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

Responsible for overseeing all aspects of multiple Customer Service projects, assuring high level of customer satisfaction, while maintaining project budget and project scope. Manage the prioritization and execution of projects through collaboration of various business units. Partner with business subject matter experts and IT. Operating as Lead support to Customer Operations Leadership Team, primarily responsible for the management and implementation of short and long-term strategic initiatives and projects, process improvement and information request, including determining the business requirements. Define major strategic levers and key strategic initiatives which will enable achieving a cohesive customer vision. This position may manage a small team 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

• Provide oversight, counsel, direction and evaluation of project management and/or customer programs and associated personnel (25%)
• Develop the vision, strategy and model for customer experience through interface with lines of business to create and define initiative requirements (25%)
• Interface with other departments involved in specific projects or engaged in similar work (20%)
• Create and drive project management tracking tools including on-time delivery of milestones, cost, and quality (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
• Lead data analysis and recommendation development in support of customer adoption and experience through delivered programs
• Leadership level accountability
• 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, 9-12 years internal or external relevant experience
• Excellent Project Management skills
• 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

• eChannels work experience including but not limited to the ability to manage multiple channels of offerings to customers including Preference Center, Web, Mobile App, Mobile Web, and IVR.
• Ability to work across peer groups and OpCos to further support world class customer experiences.
• Program and vendor management experience.
• Ability to collaborate across the business as new products and investments are implemented in support of the Customer Flight Path.