Southern California Edison Digital Labor Strategy and Development Sr. Advisor (Project Management) in Covina, 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.
This position will lead the strategy, planning, development, and implementation of RSO’s Digital Labor automation projects. This position will lead the day-to-day activities and guide the team through the development life-cycle of each process automation. This role will require interactions with every level of employee and leaders and will facilitate workshops, senior management program updates, business case development, financial cost-benefit analysis, lead process re-engineering workshops while driving to bring new digital capabilities to Customer Service. This position will identify integration opportunities and use cases across Customer Service, develop the vision, strategy, and execution plan to achieve strategic outcomes for Customer Service through the user of digital solutions. This Senior Advisor position will lead and evolve seven strategy management sub-processes comprised of multiple iterative work streams: 1) Strategy Development and Evolution, 2) Scorecard Management, 3) Organizational Alignment and Change Management, 4) Planning and Budgeting, 5) People Alignment, 6) Initiative Management, and 7) Strategy Reviews for Digital Labor automation. This position will manage and direct cross-functional teams across Customer Service to implement Digital Labor automation capabilities. This position will act as a key consultant to cross the company and will represent Customer Service as subject matter expert in the digital automation. In this role, the candidate may be required to speak and present in external and internal conferences and meetings to share best-practices and lessons-learned. This position will act as a consultant to Senior-level leadership on key operational & service excellence initiatives and strategic plans as Digital Automation is a key piece of SCE’s strategic plan.
This position is accountable for the implementation of this strategic initiative, Digital Labor automation across the Customer Service Organization. This position will have the authority to develop scope, schedule and budget decisions impacting the outcome of this project which will impact CS’s operating plan and budget.
This position will lead cross functional teams of leaders and analysts to a) establish a clear and compelling set of short and long term goals, b) build a culture of strategic execution that links strategy, people, technology and operations, c)establish and mature the discipline and practice of strategic performance management 4) sponsor, drive, and implement strategic initiatives to achieve measurable results 5) lead, drive and instill strong organization change management practices in a change resistant culture. In addition, this resource will help integrate other stakeholder initiatives, projects, and strategies to ensure alignment for Digital Labor Automation.
This position will interact routinely with senior leaders including Directors and VPs as Digital Labor automation is a key strategic initiative within the Customer Service Organization and across Southern California Edison.
Strategy Development and maturation of the Customer Service Digital Labor Automation team. Plan and facilitate activities to clarify, refine, and/or build vision, mission, and strategy. Lead ongoing strategic analysis to understand customer perspectives, internal and external environments, trends, best practices, company goals, and value gaps. Lead the strategy formulation process to develop value proposition, key initiatives and measures. Develop and influence business decisions needed to execute strategy. Stay abreast of changing regulations, company initiatives, digital capabilities, benchmark learnings in a new technology space and mitigate constraints that could impact the developed strategy.
Lead the development and operationalization of the Customer Service Operations Digital Labor team to ensure the capability is matured and that committed goals and targets are met. Manage project team through the use of established project management disciplines such as Waterfall and Agile/SCRUM methodologies. Manage project resources and budget to meet strategic and project objectives. Develop, recommend and/or approve complex business decisions.
Sets priorities and defines individual and team performance metrics. Tracks and monitor progress across digital portfolio. Evaluates employee skills, work quality and overall performance. Identifies training needs and improvement opportunities.
Bachelor’s degree in Business, Computer Info Sys, Computer Science, Engineering or related field of study
Ten (10) or more years of experience in:
program and project management
execution of organizational change management
leading senior-level cross-functional teams
interacting with senior-level executives
leading business process optimization efforts
development of business cases, cost/benefit models
a supervisory role
Proficient in Microsoft Project, and Office (Excel, PowerPoint, Word, Visio)
Master’s in Business or any technical field
PMP, LEAN Six-Sigma, LEAN, Agile, SCRUM
Strong experience leading technology projects
Management Consulting experience with the Big 4
Experience leading and implementing digital capability solutions (robotics process automation (RPA) and/or robotic desktop assist (RDA) projects
Experience in facilitating and leading process re-engineering efforts
Customer Service Operations (front and/or back-office functions)
Experience developing business strategy; development of roadmaps, business cases, RFP’s, RFI’s
Experience leading projects with 3 rd parties (consultants); development and management of SOW’s and PO’s
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
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.