Manager Green Power Connection (Hybrid)

Who We Are: We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?Primary Purpose:

This position is responsible for managing and maintaining the relationship with green power and energy efficiency customers and ensuring customer success along the green power and energy efficiency journey. Facilitate the adoption of green power services by residential and commercial customers at their request. Responsible for directing and guiding the customer through the green power journey stages, providing navigation, expertise and proactive consultative services. Responsible for facilitating and conducting field visits, providing in-person services where applicable, including issue resolution and witness testing. Serves as the primary point of contact for green power questions and inquiries, managing the solar customer support and reporting responsibilities, including call categories, quality control indicators and overall customer satisfaction. Responsible for analyzing customer needs and identifying alternative solutions. Manages the execution of optimal performance from internal partners and engineering departments, working with various internal stakeholders, including billing, regulatory, energy acquisition and energy efficiency to ensure a scalable, best-in-class customer experience. Proficient in end-user and executive level communication, particularly with complex pricing models and highly technical products and services.

 

Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Primary Duties:

• Serve as the people-manager for the GPC Team and Customer Solutions Inquiry Function (contract Call Center), including goal setting, coaching and performance reviews. Oversee FTE and contractor schedules and priorities, aligned with established priorities. Serve as a service-mentor for customer call handling, oversee and coach team performance, and train new resources on call methodology. Plays a key role in green power customer support training and script realignment, testing and ongoing change management for ComEd's green power customer interfacing teams, specifically FEJA-related items and emerging technologies. As the manager for the Customer Solutions Inquiry Manager/Function, responsibilities include oversight of the contract Customer Solutions Call Center (call quality, call escalations, reporting), Energy Efficiency customer emails (Home Energy Report), outgoing call campaigns, etc. 
• Develop and lead GPC team in implementation of proactive services for green power customers, in conjunction with monitoring overall customer journey pain points and solutions. Provide guidance and technical expertise for the green power customer. Directly manage escalated and other customer inquiries. Coordinate meetings, track issues, provide guidance on policies, procedures, best practices and technical assistance. Ensure recommendations are clearly presented to the customer and ensure that solutions for customers support business goals and are in compliance with company policy and regulations. 
• Liase with FEJA PMO, Interconnection, Regulatory, Strategy, Billing, Call Center, Customer Relations, Energy Acquisition, DER-IC, IT, Energy Efficiency and other teams to surface and address customer service trends. 
• Serve as the business lead/product owner for solar digital tools developed and maintained by IT, driving alignment across product development, testing, deployment, defect-management, enhancements, maintenance, etc. Manage requirements and user stories for FEJA-related and renewable customer journey development. Works with IT and other Exelon operating companies to evaluate and recommend technology. Identify usability improvements and analyze and report on metrics of solar IT tool performance. Responds to issues and concerns that may impact solar IT tools and the corporate brand. 
• Lead GPC and Customer Solutions Inquiry budget management, including forecasting, approvals, accruals, business cases and long-range planning. 
• Collaborate with the other EU operating companies on solar support solutions and technology usage, to standardize and optimize the EU green power customer experience. 

Job Scope:

• Work routinely involves internal and external issues that require superior resolution regarding customer satisfaction, electric service delivery and billing/credit issues. Contact requires tact, persuasiveness, and coordination capabilities to facilitate this work process.
• Daily activities are direct in nature with an emphasis on providing assigned customers a single point of contact termed

Minimum Qualifications:

• Bachelor's degree with 7-10 years of experience, with at least 5 years renewable energy experience. In lieu of degree, 9-12 years of relevant experience.
• Thorough written and oral communication skills, technical and financial aptitude, experience with billing and rates, proficient computer skills, strong relationship building and negotiation experience, and customer service orientation.
• Works independently with guidance on only the most complex situations. Ability to fulfill scheduled and unscheduled after/off-hour duty responsibilities.
• Proven leadership ability in a high-performance culture.
• Proven high level management skills in coaching and facilitating business competency
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change and ensure compliance to processes and procedures.
• Demonstrated ability to set strategic direction and align the organization to the strategy.
• Demonstrated leadership across EU OpCos and with other Exelon business units, and ability to drive process improvements across Exelon business units.
• Demonstrated ability to build commitment among team members and peers to a premier customer experience.

Preferred Qualifications:

• Advanced degree in renewable energy or related discipline.
• Five years minimum experience in solar energy.
• Knowledge of ComEd's green power connection and energy efficiency processes and applicable regulatory and legislative mandates.

Benefits:

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $112,800.00/Yr. – $155,100.00/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.