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Mgr Customer Project & Systems Support

PRIMARY DUTIES AND ACCOUNTABILITIES:
- With an understanding of the cross-functional impacts of initiatives and as the lead for the Customer Operations PMO, develop, plan, organize, track and implement current and future cross-departmental projects as part of the strategic direction and business plan objectives including the approval and funding of projects under the Exelon capital approval requirements and processes.
- Oversee daily operations and manage customer IT systems maintenance and enhancement work, prioritizing it with the business and IT counterparts to ensure that systems support the efficient and effective meter to market operations, including but not limited to meter reading, billing, payment processing, collections, and market settlement under a common governance architecture.
- Develop and cultivate relationships with peers and superiors both within Customer Operations and across the meter to market process utilities related to systems governance processes and the centrally managed projects.
- Manage, coach and evaluate the performance of personnel and offer counsel and advise regarding appropriate developmental needs and/or performance improvement opportunities.
- Maintain visibility with workforce.
- Develop and manage resource requirements and budgets and fulfill Emergency Preparedness obligations

Qualifications

POSITION SPECIFICATIONS
Minimum:

10-15 years company experience with strong experience in the meter-to-market processes, supporting IT systems, customer facing business process improvements and project management

Preferred: MBA or professional certification desired.

A solid knowledge of technology (Customer facing systems including SAP CRM&B, Web, Mobile, IVR and Choice Systems) is highly desired. A working knowledge and understanding of relevant computer systems and technology.

A working knowledge and understanding of relevant computer systems and technology including mainframe and windows based client-server applications is very beneficial



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