Sr eChannel Program Mgr - IVR

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: PRIMARY PURPOSE OF POSITION

This position is responsible for development, implementation and maintenance of the company's 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 ComEd. 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 for coverage during storms or other energy delivery emergencies.

Primary Duties: PRIMARY DUTIES AND ACCOUNTABILITIES

• 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. (40%)
• Collaborate with IT on technology and other departments, such as legal, to implement eChannel strategy and enhancements. (30%)
• 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 Council's and ensure that strategies support business goals and are in compliance with company policy and regulations. (5%)
• Support other business units and departments with training on eChannel content management system, web best practices, and web guidelines. (5%)
• Coordinate, support, and provide counsel for other business related projects that impact corporate website on an as needed basis. (10%)
• 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 (10%)

Job Scope: JOB SCOPE

• 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.

Minimum Qualifications: MINIMUM QUALIFICATIONS

• 4-year relevant degree and 4-7 years of related business experience with demonstrated eChannel (web/IVR/Social Media) management experience or in lieu of Bachelor's degree, 6-9 years relevant business experience is required.
• 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 Qualifications:

PREFERRED QUALIFICATIONS

• Proficient in eChannel applications, layout, design and usability
• Broad experience in customer services and market research
• IVR (Interactive Voice Response) technology expertise
• Experience planning and executing projects and initiatives with demonstrated ability to work on multiple projects and teams concurrently

Benefits:

• Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $85,600.00/Yr. – $117,700.00/Yr.
• Annual Bonus for eligible positions: 15%
• 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.