Sr eChannel Program Mgr

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Location: OAK BROOK, IL, United States
Organization: ComEd
Job ID: 240539
Date Posted: Jul 9, 2022
Job: Customer Service

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Job Description

Description

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

At Exelon, we are 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 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 empowered to evolve and advance our careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come and stay. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives and health and retirement benefits.

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, mobile, 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 24 x 7 coverage during storms or other energy delivery emergencies.


PRIMARY DUTIES AND ACCOUNTABILITIES

  • Responsible for development, implementation 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%)
  • Collaborate with IT on technology and other departments, such as legal, to implement eChannel strategy and enhancements. (30%)
  • Provide oversight and management of the eChannel Governance Committee (s). Coordinate meetings, track issues, provide guidance on policies, procedures, best practices 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. (5%)
  • Support other business units and departments with training on eChannel content management system, web best practices, and web guidelines. (5%)
  • Coordinate, support, and provide counsel for other business related projects that impact corporate website on an as needed basis. (10%)
  • May manage the performance of personnel (depending on scope of eChannel) and offer counsel and advise regarding appropriate developmental needs and/or performance improvement opportunities. Lead and coach team members to improve performance and meet or exceed expectations (10%)


JOB 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.


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