Southern California Edison Manager of Customer Support Operations in Irwindale, California

Job Description

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About Customer & Operational Services

Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.

Position Overview

Manager of Customer Support Operations, in Customer Choice Services, will be responsible for achieving objectives through delegation of responsibility to direct reports. They will perform duties including managing performance, ensuring talent development and diversity and inclusion; providing leadership, coaching and career development; setting processes, organizing resources and providing direction to accomplish goals and objectives; and communicating business and operational developments/issues to their own team. Customer Support Operations Managers lead teams that direct and coordinate customer care activities related to billing and payment inquiries, service requests, energy rates and product/service inquiries, energy efficiency, company communications, and customer complaints. The Manager will develop, recommend, and implement programs and processes to support customer needs and develop and implement training programs and establish service standards for internal and external stakeholders. The Manager will ensure dedicated support teams provide timely responses to customer inquiries by telephone and/or e-mail or web-form process third-party and customer inquiries and troubleshoot and resolve customer complaints. They take responsibility for training, productivity and work-product accuracy and for maintaining balanced workloads.

Typical Responsibilities:

This Manager will be responsible for ensuring day-to-day support of customer care functions for CCS account managers and project managers. The Manager will lead a team of Analysts and Sr. Analysts whose focus will be to coordinate and solve routine and complex billing, credit, 3rd Party account issues, and provide project support and coordination for CCS programs – Customer Choice Aggregation (CCA), Direct Access (DA), and emerging third party DR programs.

  • Interface and/or collaborate with clients, direct reports, internal stakeholders, industry associations/ other utilities, and other managers to develop solutions and facilitate cooperation between departments.

  • Develop and implement strategic plans that have a high impact on the organization. Facilitate forums to capture the requirements of business strategy and develop actionable plans for implementation. Strategically align resources to optimize productivity.

  • Establish and maintain budgets, project timelines and communication strategies and plans for dissemination to broad, internal and external audiences.

  • Make, recommend and/or approve employment decisions (e.g., hiring, promotion, appropriate pay, rewards/recognition, succession planning, and termination). Manage, coach, direct and develop a team of analysts, account managers, and project managers. Establish performance expectations and goals aligned with Company objectives, policies and procedures.

  • Analyze and assess workload of CCS team in order to assign special projects to ensure that all projects within Customer Choice Services operations are completed on time and within scope. Manage and coordinate operational activities on a daily basis.

  • Represent Customer Choice Services as subject matter expert and key decision maker in projects relating to Customer Care, Regulatory, Procurement, Marketing, Rates, and other issues such as billing, program processes, compliance and CCS data management.

  • This position will lead small to medium projects supporting the CCS operations and resources required to implement new CCAs and Direct Access, working with CCS team and cross functionally with CSOD, IT, and 3 rd party entities to resolve operational issues.

  • This position will be responsible for developing related business plans, objectives, and initiatives for Customer Choice Services customer care operations support team in alignment with business strategy and customer requirements, while ensuring that company and department policies, processes, rules and procedures are adhered to.

  • This position will have significant input and will ensure all corporate policies and rules and regulations are maintained and documented as it pertains to Consumer Affairs, customer complaints, Claims, Compliance and issue resolution as it pertains to customer care issues.

Qualifications

Minimum Qualifications

  • Bachelor’s Degree or higher in Business Administration, Management, Finance, or related discipline.

  • Five (5) or more years’ experience managing an Operational or Customer Service Organization providing customer care, customer support services or program/project management support.

Desired Qualifications

  • Minimum 3 years of utility industry experience.

  • Project Manager Certification, Business Energy Professional Certification, or Certified Energy Manager Certification.

Comments

  • Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.

  • Relocation may not apply to this position.

Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.

SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.