Mgr Customer Care

Pepco; 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

Paid time off

Job summary

Pepco is seeking an experienced Customer Care Center leader to plan, direct, and monitor operations for optimal service quality and productivity. You will manage bargaining unit and non-exempt staff, drive performance, and ensure safety and compliance across the facility.

The role requires strong leadership, union relations experience, and a track record of process improvements. Expect responsibilities spanning budget accountability and cross‑unit collaboration to meet operational goals.

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 high levels of 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.
• Develop plans to evaluate scheduling, coordinate operations, and approve expenditures.
• Lead union-related relations and resolve labor/management issues per the CBA.
• Design, implement, and monitor process and procedural improvements.
• Interface with other units to ensure timely completion of work and meet customer needs.

Skills

Leadership

CBA knowledge

Dispute resolution

Customer information systems

Project management

Executive/managerial experience

Problem solving

Education

Bachelor's degree preferred

Tools

CRM systems

Job description

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

Plan, direct, manage and monitor the activities of a Customer Services operations organization including management, non-exempt and bargaining unit employees. Maintain and deliver optimum quality of service to internal and external customers. Maximize employee performance and overall productivity. Implement standards and programs to improve processes, increase customer satisfaction, improve productivity, and meet or exceed financial and operational performance targets. Responsible for the safe and efficient operation of the facility it's occupants. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

Primary Duties

• Direct management employees in the development of strategies and implementation of tactics in support of business and financial plans. Coordinate and evaluate scheduling of work within the area. Coordinate operations activities with Contact Center Support teams. Review and approve all departmental expenditures. (30%)
• 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 and new processes to enhance job skills and motivate employee towards department goals. (30%)
• Develop working relationships and implementation plans with union to reduce union / management misunderstandings and resolve labor / management disputes / grievances. Manage activities and processes in accordance with management guidelines and the CBA. (10%)
• Design, implement, and monitor identified process/procedural improvements. (10%)
• Interface with other business units to ensure timely completion of work and identified process/procedural improvements. Manage, direct and supervise the servicing of internal/external customer special needs. (10%)
• Establish and maintain a safe work environment for subordinates within the department. Manage the facility to ensure a safe, clean and productive work environment. (10%)

Job Scope

• Operational decisions are made without supervision; Decision-making authority is related to all people, processes and operations within the contact center.
• Provide performance feedback and decision into final performance ratings and salaries the Customer Care Center team. Conduct performance reviews and job selection interviews.
• Accountable to meet annual budget ($25M) through the management of people and processes, and the successful implementation of business and operational plans.
• Accountable for the overall performance of the Customer Care Center. Establish, promote and maintain a safe work environment.
• Accountable for ensuring customer and employee satisfaction.
• Represent Customer Care organization to both internal and external audiences. Advise/counsel Director on strategic direction as needed.

Minimum 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 high levels of 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

Preferred Qualifications

• Demonstrated success leading leaders, including supervisor development, succession planning, and talent management.
• Experience leveraging customer experience (CX) metrics, workforce performance data, and operational analytics to drive business results.
• Proven track record of implementing continuous improvement initiatives utilizing Lean, Six Sigma, process improvement, or similar methodologies.
• Experience leading organizational change initiatives, including technology implementations, operational transformations, and process redesign efforts.
• Demonstrated ability to build collaborative partnerships across business units to achieve enterprise objectives.

Benefits

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $108,000.00/Yr. – $148,500.00/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.