Southern California Edison Manager, Customer Support/Operations in Irwindale, California
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About Customer & Operational Services
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
The Manager of the Customer Bill Escalation & Issue Resolution team will provide effective leadership to multiple work groups whose core work entails:
Resolving complex billing issues, including customer complaints and/or escalated billing disputes filed with SCE Executives, Consumer Affairs, the California Public Utilities Commission (CPUC), and/or SCE’s Legal department
Ensuring that the business operations of the organization align and comply with all applicable governing policies, processes, and procedures
Providing subject matter expertise and support for the development of business requirements, completion of testing, development of training materials, and execution of projects that impact the Organization’s business operations
The Manager of the Customer Bill Escalation & Issue Resolution team will be expected to:
Develop and execute short and long term resource and staffing plans and strategies to support attainment of key performance targets and organizational goals.
Collaborate with CBO’s Integrated Services team and SCE’s I.T. department to determine the level of impact and development of a corresponding action plan when system issues occur
Provide oversight and effective leadership for the: implementation of cross-organizational projects; resolution of complex mass billing error corrections/rebills; review, approval, and processing of customer policy adjustments; and delivery of quality operational support to CBO employees
Assemble and direct small temporary teams of highly skilled employees to address billing related issues identified in critical function areas
Represent the organization while addressing highly visible and/or politically sensitive escalated billing issues, often entailing: decisions that are based on advanced business knowledge of critical/complex billing and operational processes; a high level of engagement and collaboration with SCE Executives, Consumer Affairs, the California Public Utilities Commission (CPUC), and/or SCE’s Legal team; direct impacts to the customer experience
Manage the development, enhancement, and/or changes to policies, processes, procedures, and/or operational training material and associated action plans to address operational issues and business needs
Manage process efficiency via analyzing business processes to identify opportunities for achieving greater operational efficiency
Provide recommendations and implement action plans to improve performance and cost effectiveness
Actively create and support a positive safety culture
Five (5) or more years of experience leading others or managing cross organizational projects.
Two (2) or more years of experience managing or leading teams designated to collaborate with business partners to identify and resolve operational issues.
Two (2) or more years of strategic planning experience.
Bachelor’s degree or higher in business, or related discipline.
SCE’s Billing Organization experience preferred.
Prior experience managing or leading an operational or support team in SCE’s Billing Organization.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
The primary work location for this position is Irwindale, CA. Relocation does not apply to this position.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.