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Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

**Job Title:** Manager, Strategic Customer Services

Position Summary:

The Manager, Strategic Customer Services, will be responsible for leading and transforming the Duquesne Light customer experience for commercial and industrial customers. This role will be responsible for identifying and fostering synergies between the New Development Connections and Strategic Account Services functions, including building the necessary systems, processes, business customer segmentation, and process documentation. Strategic account customers will experience optimized care through a dedicated service organization focused on their current and future strategic needs and opportunities for optimization.

**Location:** Hybrid, Wood Run Campus, Pittsburgh, PA

Job Duties and Responsibilities:

+ Serve as the company’s leader and liaison for large commercial and industrial customers and provide thought leadership to internal stakeholders to transform customer experience and grow DLC’s impact and relationships within the business community.

+ Lead a team of professionals responsible for maintaining and managing relationships across commercial and Industrial customers within Duquesne Light territory.

+ Provide leadership and coaching to foster strongaccount management skills, including relationship building, strategic planning, customer advocacy, and portfolio management

+ Develop and execute processes, procedures and KPIs withing the strategic customer team to produce measurable results.

+ Identify opportunities for continuous improvement to increase efficiency, increase quality of service, and improve customer satisfaction.

+ Lead efforts in designing tailored C&I engagement strategies leveraging customer segmentation, journey mapping, and Customer Relationship Management System.

+ Provide guidance and oversight of company policies and PA PUC rules and regulations pertaining to large C&I customers.

+ Build customer relationships to position DLC as a preferred partner to developers and construction companies by forming relationships with municipalities, developers, trade associations, and others.

+ Serve at the primary point of escalation to resolve business customer issues and inquiries.

+ Provide C-suite level presentations and updates relevant to DLC’s strategic customer base.

+ Serve as a subject matter expert for DLC’s Customer Relationship Management (CRM) systems, including implementation, optimization, and maximizing CRM capabilities to drive customer engagement, operational efficiency, and strategic insights.

Additional Responsibilities:

+ Perform other job-related duties as assigned

+ Storm team duties as assigned

Education and Experience Required:

+ Bachelor of Science degree in Business Administration, Communications, Marketing or Customer Experience management, or other applicable discipline required

+ Master’s degree preferred

+ 7+ years of relevant experience required; customer service, account management or customer engagement preferred

+ At least 3+ years of prior management experience is strongly preferred

Preferred Qualifications:

+ Experience utilizing and optimizing CRM capabilities

+ Familiarity with federal, state, and local electric utility regulations

+ Previous account management experience within C&I, commercial development, or real estate industries

Skills/Abilities:

+ Must be proficient in Microsoft Office applications

+ Experienced utilizing Customer Relationship Management (CRM) software

+ Excellent oral and written communication and presentation skills

+ Ability to explain complex, difficult and/or sensitive information

+ Ability to present in a professional manner and communicate clearly with credibility and confidence.

+ Project and time management skills with the ability to effectively manage competing priorities.

+ Analytical and problem-solving skills

+ Demonstrated advanced practical expertise in own area and applied knowledge of related areas

+ Demonstrated strategic thought partner with strong ability to influence others.

+ Demonstrated ability to engage cross-functional stakeholders

+ Analytical skills to identify industry trends that impact the strategy

+ Highly organized, detail oriented, self-directed, and adaptable

Scope

Primary focus is on day to day management of operational execution. Also develops and exercises business plans, policies, and procedures. Contributes to proactive planning exercises of management team as requested. Trains and develops staff. Plans the work flow. Looks for areas of process improvement and directs available resources to accomplish this. Leads changes and implementations for direct team as pushed down through the organization.

Decision Impact

Resolves problems of a greater complexity than the Supervisor level. Improves existing processes and systems using conceptualizing, reasoning, and interpretation skills. Solutions require thorough understanding of business strategies and issues. Defines broad based solutions that would require consideration of wider implications on organization results & resources.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. _Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc._

Data Governance

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.