Customer Care Operations Leader

Exelon; Philadelphia (Philadelphia County); On-site; USD 108,000 - 149,000; Full time

Benefits offered by this job

Annual salary: $108,000–$148,500 peryr

Annual bonus: 20%

401(k) match

Medical, dental and vision insurance

Life and disability insurance

Generous paid time off

Employee Assistance Program

Wellbeing programs

Referral bonus

Job summary

Exelon is hiring for a senior leadership role overseeing the Customer Care Center. You will direct management and bargaining unit relations, plan strategies, and manage a multi-million-dollar budget to optimize service quality.

The role requires strong leadership, program management, and change-management skills, with a focus on safety, collaboration, and customer satisfaction across a large utility footprint.

Qualifications

• Bachelor degree preferred and 8-10 years experience in EED business unit, or in lieu of degree extensive (min 15+ years) internal or external experience.
• Demonstrated leadership, managerial and supervisory experience.
• Detailed knowledge of collective bargaining agreements (CBA) and related procedures, policies and processes.
• Proven experience in managing the employee dispute resolution or grievance process.
• General understanding of customer information systems.
• Demonstrated computer literacy.
• Demonstrates strong project management skills.
• Demonstrates leadership in EED competencies: Drives for Accountability and Achieves Results; Fosters Teamwork and Collaboration; Applies Continuous Learning and Improvement.

Responsibilities

• Direct management employees in development of strategies and implementation of tactics; coordinate scheduling and review expenditures.
• Develop, direct, manage and instruct managers of bargaining unit or non-exempt line employees; evaluate performance and motivate toward department goals.
• Develop plans with union to reduce misunderstandings and resolve labor disputes; manage activities per the CBA.
• Design, implement, and monitor process improvements.
• Interface with other units to ensure timely completion of work and service internal/external needs.
• Establish and maintain a safe work environment and productive facility.

Skills

Leadership

Project management

Dispute resolution

Customer service

Communication

Education

Bachelor degree preferred

Job description

Exelon is hiring for a senior leadership role overseeing the Customer Care Center. You will direct management and bargaining unit relations, plan strategies, and manage a multi-million-dollar budget to optimize service quality.

The role requires strong leadership, program management, and change-management skills, with a focus on safety, collaboration, and customer satisfaction across a large utility footprint.