiarity with electrical systems including transmission and distribution.
  • Working knowledge of FPSC Tariffs and Florida Administrative Code.
  • Demonstrated effective individual and strategic leadership skills.
  • Demonstrated effective interpersonal communication skills.
  • Demonstrated analytical skills.

• Preferred:
  • Working knowledge of the following systems: CRM-SAP, EECP, OMS, WorkPro.
  • Knowledge of TECO’s standard grid system.
  • Knowledge of OPEIU Collective Bargaining Agreement process and contract negotiations.
  • Knowledge and ability to perform measurement and verification of commercial equipment loads, document findings and preparing related regulatory reports. TEC’s standard grid system

LEADERSHIP COMPETENCIES

• Speaks up on Safety, Health and the Environment
• Takes Ownership and Acts with Integrity
• Drives Operational Excellence for Customers
• Builds Strong, Collaborative Relationships
• Develops People and Teams
• Cultivates Innovation and Embraces Change
• Thinks Strategically and Exercises Sound Judgment

WORKING CONDITIONS

Some travel required. This is a high-impact role during storm preparation and response and may be required to storm ride during the event.

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.