Customer Programs & Products Manager

Job Description

The Customer Programs and Products Manager support the development, implementation, and daily operations of energy efficiency and demand‑side management programs across Avangrid Networks companies in New York, Connecticut, and Massachusetts. The role combines data analysis, benefit‑cost modeling, and business systems support with tool and dashboard development, cross‑functional collaboration, and regulatory engagement. Success requires strong analytical skills, clear communication, and the ability to navigate complex regulatory environments while driving innovation and operational excellence.

The Customer Programs and Products Manager role reports to a Conservation & Load Management Manager.

Responsibilities

This role supports the strategic and operational success of energy efficiency and demand-side management programs across Avangrid Networks companies. Responsibilities span data analytics, program management, stakeholder engagement, and continuous improvement, and are grouped into five core areas:

Data Analysis & Business Intelligence

• Perform advanced data analysis, including sourcing, compiling, interpreting, and communicating insights to stakeholders.
• Solicit, review, and translate business data requirements into actionable reporting tied to compliance and performance.
• Deliver insights through the full data visualization lifecycle using tools like dashboards and reports.
• Create scalable, repeatable processes for onboarding new data sources.
• Ensure data access complies with privacy, security, and regulatory standards.
• Collaborate with stakeholders to understand data needs and translate them into logical
• Provide operational support and system administration for business systems.
• Apply strong analytical skills to quality-assure others' work and troubleshoot issues in worksheets and databases.

Management of Existing Programs & Products

• Drive growth, savings, and profitability for existing offerings through strategic planning and execution.
• Develop and implement comprehensive program/product plans in collaboration with internal and external stakeholders.
• Manage budgets, monitor performance, and report variances.
• Provide guidance to support personnel, including Energy Specialists and Administrators.
• Oversee vendor services, including procurement, activity management, reporting, and budgeting.
• Ensure operational efficiency, quality assurance, and regulatory compliance.
• Deliver exceptional customer service by resolving issues promptly and ensuring program satisfaction.
• Calculate and document anticipated energy savings and incentives using approved methodologies and tracking platforms.

Stakeholder Engagement & Industry Representation

• Serve as a liaison with utility regulators, municipal leaders, industry peers, manufacturers, and trade allies.
• Represent Avangrid in technical and policy working groups, and present at industry and municipal events.

Customer Issue Resolution

• Ensure timely and effective resolution of customer issues related to programs and products through collaboration with internal and external stakeholders.

Cross-Functional Collaboration & Continuous Improvement

• Support achievement of regulatory and business targets through coordinated efforts.
• Identify and lead process improvement initiatives to enhance customer satisfaction, reduce costs, and improve profitability.
• Identify and initiate process improvement through research, planning and change management.
• Build strong relationships with internal teams.

Required Qualifications

• Bachelor's degree in Engineering, Business, Sustainability or related discipline or a related field and a minimum of eight (8) years of relevant experience. An equivalent combination of education and experience may be considered.
• Knowledge in the areas of energy markets structures, state and federal energy law, and local regulations.
• Results-oriented with strong critical and creative thinking, decision-making, and problem-solving skills.
• Strong computer skills (Microsoft Office, SAP, etc.)
• Attention to detail with strong analytical and negotiating skills.
• Excellent communication and influencing skills with the ability to: Present complex, technical topics to internal and external audiences of various sizes and knowledge levels
• Writes proposals, reports, and other documents clearly and concisely to advance program initiatives from a business and regulatory perspective
• Read and interpret tariffs, regulatory orders, federal/local regulations, and reports
• Strong cross-functional team skills, desire to serve co-workers and provide customers with excellent service.
• Proven ability to work independently and at all levels of the organization.
• Ability to travel as needed (approximately 10% of time).

Preferred Qualifications

• Master's Degree: M.S. or MBA
• Prior experience in utility customer-facing programs, regulatory, and sustainability
• Demonstrated ability to simultaneously manage multiple tasks while providing excellent customer service.
• Ability to maximize effectiveness by using time management, territory management, prioritization of work and effective utilization of all resources.
• Knowledge of energy efficiency engineering concepts related to measures and measure calculations (i.e., energy engineering formulas to calculate savings from measures that impact end uses such as lighting, heating, cooling, refrigeration, motors, process).
• Technical experience in GIS; eTrack; SAP Business Warehouse (BW) data pulling; using Structured Query Language (SQL); using Power BI, Tableau or other data analytics/visualization software; and developing Microsoft Excel spreadsheets, running queries in various systems and data gathering.
• Certified Energy Manager (CEM) credential.

Behavioral Competencies

• Develop self & others
• Empower to grow
• Collaborate and share
• Be a role model
• Focus to achieve results
• Be agile

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [email protected].

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee's management.