Manager – Customer Experience Strategy (NB61437889EA) / Southern California Edison / Rosemead, CA
Southern California Edison/Rosemead, CA
Basic Qualifications:
- Must have a minimum of five years managing or supervising a customer strategy organization or unit.
- Must have experience developing and implementing strategic customer experience plans.
Core Competencies:
- Bachelor's Degree in marketing, business, or management, or an equivalent combination of education, training, and experience.
- Demonstrated experience providing oversight on project management and leading and managing cross-functional teams.
- Demonstrated experience managing large and complex budgets, as well as overseeing capital funding requests.
- Demonstrated experience managing talent by selecting and developing employees to fill talent gaps.
- Demonstrated experience developing and implementing strategic customer experience plans that have a large impact on the
organization, and collaborating with business partners to align processes and work with the strategic plans.
- Demonstrated experience working in regulated environments.
- Demonstrated ability to analyze information and make sound decisions that have direct impact on the organization.
- Demonstrated ability to motivate self and others to overcome adversity and achieve long-term strategic goals.
- Must demonstrate the ability to achieve results through others by prioritizing activities, delegating and monitoring the progress of assignments, and holding employees accountable for results.
- Demonstrated proficiency in Microsoft Word, Excel, PowerPoint, Project and Visio.
- Must demonstrate the ability to integrate work across relevant areas, develop the business and services to enhance customer satisfaction and productivity, manage risks and safety appropriately, develop and execute business plans, manage information, and provide exceptional service to internal and external customers.
- Must demonstrate effective resource and project planning, decision making, results delivery, team building, and the ability to stay current with relevant technology and innovation.
- Must demonstrate strong ethics, influence and negotiation, leadership, interpersonal skills, communication, and the ability to manage multiple projects concurrently and engage in continuous learning.
COMMENTS: Additional testing may be required as part of the selection process for this position. Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Preferences:
- MBA
- Certificate in Customer Experience Management.
Typical Responsibilities:
This position will be a Manager in the Customer Experience Strategy Management Group/Customer Programs & Services Division within Southern California Edison (SCE)'s Customer Service Business Unit (CSBU). The successful candidate will define and
execute five year business plans that mobilize the Company to deliver the optimal customer experience to engage SCE customers to meet business objectives. The successful candidate will be responsible for a budget of approximately $5 million in labor and non-labor, as well as the oversight of capital funding requests related to the Customer Strategy.
Typical responsibilities will include: Driving the development and execution of customer strategy and leading the efforts to improve customer satisfaction with the services SCE provides; providing strategic direction into the day-to-day planning and execute operations of the functions within the Customer Experience Strategy group, which includes being available to approve requests, providing council on plans/projects or management issues, and helping to overcome roadblocks to maximize results; monitoring, measuring and managing to Key Performance Indicators (KPIs), corporate and department goals, and changing priorities and resource allocations accordingly; providing team coordination regarding human resource issues, performance, process improvement, defining expectations, on-boarding, facilities planning, training, budget (department and project specific), and performance appraisals; ensuring there are regularly scheduled meetings to clarify priorities and strategic direction, and promoting the continuity and consistency of information sharing; working closely with Project Management Organization (PMO), Operations, Product Groups, and Market and Sales Divisions to coordinate resources and meet project objectives; integrating initiatives between key stakeholder groups across SCE to achieve business results and utilizing resources and key dependencies in the execution of plans/roadmaps; providing oversight on project management and the integration of multiple cross-functional teams; managing work to ensure resources are allocated and leveraged appropriately through the implementation of work planning strategies; representing the Customer Strategy on internal initiatives and councils and integrating with key stakeholder groups across the Company; supporting the General Rate Case (GRC) and other regulatory bodies and proceedings through testimony, etc.; and performing other responsibilities and duties as assigned.
Edison International and Southern California Edison reserve the right to close or cancel a posting at any time.
If you are interested in this position, please submit your resume in confidence by visiting www.edisonjobs.com.
Edison International is an Equal Opportunity Employer.
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