Mgr, Customer Technical Operations Support & Delivery

Manager, Customer Operations Support And Delivery

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. 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

The Manager, Customer Operations Support And Delivery, plays a vital role in driving operational excellence across the organization. By balancing cost controls with service level needs, this role ensures the organization meets its strategic goals while delivering high-quality customer support. The role's emphasis on leadership development, process optimization, and cross-functional collaboration ensures that the team is well equipped to handle the complexities of customer operations, ultimately contributing to improved customer satisfaction, operational efficiency, and the successful delivery of key initiatives.

Note: This is a hybrid position (in-office with remote flexibility). Employees are required to be in office at least three days per week (Tuesday, Wednesday, and Thursday). This position must sit out of our Baltimore - MD or Oakbrook Terrace -IL office. This position is not eligible for relocation assistance.

Primary Duties And Responsibilities

Operational Oversight: Manage business exception volumes related to Customer Care & Billing (CC&B) and Meter Data Management (MDM). Oversee system configurations and rate adjustments to support business initiatives.

Cross-functional Collaboration: Represent Exelon in interactions with other business units regarding projects and tools. Ensure effective collaboration and communication across departments to support process improvements and drive system convergence.

Resource Management: Oversee the allocation and management of resources for capital projects and testing. Ensure resources are utilized effectively to meet project requirements and support successful outcomes.

Technology and Process Optimization: Manage automation tools and technology to optimize workflows and address business challenges. Implement and utilize these tools to drive operational efficiency.

Strategic Planning and Execution: Develop and manage business plans to balance cost control with service needs. Ensure these plans align with organization goals and adapt them to meet evolving demands.

Leadership and Development: Provide leadership and development opportunities for direct reports, creating an environment that supports high performance and continuous learning. Conduct performance planning and appraisal process, offering timely and constructive feedback.

Change Management: Act as a change agent, ensuring business initiatives consider the human element and recognizing employee contributions. Promote diversity and inclusivity within the team.

Stakeholder Engagement: Coordinate and support OpCo for regulatory and customer experience projects. Engage with all levels of leadership to ensure strategic alignment and support for initiatives.

Job Scope

Coordinate and support OpCo for regulatory and customer experience projects. Monitor and evaluate performance, providing feedback and fostering a high-performance culture. Develop and maintain effective relationships with contractor management, ensuring alignment with business requirements and organizational standards. Engage with all levels of Exelon leadership to ensure strategic alignment and support for strategic initiatives. Collaborate with frontline and contract staff to troubleshoot problems and optimize operations. Oversee the management of business exception volumes related to Customer Care & Billing (CC&B) and Meter Data Management (MDM). Process system configurations and rate adjustments to support business initiatives and customer experience.

Collaborate with Operating Companies (OpCo) to drive process and system convergence, enhancing operational efficiency and effectiveness. Manage automation tools and technology to optimize workflows and address business challenges, ensuring they are effectively implemented and utilized.

Minimum Qualifications

Bachelor's degree in business, Operations Management, or a related field with 7-10 years of relevant customer experience and/or operations. Alternatively, 9-12 years of relevant experience in lieu of a bachelor's degree.

Proven leadership ability in fostering a high-performance culture and driving culture change within a matrixed organization.

Demonstrated ability to build consensus, communicate effectively, engage others in processes, and hold team members accountable.

Demonstrated experience in developing and implementing process enhancements and efficiencies, including the use of technology and performance metrics.

Proven track record of driving continuous improvement initiatives within a support organization.

Strong business acumen with the ability to understand and address customer needs, creating value through effective support and strategic initiatives.

Demonstrated ability to achieve results, establish trust, and foster positive customer interactions by integrating customer experience principles into support strategies.

Understanding of industry best practices related to CIS systems and customer operations.

Deep understanding of Customer Care &Billing (CC&B) including architecture, functionality, and integration with other enterprise systems.

Proficiency in troubleshooting technical issues related to CC&B platforms and guiding team members in complex problem-solving scenarios.

In-depth understanding of customer business processes related to CC&B systems to ensure effective support and alignment with customer needs.

Strong analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to enhance support operations.

Preferred Qualifications

Extensive knowledge of utility business processes, including customer service, billing, collections, and field services.

Hands-on experience with Oracle CC&B functionality, including:

Service Orders Billing and Payments Customer Information System (CIS) modules.

Workflow and batch processing.

Strong SQL skills for data extraction, transformation, and analysis across relational databases.

Ability to translate business requirements into technical specifications, bridging the gap between business stakeholders and IT teams.

Experience in data mapping and integration between CC&B and other enterprise systems (e.g., CRM, ERP, outage management).

Familiarity with reporting tools (e.g., Power BI, Tableau, or Oracle BI) to support business intelligence and operational dashboards.

Understanding of data governance and quality assurance principles in a utility context.

Experience with process automation and optimization, including identifying opportunities for system enhancements.

Ability to troubleshoot and resolve functional and technical issues within CC&B and related systems.

Strong communication skills to collaborate across cross-functional teams, including business analysts, developers, and project managers.

Experience with Agile or hybrid project methodologies in utility or enterprise software implementations.

Benefits

Annual salary will vary based on a candidate's skills, qualifications, experience, and other factors: $120,800.00/Yr. – $166,100.00/Yr.

Annual Bonus for eligible positions: 20%

401(k) match and annual company contribution

Medical, dental and vision insurance

Life and disability insurance

Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave

Employee Assistance Program and resources for mental and emotional support

Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement

Referral bonus program

And much more