Outage Communications Lead - Data-Driven Customer Experience

Thomson Reuters Markets Espana SL.; Irwindale (CA); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Southern California Edison seeks an Outage Management Communications, Senior Specialist to lead outage communications and customer experience during critical events. You will produce reports, support emergency response, and work with cross-functional teams to keep customers informed and safe.

You will develop metrics, dashboards, and clear messaging, ensuring accuracy in fast-paced environments while handling sensitive data and complex operational information. Hybrid work from CA locations.

Qualifications

• Five+ years experience in business operations analysis.
• Experience with outage communications or emergency management preferred.
• Ability to translate technical information into customer-friendly messaging.

Responsibilities

• Provides reporting on key metrics related to major programs and initiatives.
• Develops, produces, and tracks key metrics through automated processes and KPI dashboards.
• Monitors documentation and records for project tracking and management review.
• Delivers data analysis and BI reports, including audits and high-visibility requests.
• Coordinates research to inform decisions on priorities and needs.
• Contributes to process improvements and maintains systems/tools for operations analysis.
• Develops and reports on KPIs to measure project efficiency and effectiveness.
• Protects customer data and sensitive information with high standards of conduct.

Skills

Communication skills

Data analysis

Power BI

Excel

Incident response

Tools

OMS (Outage Management System)

Incident Manager

PragmaView/PragmaWeb

C4C/SAP

ITOA

Job description

Southern California Edison seeks an Outage Management Communications, Senior Specialist to lead outage communications and customer experience during critical events. You will produce reports, support emergency response, and work with cross-functional teams to keep customers informed and safe.

You will develop metrics, dashboards, and clear messaging, ensuring accuracy in fast-paced environments while handling sensitive data and complex operational information. Hybrid work from CA locations.