Southern California Edison IT Senior Manager, Customer Service Re-Platform Program (CSRP) in Irwindale, California

Job Description


Are you looking to make a difference in your career? We’re working on smarter grids, cleaner energy and tools to help people manage energy more efficiently.

About Information Technology at SCE

The role of IT goes beyond the traditional Information Technology “service provider.” Many of the innovative ideas and projects that shape the company’s future and move SCE forward are dependent on technology. IT employees are at the heart of these projects, collaborating, designing and executing technology solutions that are transforming our industry.

Position Overview

The Senior Manager will lead a team that will work directly with the Customer Service Replatform Process Owners to represent Customer Service and Finance during the CS Replatform project. The position will be managing critical project timelines, execution and delivery upon program commitments during the CS Replatform Project.

This position will lead a team of sub process leads and be responsible for supporting the implementation of the following functions through the year 2020:

  • Design: Defines business requirements to support the ‘To-Be’ system solution.

  • Build: Configures and customize process to meet design requirements.

  • Test: Develops test plan and conduct testing to ensure solutions meet business requirements.

  • Deploy: Develops deployment plan, including pilot simulations to ensure user acceptance; Assists in the release of the solution.

  • Sustain: Provides support for the ongoing user adoption and proficiency of the solution.

Typical Responsibilities:

  • Responsible for leading and managing the development and implementation of technical solutions by directing the design through implementation of the SAP solution for Customer Service, evaluation, analysis, demonstration, and to the satisfaction of regulatory requirements pertaining to utility business processes.

  • Provides management and direction to direct reports and project team responsible for complex statement of work development, meeting all budget targets, and project schedules related to the project lifecycle.

  • Establishes goals, negotiates, and develops project plans across multiple vendors and SCE departments.

  • Manages and leads the teams responsible for the evaluation, development, and implementation of multiple technical solutions that support business processes that have major customer service or operational impacts to the Company.

  • Identifies and manages resolution of complex issues.

  • Manages and directs cross-functional development teams to address strategic process design issues.

  • Provides direction and makes strategic decisions regarding changing project and or statement of work scope, policy, development, and implementation.

  • Leads cross functional/complex project/program teams in day-to day execution and compliance with prescribed methodology processes.


Minimum Qualifications

  • Bachelor’s Degree.

  • Experience leading teams in Credit and Collections or Receivables Management.

  • 5 years of experience in the area of IT or Customer Service management.

  • 5 years’ experience managing medium to large technology portfolios.

  • Experience support or hands on experience with IT, Revenue Services, or Customer Interaction and or applicable Customer facing project/program implementation experience.

Desired Qualifications

  • Project Management Certification (PMP).

  • 10 years of experience in the specific area of expertise and/or working with SCE IT or Customer Service.

  • Demonstrated successful leadership and proven subject matter expertise in SCE IT processes.


  • 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; however, the successful candidate may also be asked to work for an extended amount of time at Rosemead, CA.

  • Relocation does not apply to this position.

Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of nearly 14 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.