Customer Experience Mgr

Description

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies - Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

PRIMARY PURPOSE OF POSITION

This position serves as the lead advocate and strategists for developing an inspiring vision that captures how operations can transform its business around superior customer experience. Responsible for overseeing all aspects of multiple Operations Projects, assuring high level of customer satisfaction, while maintaining project budget and project scope. Align a high-level roadmap that prioritizes and sequences strategic initiatives and resulting targets. Manage the prioritization and execution of projects through collaboration of various business units. Partner with business subject matter experts and IT. Act as a Lead to support the Operations Leadership Team, is responsible for the management and implementation of short and long-term strategic initiatives and projects, process improvement and system information request, including determining the business requirements. Define major strategic levers and key strategic initiatives which will enable Operations to achieve a cohesive customer vision. Develop a customer model with an approach that will drive change for customer experiences. This position will manage cross functional suburban and city teams of 5-20 individuals in various intervals to identify opportunities and implement process improvements. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

• Function as the 'Voice of the customer' in the business transformation design process and help define the related business requirements. (25%)
• Develop the vision, strategy and model for Operations customer experience by interfacing with lines of business to create and define project requirements (25%)
• Interface with other departments involved in specific projects or engaged in similar work (20%)
• Conduct high profile issues research and management and assist company executives in resolving immediate issues/concerns (20%)
• Develop short and long range resource plans to ensure resource utilization is levelized and optimized (10%)

JOB SCOPE

• Significant contact with leadership of external business groups Leadership level accountability;
• Regional operations responsibilities across multiple sites Indirectly manage and provide direction for all of Customer operations Independent performer;
• Leadership-level decision making authority

Qualifications

MINIMUM QUALIFICATIONS

• BS degree in Business and 7 10 years' experience, or in lieu of degree, extensive (9-12 years) internal or external business experience
• Excellent Project Management skills
• Project Management Certification (desired).
• Knowledge of Business Controls
• Ability to lead high performing work teams - Ability to communicate to all levels of organization
• Strong PC skills (SAP/Passport, Excel, Access, Microsoft Project)
• Advanced skills in problem solving, conflict management

PREFERRED QUALIFICATIONS

• Demonstrated management experience, including ability to lead high performing work teams and development of employees.
• Demonstrated accountability with leadership with ability to connect with peers across the Exelon enterprise.
• Customer insight experience is a plus
• Customer process improvememt experience