Sr eChannel Program Mgr (PECO)

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Location: Philadelphia, PA, United States
Organization: PECO Energy Company
Job ID: 223779
Date Posted: Feb 12, 2020

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Job Description

Description


At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!

PRIMARY PURPOSE OF POSITION

The Senior eChannel Program Manager will be a member of the Customer eChannels team, which is responsible for developing and executing the technology strategy for PECO Customer Operations and for managing the company’s customer service channels and systems.  The Program Manager will administer the PECO IVR and related customer service systems, e.g., CTI and Virtual Hold.  Responsibilities include leadership of IVR-related projects, ongoing performance monitoring, reporting, system tuning, identification and prioritization of issues and opportunities, vendor management, and development and execution of the strategic direction for the IVR channel.  


This position is responsible for development, implementation and maintenance of the companys eChannels. Responsible for ensuring that all e - Channels are aligned and utilized strategically including but not limited to web, text, IVR, mobile, social media, vendors and other third party websites. Manages all content and content-related projects for eChannels.  Writes, edits, and proofreads new content and acts as editor/publisher, coordinating content updates and changes from contributors across the company. Responds to issues and concerns that may impact eChannels and corporate brand. Develops and provides training to ensure that all documents meet established content standards and works with IT to assess any technical challenges. Must be familiar with a variety of eChannel concepts, practices, and procedures and rely on experiences and judgment to plan and accomplish goals. Supports content contributors with eChannel content updates and provides counsel on eChannel based projects for all business organizations within PECO. Leads enterprise-wide eChannel governance activities. Works with e - Channel Manager to develop strategic direction of the eChannels, demonstrating knowledge of industry best practices and identifying opportunities for enhancements that support business and policy goals. Ensures consistency through compliance with appropriate eChannel guidelines. Works with IT to evaluate and recommend technology and usability improvements as well as analyzing and reporting on metrics of eChannel performance. Reports directly to the e - Channel Manager.

Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.

PRIMARY DUTIES AND ACCOUNTABILITIES

Accountability

- Responsible for development, implementation and maintenance of e - Channels, including content development and updates consistent branding and design ongoing eChannel strategy and measurement and analysis of eChannel performance and usability. 

- Collaborate with IT on technology and other departments, such as legal, to implement eChannel strategy and enhancements. 

- Provide oversight and management of the eChannel Governance Committee (s). Coordinate meetings, track issues, provide guidance on policies, procedures, best practices and technical assistance. Ensure recommendations are presented to the respective Executive Councils and ensure that strategies support business goals and are in compliance with company policy and regulations. 

- Support other business units and departments with training on eChannel content management system, web best practices, and web guidelines. 

- Coordinate, support, and provide counsel for other business related projects that impact corporate website on an as needed basis. 

- May manage the performance of personnel (depending on scope of eChannel) and offer counsel and advise regarding appropriate developmental needs and/or performance improvement opportunities. Lead and coach team members to improve performance and meet or exceed expectations

POSITION SPECIFICATIONS

Minimum:

-4-year relevant degree and a minimum of 5-8 years of related business experience with demonstrated eChannel (web/IVR/Social Media) management experience.

- Knowledge of new media technology, web/IVR/ Social Media best practices and usability.

- High degree of interpersonal and communications skills, and knowledge of technology and new media.

- Proven project management ability.

- Excellent oral and written communications skills.

- Ability to interact with all levels of staff including senior executives.

- A high level of independence is critical.

Preferred:

- Proficient in eChannel applications, layout, design and usability.

- Broad experience in marketing communications.

- Broad experience in customer services and market research.

- The ideal candidate will possess a strong academic base in math, statistics, and/or business analytics, including an MBA or other relevant advanced degree and will have experience applying those skills in a customer service environment.


- Familiarity with key components of the customer service technology stack, e.g., ACD, IVR, CTI, and Billing systems is preferred.


- Experience managing a vendor providing software as a service or business process outsourcing is preferred.


- The successful candidate should be customer driven with good oral and written communications and project management skills.



Qualifications

- Must work effectively with direct manager and partner with the IT department.

- Involves proactive communication and site planning, execution, project management and a high level of coordination with leadership, content owners and other employee and external communications personnel.

- This position may manage (depending on scope of eChannel); a group of 3 to 4 business analysts responsible for any eChannel administrative tasks including data manipulation, reporting and research

- Requires independence in planning, execution, and reporting of technology issues.

- High level of creativity and technological experience required.

- Required travel.

- Works under minimal supervision.


Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

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