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?

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.

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 Accountabilities :

• 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 support 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 :

Minimum Qualifications :

Preferred Qualifications :

Benefits :