Mgr, Customer Technical Operations Support & Delivery

Who We Are: 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 - 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).

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:

The Manager, Customer Operations Support and Delivery, plays a vital role in driving operational excellence across the organization. By balancing cost controls with services 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.

Primary Duties:

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:

Preferred Qualifications:

The preferred qualifications for a Platform Delivery Team Manager include a strong technical background, specifically within the CC&B platform. This encompasses practical experience with CC&B configurations, a thorough understanding of CC&B rate structures, familiarity with CC&B code (including Groovy and PL SQL), and proficiency in SQL. Additionally, a strong understanding of Exelon's meter-to-cash business processes is highly desirable for this role.

Benefits: Benefits

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.