Senior Advisor, Continuous Improvement

Thomson Reuters Markets Espana SL.; Irwindale (CA); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Southern California Edison is seeking a Senior Advisor, Continuous Improvement to lead the deployment of the customer service continuous improvement framework. You will partner with leaders to identify gaps, solve operational challenges, and implement sustainable improvements across daily, weekly, and monthly performance reviews.

You will drive KPI design, data-driven decisions, and cross-functional collaboration to improve customer outcomes while supporting emergency response initiatives

Qualifications

• Ten or more years of experience in business process improvement or operational excellence initiatives.
• Experience applying Lean Six Sigma within large-scale customer service or operational environments.
• Experience using performance metrics and KPIs to drive accountability and sustain results.

Responsibilities

• Leads projects; determining scope, budget, timelines, forms teams, assigns tasks, manages resources and issues.
• Develops and implements best practices and policies to govern business processes and digital transformations.
• Relies upon Lean Six Sigma, Agile, and other project management principles to streamline processes.
• Develops relationships at all levels to improve department performance.
• Creates and manages resources that optimize processes and data quality within budget.
• Conducts analyses and prepares reports to support operations.
• Designs and implements KPIs to support strategy and customer satisfaction.
• Protects sensitive data and cybersecurity assets with high standards of conduct.

Skills

Lean Six Sigma

Change management

KPIs

Root-cause analysis

Facilitation

Strategic influence

Job description

Join the Clean Energy Revolution

Become a Senior Advisor, Continuous Improvementat Southern California Edison (SCE) and and play a critical role in transforming how Customer Service improves performance and delivers results. In this highly impactful role, you will lead the deployment of Customer Service's continuous improvement framework, partnering with leaders to identify performance gaps, solve complex operational challenges, and implement sustainable improvements. You will leverage performance metrics, operational insights, and structured problem-solving methodologies to drive accountability, improve customer outcomes, and enable Daily, Weekly, and Monthly Performance Reviews to serve as catalysts for continuous improvement across the organization. Join a team dedicated to operational excellence, continuous improvement, and delivering exceptional customer experiences while helping build a cleaner energy future.

Incident Management Team Expected Participation: Employees are expected to support emergency response and/or business continuity efforts, including readiness to serve on an Incident Management Team (IMT) when needed. Employees will participate in an on-call rotation (approximately every four to six weeks), to support IMT activations during emergency events. IMT assignments may differ from an individual’s regular responsibilities.

As Senior Advisor, Continuous Improvement, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Responsibilities

• Leads projects; determining scope, budget, timelines, forms teams, assigns tasks, manages resources and issues.
• Develops and implements best practices and policies to govern business processes as well as strategic plans for digital transformations of end-to-end work management processes.
• Relies upon Lean Six Sigma, Agile, and other project management principles to effectively streamline processes and new initiatives.
• Develops strong relationships at all levels of the organization and leverages those relationships to improve overall department performance.
• Creates, implements, and manages resources that optimize processes and improve data quality. Directs and oversees technology project prioritization while adhering to annual budget.
• Conducts analyses and oversees the preparation of reports that provide operational and technical support to business operations.
• Designs and implements key performance indicators (KPIs) to streamline business strategy and leads key process improvement initiatives that help achieve company goals and improve customer satisfaction.
• A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.

Minimum Qualifications

• Ten or more years of experience in business process improvement or operational excellence initiatives.

Preferred Qualifications

• Experience applying Lean Six Sigma, or other continuous improvement methodologies within large-scale customer service or operational environments.
• Experience implementing continuous improvement or operational excellence programs and driving sustainable process improvements.
• Experience using performance metrics, KPIs, and management review processes to identify improvement opportunities, drive accountability, and sustain results.
• Experience facilitating root-cause analysis, problem-solving workshops, Kaizen events, or leader-led improvement activities.
• Strong analytical, problem-solving, facilitation, change management, and communication skills.
• Experience partnering with and influencing senior leaders in complex, fast-paced, or regulated organizations.
• Utility, energy, contact center, customer operations, or other regulated industry experience.

Additional Information

• This position’s work mode ishybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to work and reside in the state of California. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
• Visit our Candidate Resourcepage to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

Southern California Edison is a proud Equal Opportunity Employer, including disability and protected veteran status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at [e-mail] or [phone] and select option 2.