Director, Customer Care Operations

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

Benefits offered by this job

401(k) match

Medical, dental and vision insurance

Life and disability insurance

Generous paid time off

Employee Assistance Program

Tuition reimbursement

Adoption and surrogacy assistance

Fitness reimbursement

Job summary

Exelon is seeking a senior leader to direct a Customer Services operations organization in the Philadelphia area. You will oversee management and bargaining unit staff, drive performance, and ensure safety and service quality for internal and external customers.

The role emphasizes cost control, collaboration with unions, and continuous process improvements while supporting key financial targets and 24x7 energy delivery coverage during storms and emergencies.

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 Sustains High Performance in Ambiguous Situations Promotes Diversity Creates Competitive Advantage

Responsibilities

• Direct management employees in the development of strategies and implementation of tactics in support of business and financial plans. (≤140 chars)
• Coordinate scheduling of work and collaborate with Contact Center Support teams. (≤140 chars)
• Review and approve departmental expenditures.
• Develop, direct, manage, evaluate and instruct managers of bargaining unit or non-exempt line employees in the department.
• Evaluate management, supervisory and line employee performance and develop programs to enhance job skills and motivate toward department goals.
• Develop working relationships with union to reduce misunderstandings and resolve labor disputes.

Skills

Leadership

Managerial experience

Supervisory experience

Project management

Customer information systems

Computer literacy

CBA knowledge

Dispute resolution

Education

Bachelor degree preferred

15+ years relevant experience

Job description

Exelon is seeking a senior leader to direct a Customer Services operations organization in the Philadelphia area. You will oversee management and bargaining unit staff, drive performance, and ensure safety and service quality for internal and external customers.

The role emphasizes cost control, collaboration with unions, and continuous process improvements while supporting key financial targets and 24x7 energy delivery coverage during storms and emergencies.