An Important Message about Exelon Recruitment during COVID-19

We hope that you and your loved ones are managing through this challenging and uncertain time. The COVID-19 pandemic has demanded unprecedented changes to our daily lives. That said, what hasn’t changed for us is the vital work we do, and our commitment to ensuring the safety of our candidates, employees, customers, and communities. While our hiring process looks a bit different today, with 100 percent virtual interviewing and other solutions in place to facilitate proper social distancing, we remain focused on powering possibilities for new talent who are ready to join us in making a difference. As always, you can find our available opportunities here. We truly appreciate your continued interest in opportunities with Exelon and our family of companies.

eChannel Program Mgr (IVR)/Supervisor

Location: OAK BROOK, IL, United States
Organization: ComEd
Job ID: 229511
Date Posted: Mar 1, 2021

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Job Description

Description

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!


PRIMARY PURPOSE OF POSITION
This position is responsible for development, implementation and maintenance of the company’s eChannels. Responsible for ensuring that all e-Channels are aligned and utilized strategically including but not limited to web, text, IVR, mobile, social media, vendors and other third party websites. Manages all content and content-related projects for eChannels. Writes, edits, and proofreads new content and acts as editor/publisher, coordinating content updates and changes from contributors across the company. Responds to issues and concerns that may impact eChannels and corporate brand. Develops and provides training to ensure that all documents meet established content standards and works with IT to assess any technical challenges. Must be familiar with a variety of eChannel concepts, practices, and procedures and rely on experiences and judgment to plan and accomplish goals. Supports content contributors with eChannel content updates and provides counsel on eChannel based projects for all business organizations within ComEd. Leads enterprise-wide eChannel governance activities. Works with e-Channel Manager to develop strategic direction of the eChannels, demonstrating knowledge of industry best practices and identifying opportunities for enhancements that support business and policy goals. Ensures consistency through compliance with appropriate eChannel guidelines. Works with IT to evaluate and recommend technology and usability improvements as well as analyzing and reporting on metrics of eChannel performance. Reports directly to the e-Channel Manager.


Position may be required to work extended hours, including 24x7 coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

  • Responsible for development, implementation and maintenance of e-Channels IVR that supports Care Center operations.  This including menu flow development and updates; consistent analysis for improvements; ongoing IVR strategy; and measurement and tracking of IVR performance, usability and Customer Satisfaction results.
  • Collaborate with IT on technology and other departments, such as legal, to implement eChannel IVR  strategy and enhancements.
  • Provide oversight and management of the eChannel IVR Governance Committee (s). Coordinate meetings, track issues, provide guidance on policies, procedures, best practices, innovative solutions and technical assistance. Ensure recommendations are presented to the respective Executive Council’s and ensure that strategies support business goals and are in compliance with company policy and regulations.
  • Support other business units and departments with training on IVR  content management system, and  best practices.
  • Coordinate, support, and provide counsel for other business related projects that impact the ComEd IVR ongoing and as needed basis.
  • May manage the performance of personnel (depending on scope of eChannels) and offer counsel and advise regarding appropriate developmental needs and/or performance improvement opportunities. Lead and coach team members (includes one full-time employee, and one contractor) to improve performance and meet or exceed expectations.  

POSITION SCOPE

  • Must work effectively with direct manager and partner with the IT department.
  • Involves proactive communication and site planning, execution, project management and a high level of coordination with leadership, content owners and other employee and external communications personnel.
  • This position may manage (depending on scope of eChannel) a group of 3 to 4 business analysts responsible for any eChannel administrative tasks including data manipulation, reporting and research
  • Requires independence in planning, execution, and reporting of technology issues.
  • High level of creativity and technological experience required.
  • Required travel.
  • Works under minimal supervision.

 

Qualifications

MINIMUM QUALIFICATIONS
  • 4-year relevant degree and a minimum of 5 - 8 years of related business experience with demonstrated eChannel (web/IVR/Social Media) management experience or in lieu of Bachelor’s degree, a minimum of 9 - 12 years relevant business experience is required.
  • Knowledge of new media technology, web/IVR/ Social Media best practices and usability.
  • High degree of interpersonal and communications skills, and knowledge of technology and new media.
  • Proven project management ability.
  • Excellent oral and written communications skills.
  • Ability to interact with all levels of staff including senior executives.
  • A high level of independence is critical

PREFERRED QUALIFICATIONS
  • Proficient in eChannel applications, layout, design and usability.
  • Broad experience in marketing communications.
  • Broad experience in customer services and market research.

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

EEO is the Law Poster
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