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Sr Program Manager - Hybrid - Oak Brook, IL (ComEd New Programs and Pilots)

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Location: OAK BROOK, IL, United States
Organization: ComEd
Job ID: 248905
Date Posted: Jun 12, 2023

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Job Description

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

Serve as the Sr. Program Manager for the ComEd Marketplace and other new programs. The Marketplace is a customer service platform from which ComEd customers obtain information about and access to select products and services that help them better understand, manage, and control their energy use. ComEd partners with multiple third-party fulfillment providers (sellers) who carry inventory for products and handle order fulfillment.

This position will work closely with a vendor team in managing the day-to-day operations of the Marketplace. This involves interfacing with multiple departments, including but not limited to the Company’s Marketing, eChannels, IT, Energy Efficiency, Call Center, and third-party seller organizations – which together serve an important role in offering solutions to our customers that enable them to better manage or save on their energy usage. 

This position will also require continued partnership with other program managers to build awareness of the Company’s existing portfolio of energy savings offerings – specifically those focused on renewables (solar, electric vehicles, battery storage) and connected home bundles as well as provide support for onboarding and evaluating new programs that are being considered for addition to the ComEd roadmap and portfolio            

The right candidate will have a key role in setting the future vision for the Marketplace, as well as any other new programs being managed – from driving incremental feature enhancements and expanding our product catalog to offering new services and raising awareness of all the various programs our customers may be eligible for. To this end, the right candidate will be responsible for helping the Company’s customers compare and contrast energy-related products and services to make more informed choices to better manage and control their energy footprint.

Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.


PRIMARY DUTIES AND ACCOUNTABILITIES

  • Lead the day-to-day operations of the ComEd Marketplace. This includes coordination between Marketing, Energy Efficiency, IT, Finance, and third-party sellers.
  • Provide vendor oversight for Marketplace contractors and third-party sellers.  Coordinate with IT to ensure optimal performance of the Marketplace platform. Assist and advise other personnel with responses to internal and external inquiries. 
  • Coordinate and report on Marketplace performance. Develop performance indicators and tracking mechanisms to monitor and report results. Prepare forecasts, review, and analyze reports, controls, and other financial & operational information.  
  • Foster a culture of continuous improvement in the customer experience by driving improvements in business processes, platform functionality, customer inquiries, etc.  This includes monitoring Marketplace, third party seller performance, customer engagement and satisfaction.
  • Coordinate work plans to implement corrective actions that are identified as a result of performance assessments.
  • Coordinate with stakeholders on the development and implementation of Marketplace IT projects, enhancements, and or releases as required.
  • Lead change management activities for IT projects, new Marketplace offerings, and initiatives. Develop and implement training of employees and external personnel for new processes and procedures. Develop and implement effective business continuity procedures.  


JOB SCOPE

  • This is an individual contributor position that works independently with only general direction, relying on knowledge skills and judgment acquired through education and relevant experience to plan and accomplish assigned tasks and goals. The position regularly mentors less experienced colleagues.
  • Direct Reports = 0
  • Indirect MAST = 4
  • Indirect Craft = 0
  • This position has a direct impact on the success of the Company’s customer-facing portfolio through Marketplace offerings for residential customers. In light of this, oversee planning and business case development in support of the customer portfolio roadmap.
  • This position is key to maintaining the company's image and good standing with customers, regulators, and shareholders with regards to refining Marketplace operations, functionality, and offerings that have a direct link to the customer experience.
  • The ability to build relationships across the organization is critical as it requires interfacing with many internal departments and third-party sellers.
  • Supports development of Marketplace strategy – including planning for future platform functionality, and establishment of business plans/ and objectives. Develops performance indicators and tracking mechanisms to monitor results.

 

Qualifications

MINIMUM QUALIFICATIONS

  • Bachelor's degree in a business or S.T.E.M. field with 4-7 years of related business experience OR in lieu of bachelor's degree, 6-9 years of related business experience.
  • Comprehensive understanding of applicable standards, methods, processes and practices, business fundamentals, and performance metrics in the specific functional area supported by this position (e.g., electric or gas operations, customer service, transmission and substation, distribution system operations, regulatory and external affairs).
  • Advanced proficiency in standard software applications (e.g., Microsoft Project, Visio, Excel, & PowerPoint), and relevant specialized business applications (e.g., project portfolio management, requirements/test management, CIS/CRM, customer self-service, telephony, EPS, EAM, work management, & outage management) to support business needs.
  • Demonstrated business acumen and ability to create value with strong problem solving, analytical/financial, negotiation, and conflict management skills and a willingness to accept increased responsibilities.
  • Demonstrated ability to build consensus, establish trust, meet critical deadlines, communicate effectively, and accept accountability of multiple tasks.
  • Customer driven with demonstrated excellent written and oral communication skills and ability to interact with people of all levels.
  • Demonstrated ability to develop and implement process enhancements and efficiencies including new technology


PREFERRED QUALIFICATIONS

  • MBA or Master's degree in a business or S.T.E.M. field.
  • Comprehensive knowledge of the practices, procedures and principles of project management. Ability to analyze complex business processes and systems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets.
  • Certification as : Certified Associate in Project Mgmt (CAPM) OR Project Management Professional (PMP) OR Six Sigma Black Belt
  • Demonstrated strong analytical skills for project evaluation including analysis of complex projects with economic, financial, risk and decision analysis. Proficient in business case development and ability to effectively present business cases to business unit leadership.
  • Demonstrated ability to build consensus, establish trust, meet critical deadlines, communicate effectively, and accept accountability of multiple tasks.
  • Certification as: Certified Associate in Project Mgmt (CAPM) OR Project Management Professional (PMP) OR Six Sigma Black Belt
  • Comprehensive knowledge, work experience or background in:
    • Managing the day-to-day operations of an ecommerce site
    • Web/digital marketing tactics, campaigns, and promotions
    • Vendor management and coordination with third party sellers
    • Contracting and invoicing processes
    • Driving improvements in Customer experience / satisfaction
    • Working with IT on platform enhancements, releases, etc



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