Mgr Customer Care - Philadelphia, PA

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

Benefits offered by this job

Annual bonus 20%

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

EAP

Tuition reimbursement

Parental leave

Job summary

Exelon invites qualified leaders to oversee a Customer Services operations team, directing managers and bargaining unit staff to deliver top-notch service. The role emphasizes safe operations, performance reviews, and budget accountability across the center.

You will partner with union representatives, drive process improvements, and ensure timely delivery of services while maintaining high employee and customer satisfaction in a demanding energy environment.

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. Coordinate and evaluate scheduling of work within the area. 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%)

Skills

Leadership

CBA knowledge

Grievance handling

Customer systems

Computer literacy

Project management

EED leadership

Education

Bachelor degree preferred

Job description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers.

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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

PRIMARY PURPOSE OF POSITION

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

PRIMARY DUTIES AND ACCOUNTABILITIES

• 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

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.

Additional Qualifications/Responsibilities

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