Program Manager Solution Growth & Adoption

Position Summary

At Black Hills Energy, the Program Manager – Customer Solutions Growth & Adoption is responsible for leading the development, execution, and growth of customer-facing programs across both regulated and non-regulated portfolios. This role is designed for a strategic thinker who is sales-minded, customer-focused, and skilled at working across a shared services model to drive results through influence rather than direct authority.

Essential Functions

• Lead the development and execution of customer-facing programs across both regulated and non-regulated portfolios.
• Design and implement program strategies that align with customer needs, business goals, and regulatory requirements.
• Collaborate across shared multiple partnerships (marketing, communications, customer service, operations) to enable outreach and program delivery through internal stakeholders.
• Drive customer engagement and program adoption using sales-minded approaches, data insights, and targeted campaigns.
• Tracks and validates adoption through tangible metrics and reporting to ensure program success.
• Monitor and report on program performance using KPIs such as customer acquisition, retention, satisfaction, margin, and compliance.
• Make recommendations for program modifications based on data and collaborate with leadership to discuss successes and opportunities within the program.
• Identify and evaluate new program opportunities through market research, customer feedback, and competitive analysis.
• Leads rollout of new programs, and maintains successful adoption/maintenance of existing programs.
• Support regulatory filings and compliance activities for regulated programs in coordination with legal, regulatory, and government affairs.
• Manage vendor and partner relationships to ensure service quality and alignment with program goals.
• Equip internal teams to serve as program ambassadors across our service territory through training, messaging, and support materials.

Additional Responsibilities

• Prepare and deliver presentations to internal and external stakeholders on program strategy, performance, and outcomes.
• Maintain awareness of industry trends, policy changes, and emerging technologies that may impact customer programs.
• Participate in cross-functional planning and strategy sessions to align customer solutions with broader company initiatives.

Pay Range

Pay Range: $86,700 - $130,500 (This posting includes the full pay range for this position. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.)

Reporting Relationship

Senior Manager – Customer Solutions

Location

Pueblo, CO

What Is Required

• Bachelor's Degree in finance, business, marketing, energy management or related area or equivalent combination of education and experience
• Five (5) years of relevant experience in utility programs, customer solutions, product management, or marketing.
• Ability to develop and evolve customer-facing programs based on insights, feedback, and market trends.
• Strong orientation toward customer acquisition, retention, and satisfaction—without being a direct sales role.
• Ability to lead through influence in a shared services model, driving alignment and accountability across teams.
• Skilled at working across departments (marketing, operations, customer service, regulatory) to drive shared outcomes.
• Ability to guide campaign strategy and equip internal stakeholders to serve as program ambassadors.
• Ability to speak to a variety of audiences to convey program information and training, such as large groups, leadership teams, technicians and field experts.
• Capable of managing multiple initiatives, timelines, and deliverables in a dynamic, multi-state environment.
• Strong written and verbal communication, with the ability to present ideas clearly to diverse audiences.

What Is Desired

• Master's Degree in business administration (MBA), public administration, or a related discipline is a plus.
• Experience working in cross-functional teams or shared service environments.
• Project Management Professional
• Proficient in analyzing KPIs, customer data, and program performance to inform strategy and improvements.
• Understanding of both regulated and non-regulated utility programs, including compliance and customer expectations.
• Self-motivated and flexible, with the ability to adapt to changing priorities and lead through ambiguity.
• Demonstrated ability to develop and manage customer-facing programs with measurable outcomes.

About our Company

We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Comprehensive Benefits Package

• Annual discretionary bonuses
• 401(k) (6% company match and up to 9% company retirement contribution)
• Tuition reimbursement
• Generous paid time off benefits, including paid holidays and parental leave
• Company paid life insurance and disability benefits (short and long term)
• Critical illness, accident & group hospital insurance
• Pet insurance
• An employee assistance program and well-being benefits
• Competitive medical, dental and vision insurance

Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran.