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 PRIMARY PURPOSE OF POSITION

Perform general analysis and prepare reports to support business operations. Conduct modeling, forecasting, trending, variance analysis, business case development, and other general financial and operational analysis. Monitor and coordinate activities to support operational performance management (e.g., safety, reliability, service level, productivity, etc.). Research and provide statistical financial and operational information. Track, maintain, analyze and provide current information on the operation's business scorecard or key performance indicators (KPIs). Develop and organize performance reports for both internal and external use. Contribute to the development of shortterm and long-range business planning. Provide analytical and operational support to the business unit. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties PRIMARY DUTIES AND ACCOUNTABILITIES

- Connect and work with various external stakeholders (Illinois Commerce Commission, Better Business Bureau, Citizens Utility Board, Attorney General, etc.) to solve customer escalated complaints.

- Serve as the main point of contact for customers’ escalated inquiries, working with the customer and various internal departments to provide customers with a timely and accurate resolution.

- Provide premier customer experience by being a subject matter expert in Part 280, ensuring the complaint process adheres to all aspects of the Illinois Administrative Code of the Public Utilities Act

- Monitor and coordinate activities to support operational performance management (e.g., safety, reliability, service level, productivity, etc.).

- Track, maintain, analyze and provide current information on the operation's business scorecard or key performance indicators (KPIs).

- Prepare and analyze detailed standard and non-standard reports.

- Develop, organize and present detailed performance reports for both internal and external use.

- Provide analytical and operational support to the business unit.

Job Scope

JOB SCOPE

- This is an individual contributor position that works under general supervision and frequently performs non-routine work. This position is expected to resolve most questions and problems through interaction with internal and/or external stakeholders, executives, directors, managers, and staff across the organization, and refers only the most complex issues to higher levels. On occasion, may mentor less experienced colleagues.

- Position requires daily interaction with customers (via telephone & email), key internal and external stakeholders, directors, managers and staff across the organization.

- May require working extended hours and/or shift work to support business operations.

Minimum Qualifications

MINIMUM QUALIFICATIONS

- Bachelor's degree in Business or Engineering AND 2 - 4 years related business experience, or in lieu of Bachelor's degree, a minimum of 3 - 6 years relevant business experience is required.

- General understanding of applicable standards, methods, processes and practices, business fundamentals, and performance metrics in the specific functional area supported by this position (e.g., asset management, electric or gas operations, customer service, transmission and substation, distribution system operations, regulatory and external affairs, transmission operations and planning).

- General proficiency in standard software applications (e.g., Microsoft Word, Excel, Access, PowerPoint, Project), specialized business technologies and applications (e.g., workforce management, project management, PassPort, Brio, CIS, EPS, Business Objects, SAP planning, business modeling, forecasting, voice response unit, automatic call distributors, work management, outage management) to retrieve and analyze data in support of business needs.

- Ability to provide general analysis and apply managerial accounting concepts, customer intelligence gathering, forecasting, staff planning, scheduling, analytical and statistical problem solving, financial, accounting, business and budget analysis. General analytical skills for project evaluation including analysis of projects with economic, financial, risk and decision analysis.

- General analytical skills for project evaluation including analysis of projects with economic, financial, risk and decision analysis. Experience in business case development and ability to effectively present business cases to business unit leadership.

- Customer driven with good oral and written communications skills and general analytical, problem solving and project management skills.

- General knowledge of the practices, procedures and principles of performance analysis (trending, root cause and gap analysis) benchmarking and audit compliance. Ability to analyze organizational data and problems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets.

Preferred Qualifications

PREFERRED QUALIFICATIONS

Bachelor's degree in Business or Engineering AND 2 - 4 years related business experience, or in lieu of Bachelor's degree, a minimum of 3 - 6 years relevant business experience is required.

Three or more years of customer service experience

Knowledge in customer programs (CC&B, MDM, Passport, NetCadOps)

Benefits Benefits

- Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $64,800.00/Yr. – $89,100.00/Yr.

- Annual Bonus for eligible positions: 10%

- 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.