Southern California Edison Client Services Delivery Management Senior Advisor 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 CS Replatform project (which will replace the existing operating platform for CS) is valued at $288 million with an estimate of 400 dedicated full-time employees during its peak – representing a significant financial and operational investment over 5 years.
The complexity of the project, magnitude of change, and level of risk require ownership and continuity of leadership throughout the lifecycle of project to ensure the CSRP is successfully designed, built, introduced, implemented and adopted.
The Client Services Delivery Management Senior Advisor works directly with the Customer Service Replatform Front Office Process Lead to represent Customer Service and SCE during the CS Replatform project. The position will represent Customer Service and SCE managing critical sourcing timelines, contract negotiation-execution and delivery upon program commitments during the CS Replatform Project.
Lead efforts for Customer Interaction workstream and related activities to build and deploy systems and processes for the CS Replatform project.
This role will support any organizations with Customer Interaction processes, Customer Contact Center (CCC), Business Customer Division (BCD), and Customer Programs & Services (CP&S) as the Process Sub-lead for the Customer Interaction streams of work.
This role identifies critical parties in all process alignment sessions for the CS Replatform and represents their area of expertise and the project team to find design solutions that are cost efficient and meet future business requirements of Customer Service at SCE.
The Customer Interactions work stream represents an area of high complexity due to the critical nature of being customer facing for operational groups. There is high integration between front office and back office processes as well as digital and IVR technologies.
Ensure the elements of Process Ownership & Governance are met including, documenting and implementing processes, prioritizing change, ensuring system performance, and assuring compliance and business continuity.
Lead efforts for CCC, BCD and SCE groups requiring Customer Interaction processes and across Customer Service to reengineer, reform, optimize, and create sustainable business processes for Customer Service and recievables management that can be incorporated into comprehensive enterprize technology solutions that meet current and future Customer needs.
Lead cross functional teams within Front Office and across SCE during all key activities related to pre-planning, planning, design, implementation, Go-Live, stablization, and post stablization.
Keep key stakeholders informed including executive sponsors, process owners, functional leads, and direct reports to functional leads.
BA/BS degree in an applicable field of study
Ten (10) or more years of experience with project managing major initiatives or system implementations.
Strong oral and written communication skills with diverse audiences including but not limited to internal/external project team resources, vendors, management and key stakeholders.
High degree of SCE Customer Service subject matter expertise
Project Management Certification, PMP
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.