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eChannel Program Manager (Web)

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Location: OAK BROOK, IL, United States
Organization: ComEd
Job ID: 229963
Date Posted: Apr 5, 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

 

PRIMARY PURPOSE OF POSITION

This position is responsible for development, implementation, testing and maintenance of the company’s eChannels, specifically desktop web, mobile web, mobile app, preference center notifications, Search Engine Optimization (SEO), Google Analytics, Google Search Console and Google AdWords.  Responsible for ensuring that all e-Channels are aligned and utilized strategically including but not limited to web, text, mobile, vendors and budgeting responsibilities. Manages all content and content-related projects for eChannels. Writes, edits, and proofreads new content and acts as editor/publisher, 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 web/app/SEO/AdWords 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 eChannels 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. Plays key role in eChannels planning, testing and execution of projects involving ComEd’s eChannels. Ensures consistency through compliance with appropriate eChannel guidelines. Works with IT and other Exelon operating companies to evaluate and recommend technology and usability improvements as well as analyzing and reporting on metrics of eChannel performance. This position is also responsible for triaging and responding to customer issues that surface via the web and mobile sites and applications. Product and Project Manager for key initiatives across the ComEd web space in both the Agile and Waterfall environments.  Reports directly to the eChannels Manager.


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

PRIMARY DUTIES AND ACCOUNTABILITIES

Item

Accountability

%

1

Responsible for development, implementation, testing and maintenance of e-Channels, including content development and updates; consistent branding and design; ongoing eChannel strategy; and measurement and analysis of eChannel performance and usability. 

 

 

40

2

Collaborates with IT and other operating companies on technology and other departments, such as legal, to implement eChannel strategy and enhancements.

30

 

 

3

Provides oversight and management of the eChannel Governance Committee(s). Coordinates meetings, tracks issues, provides guidance on policies, procedures, best practices, and technical assistance. Ensures recommendations are presented to the respective Executive Councils and ensures that strategies support business goals and are in compliance with company policy and regulations.

 

 

5

4

Supports other business units and departments with training on eChannel web and mobile content management system, best practices and guidelines.

5

5

Coordinates, supports and provides counsel for other business-related projects that impact corporate website on an as needed basis.

10

 

  6

May manage the performance of personnel (depending on scope of eChannel) and offer counsel and advice regarding appropriate developmental needs and/or performance improvement opportunities. Leads and coaches team members to improve performance and meet or exceed expectations

 

10


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.   
  • May require working extended hours and/or shift work to support business operations.           
  • Requires participation in an Emergency Preparedness role to support storm and emergency activity.

 

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.

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