Mgr Optns Plng & Analysis

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, 20,000 colleagues strong serving more than 10.7 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).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

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 PRIMARY PURPOSE OF POSITION

Responsible for managing the quality and performance standards of operations team. Ensure high level of service to internal and external customers. Includes quality monitoring and development of performance metrics. Conducts analysis on patterns and behaviors recommending next steps, policies and procedures to ensure that service level standards are met or exceeded. Provides guidance, feedback and direction to the management team to ensure effective and efficient operations. Works closely with the Training and Regulatory groups to evaluate and improve team performance. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties PRIMARY DUTIES AND ACCOUNTABILITIES

- Direct, manage and supervise the team to ensure end-to-end integration of process across the organization.

- Develop, design and deliver just-in-time training programs to prepare the organization for business process and regulatory changes.

- Provide leadership and development of all internal teams. Provides accurate and timely feedback regarding performance and operations to team

- Develop and manage performance metrics to insure training program quality and performance improvement within the organization.

- Manage the vendor relationships to ensure the effectiveness.

- Design, implement, evaluate and measure processes to audit and improve performance, customer and employee satisfaction

- Continuously improve the team processes by using data and our tool sets effectively.

Job Scope

JOB SCOPE

- Responsible for managing the quality of team's performance. Conducts analysis on patterns and behaviors recommending next steps, policies and procedures to ensure that customers are handled appropriately.

- From an employee perspective, ensures that appropriate training and coaching is in place.

- Sets the parameters for audits.

- Provides guidance, feedback and direction to the management team to improve performance

- Works closely with the Training and Regulatory groups to evaluate and improve team performance

- Significant contact with leadership team

- Leadership level accountability; Regional operations responsibilities.

- Direct supervision for 6 or more individual contributors.

- Independent performer; Single point of contact with groups external to the work group and external to the company. Significant vendor interface required

- Leadership-level decision-making authority

Minimum Qualifications

MINIMUM QUALIFICATIONS

- Bachelor's Degree and 7-10 years' experience or in lieu of degree, 9-12 years relevant internal and/or external experience

- Proven ability to minimize operating costs through effective planning

- Demonstrated ability to lead a high performing work tea

- Excellent leadership and communication skills

- Strong quantitative skills and analytical ability

- Must possess a strategic focus as well as an operational, implementation and detail-oriented perspective

- Ability to design and develop strategies to support business goals . Must possess a strategic focus as well as an operational, implementation and detail-oriented perspective

Preferred Qualifications

PREFERRED QUALIFICATIONS

- Care Center and/or Training Experience

- Advanced Degree

- 3-5 years of supervisory experience

Benefits

- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $104,800.00/Yr. – $144,100.00/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

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.