eChannels Manager

Job Description

Description

Be a part of something powerful at America's leading energy provider!

At Exelon, our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are a Fortune 200 company united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities -- 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). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.

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, including 24 x 7 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 
• Develop the vision, strategy and model for customer experience through interface with lines of business to create and define initiative requirements 
• Interface with other departments involved in specific projects or engaged in similar work 
• Create and drive project management tracking tools including on-time delivery of milestones, cost, and quality 
• Develop short and long range resource plans to ensure resource utilization is levelized and optimized 

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 8 - 10 years experience, or in lieu of degree extensive (15 + years) internal or external business 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

• Experience with managing people in an agile project based environment
• Technical background with knowledge of software development and digital technologies
• Proven ability to collaborate effectively across business areas and operating companies
• Project Management Professional (PMP) Certification