Manager of Customer Experience – Residential Energy Efficiency

Location: OAK BROOK, IL, United States
Organization: ComEd
Job ID: 231316
Date Posted: May 4, 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

Responsible for overseeing all aspects of multiple Customer Experience projects, assuring high level of customer satisfaction, while maintaining project budget and project scope for Customer Solutions and Energy Efficiency.  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 Solutions and Energy Efficiency 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 will 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

 Item

Accountability

%

1

Provide counsel, direction and evaluation of customer programs and associated personnel

25%

2

Develop the vision, strategy and model for customer experience through interface with lines of business to create and define initiative requirements

25%

3

Interface with other departments involved in specific projects or engaged in similar work

20%

4

Create and drive project management tracking tools including on-time delivery of milestones, cost, and quality

20%

5

Develop short and long range resource plans

10%

 

POSITION SCOPE

  • Significant contact with leadership of external business groups
  • Lead data analysis and recommendation development in support of customer adoption and experience through ComEd delivered programs
  • Leadership level accountability
  • Indirectly manage and provide direction for all of Customer operations
  • Independent performer; Leadership-level decision making authority

 

Qualifications

POSITION SPECIFICATIONS

Minimum:

- 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:

- Residential and Low-Income Energy Efficiency work experience, including regulatory requirements

- Strong analytic skills

- Program and contract management experience

- Project Management Certification

 

 

 

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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