Senior Program Manager

*We are looking to hire someone to work in either our Columbus, Ohio or Merrillville, Indiana office with a hybrid schedule (2 days/week in office)**

Job Summary

This position is responsible for managing the residential home warranty product portfolio across all NiSource jurisdictions and non-native territories. The role includes implementing the strategic objectives of the organization, optimizing the customer journey, and ensuring the customer lifecycle builds brand loyalty and advocacy. This position is responsible for ensuring affiliate and third-party customer data compliance and privacy, brand alignment and management of all marketing and acquisition channels. This role includes leading the development of the five-year budget process and the monthly reconciliation of the profit and loss statement. This role will also be accountable for top-line revenue targets, cost control for all related expenses, managing third-party relationships that support the portfolio as well all customer penetration and program retention rates.

Essential Functions

• Lead the development and documentation of all operational processes that support the product portfolio (9 products) including customer journey maps, billing processes, customer acquisition, marketing campaigns, expense management and budget reconciliation.

• .Manage day-to-day operations for all acquisition, sales, service, maintenance, and the customer escalation process for both internal organizations and external third parties that support the portfolio

• Lead and coordinate ongoing cross functional project technology initiatives that optimize the customer experience, reduce program cost or support growth targets of the portfolio.

• Create annual and individual marketing campaigns for product portfolio that aligns our brand and growth targets with our internal marketing partners, third parties and jurisdictional leaders across our service territory.

• Monitor and manage monthly action plans to correct gaps in key performance indicators including, customer satisfaction, product line penetration, cost structure, retention, earnings and brand advocacy.

• Evaluate and resolve third-party technology barriers or defects that connect to our billing systems that negatively impact the customer experience, operating margins or customer retention.

• Lead the formulation of the 5-year budget, the annual budget and third-party revenue-share projections for all growth initiatives, optimization projects and program costs across the product lines.

• Lead and coordinate the communication process as “point-person” for the state president’s office, regulatory attorneys and internal corporation communications team on all portfolio changes, updates or modifications to the product portfolio.

• Other duties as assigned.

Required Qualifications For Position

• Bachelor's Degree in management, business, marketing, engineering, finance or related field.

• 7-9 years experience in program management, project management, administration, or related field.

• Proficient computer skills, experience with Microsoft Office Suite; working knowledge of program/project management software.

• Knowledgeable in program management methodology and techniques; performance evaluation and change management principles.

• Experience with compiling and following strict budgets and must have excellent verbal and written communication skills.

• Conflict resolution, problem-solving skills, organizational and multitasking skills.

Preferred Additional Qualifications for Position

• Master's Degree in business or related field preferred.

• Certification in project management, project leadership experience or cross-functional project management experience.

• Strong working knowledge of CRM software, financial management and budget process development.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$107,000.00 - $160,500.00

Posting Start Date:

2024-10-31

Posting End Date (if applicable):

2024-11-14

Please note that the job posting will close on the day before the posting end date.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers.

We're looking for talent from all backgrounds. We invite candidates of all abilities to come as they are and do what they love. Through our years of successful growth, we’ve stayed true to our roots by making a difference in the lives of millions of our customers. If you’re interested in joining an inclusive, innovative company that fosters opportunity for growth, NiSource might be the place for you.