Exelon Corporation

Mgr Customer Care

Exelon Corporation • $108K — $148K *
Philadelphia, PA 19120In-Person
Energy & Utilities
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree preferred; or 15+ years relevant experience in lieu of degree.
  • 8-10 years of experience in Electric Distribution (EED) business unit.
  • Strong leadership, managerial, and supervisory skills.
  • Expertise in collective bargaining agreements (CBA) and their related policies.
  • Experience in managing employee dispute resolution and grievances.
  • General understanding of customer information systems and computer literacy.
  • Proven project management capabilities.

Responsibilities

  • Plan and manage activities of Customer Services operations, ensuring optimum service quality.
  • Direct development and execution of departmental strategies and evaluate operational scheduling.
  • Manage and evaluate performance of managers and employees, promoting skill enhancement and goal achievement.
  • Build positive relationships with union to minimize misunderstandings and resolve disputes effectively.
  • Implement and monitor process improvements for operational efficiency.
  • Supervise customer servicing and ensure alignment with internal/external needs.
  • Establish and maintain a safe and productive work environment.

Benefits

  • 401(k) match and annual company contribution.
  • Comprehensive medical, dental, and vision insurance.
  • Life and disability insurance.
  • Generous paid time off options, including personal and family leave.
  • Employee Assistance Program for mental and emotional support.
  • Wellbeing programs including tuition reimbursement and fitness reimbursement.
Full Job Description
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.

Minimum Qualifications

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

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

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.

About Exelon Corporation

Exelon Corporation is an American energy producer, trader, and distributor. The company provides services for energy generation businesses in the United States. The company owns, contracts, and invests in electric generating facilities such as nuclear, fossil, and hydroelectric generation facilities, as well as wind and solar facilities. It is also involved in the wholesale and retail customer supply of electric and natural gas products and services including renewable energy products, risk management services, natural gas exploration, and production activities. In addition, the company is engaged in the purchase and regulated retail sale of electricity and the provision of distribution and transmission services in northern Illinois, southeastern Pennsylvania, and central Maryland. It is also involved in the purchase and regulated retail sale of natural gases and the provision of distribution services in the Pennsylvania counties surrounding the City of Philadelphia, as well as in central Maryland including the City of Baltimore. Exelon Corporation operates through nine segments: Mid-Atlantic, Midwest, New England, New York, ERCOT, other regions, ComEd, PECO, and BGE. It sells electricity, natural gases, and other related products and solutions to various customers including distribution utilities, municipalities, and cooperatives, as well as to commercial, industrial, governmental, and residential customers. Founded in 1887, Exelon Corporation is headquartered in Chicago, Illinois.

Exelon Corporation Careers

Join the dynamic team at Exelon Corporation, a leader in the energy industry, where innovation, leadership, and professional growth are at the forefront of our operations. As one of the largest electric utility companies in the United States, Exelon offers unparalleled job opportunities and a commitment to diversity and sustainability that sets us apart.

Work You’ll Do

At Exelon, we empower our employees to excel in their careers by fostering an environment of continuous innovation and growth. Our diverse team of professionals is dedicated to shaping the future of energy with cutting-edge technologies and sustainable practices.

Explore Career Paths

Whether you're a seasoned professional or a recent graduate, Exelon has a variety of career paths to suit your skills and ambitions. From engineering to customer service, each position offers the chance to make a significant impact.

Internship Programs

Kickstart your career with an Exelon internship. Our programs provide invaluable industry experience and a chance to network with leaders in the field. Interns at Exelon are crucial team members, working on projects that advance both their careers and our company’s goals.

Professional Development

Invest in your future with Exelon’s robust professional development programs. We offer leadership training, skills enhancement workshops, and continuous learning opportunities that promote career advancement and personal growth.

Benefits and Culture

Exelon is committed to providing a supportive work environment with benefits that enhance the lives of our employees and their families. Our culture is built on respect, integrity, and inclusion, where every team member’s contribution is valued.

Join Our Team

Discover the opportunities that await at Exelon Corporation. We are actively hiring and looking for talented individuals who are passionate about building a sustainable future.

Search Exelon Jobs

Find open positions that match your skills and interests. We seek curious, innovative, and solution-driven team players.

Prepare for Your Interview

Stand out in your interview with Exelon by tailoring your resume to highlight relevant experience and skills. Our hiring process is designed to identify and attract professionals who are ready to lead and inspire.

Stay Connected

Keep up to date with the latest at Exelon Corporation by following our careers blog. Gain insider perspectives and industry-leading insights that you can apply to your professional life.

Networking and Career Growth

At Exelon, your career development is enhanced by our commitment to networking and mentorship. Connect with colleagues and leaders who can help guide your career path and open doors to new opportunities.

Diversity and Inclusion

We pride ourselves on fostering an inclusive workplace where diverse perspectives are celebrated. Exelon’s commitment to diversity training ensures that all employees have the opportunity to thrive. Join Exelon Corporation today and be part of a team that is dedicated to innovation, leadership, and the future of energy. Explore job opportunities and embark on a rewarding career path that offers growth, stability, and a chance to make a difference.
Learn more about Exelon Corporation
Size
31,518 employees
Market Cap
$42.3 billion
Industry
Energy & Utilities
Net Income
$1.9 billion
Founded
2000
5 Year Trend
+3%
Revenue
$33 billion
NASDAQ
EXC
* Ladders Estimates

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