Senior Work Management Specialist

Position Summary Provides advanced-level work management support for PGO Grid Operations DCC, ensuring accurate and timely execution of work that supports safety, reliability, storm restoration, and cost management. Utilizes in-depth knowledge to solve complex problems, drive process improvements, and coordinate cross-functional workflows to deliver a strong customer experience. Responsible for effective communication, work tracking, financial accuracy, and reporting while supporting leadership and daily operations. Plays a key role in emergency response and supports a culture of safety, engagement, and continuous improvement. Responsibilities Maintains excellent customer service to operations, management and customers. Advanced knowledge and ability to participate in continuous improvement initiatives. Requires in depth knowledge and experience; solves complex problems. Proactively collaborates with other work groups to ensure desired customer experience – skilled at communicating daily with employees and leaders to ensure customer’s needs are met. Ensures efficient and effective workflow across all work groups supported. Reports job status details to appropriate personnel as needed. Effectively communicates with leadership and employees regarding proper execution of work. Tasks are managed to ensure accurate billing is done in a timely manner. Maintains confidential information in a professional and discreet manner. Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends. Monitors various reports to ensure process adherence and that work is scheduled to meet an established timeline. Uses software applications (e.g. Word, PowerPoint, Excel) to prepare correspondence, reports, presentations, agendas, minutes, manage calendars or meetings/meeting coordination etc. Supports leadership with daily operations and needs such as scheduling, answering phones, expense reports, travel arrangements, and meeting coordination and organization. Cost Management Works with leadership and employees to ensure timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines. Applies cost-effective decision making in the utilization of O&M to ensure the facility is safe, clean, and organized for operations. Verifies and applies correct general ledger account accounting in all work-related applications and functions. Creates reconciliation of credit cards and creation of expense reports for reimbursable items not purchased on company credit card and ensures proper GL accounting is applied. Adheres to monthly accrual timelines and system entry cut-off dates; ensures all invoices on hand are recorded and sent to the appropriate department that processes the accrual. Reconciles work order materials, labor and equipment accurately. Reliability Prepares for and provides emergency support including dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, updating ETORs, and allocating event assignments to damage assessors and clearing events in outage management tools. Updates storm resource tracking and outage management tools during storm restoration. Supports the execution of programs, projects, or processes using appropriate work management applications. Employee Engagement & Safety Supports Human Performance safety culture through active participation in safety meetings. Follows ergonomics and safety guidelines. Supports corporate initiatives. Demonstrates a commitment to continuous learning and development. Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.). Required/Basic Qualifications High School/GED degree Two (2) years related work experience Additional Preferred Qualifications Possesses advanced, fully competent knowledge of applications used in Distribution, Customer Experience and Services Exhibits flexibility and dependability during normal work schedule and after-hours emergency storm restoration Collaborates effectively in a team environment Advanced knowledge of system applications used in Distribution, Customer Experience & Services Authority of local ordinances, permits, and inspections Supports changing work environments, processes and policies Possesses effective written and verbal communication and interpersonal skills Possesses working knowledge of Microsoft Office Software Previous customer service experience Prioritizes work effectively Demonstrates good judgment in decision making Works independently in resolving problems Investigative, research and analytical skills for complex work order status, auditing and corrections (materials, financials, date management, etc.) Critical thinking to take appropriate action to resolve issues independently and with limited supervision Demonstrated ability to manage external communication and resolving escalated customer situations Working Conditions Hybrid – Work will be performed from both remote and onsite locations after the onboarding period. Hybrid employees should live within a reasonable commute to the designated Duke Energy facility. Office building Travel Requirements 5‑15%. Relocation Assistance Provided (as applicable). No Represented/Union Position. No Visa Sponsored Position. Equal Opportunity Employer Duke Energy is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, childbirth or related medical conditions, including but not limited to lactation, religion, national origin, ancestry, ethnicity, citizenship, sexual orientation, gender identity, gender expression, age, marital status, physical or mental disability, genetic information, medical condition, military status, or protected veteran status. Duke Energy complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination. #J-18808-Ljbffr