Mgr, Business Engagement

We are seeking a Business Engagement Manager within the Georgia Power Customer Experience (CX) team to drive the adoption of data-driven decision making across business units. This role focuses on identifying organizational pain points solvable through data and analytics, enhancing processes, and fostering data literacy.

About the Role

• Proactively identify high-value or cross-business unit opportunities addressable by analytics or data-driven approaches.
• Document, analyze, prioritize, and develop solutions to enhance CX business unit processes using data, automation tools, and technologies.
• Collaborate with partner and system teams to establish a business unit-friendly data stewardship and documentation framework.
• Drive data literacy and decision intelligence adoption to establish data-driven decision making as a core competency within CX business units.

Responsibilities

• Client Business Needs Gathering: Identify client pain points, document goals, and assess if data, analytics, or technology solutions can address their needs. Leverage knowledge of business unit operations to connect problems with solutions.
• Process/Data Deep Dives: Analyze client processes and associated data to determine if data-driven solutions, automation tools, or technologies can drive efficiencies or enhance customer experience.
• Internal Analytics Partner Team Collab Sessions: Collaborate with customer analytics or system teams to share client findings and develop solutions.
• Stakeholder Management: Communicate project progress with client teams to ensure expectations are met and value is delivered.
• Client Need Backlog Management: Create, maintain, and prioritize the client need backlog to focus solution efforts on delivering maximum value.
• Leadership Communication: Socialize client needs through dashboards, presentations, or reports to keep leaders and cross-functional partners informed.
• Client Data Literacy Baselining: Proactively assess and document the level of data-driven decision-making proficiency within CX client teams.
• Partner Collaboration: Work with internal teams (e.g., SCS Customer Analytics, Customer Data Platform, TO Information Management Office) to build a data stewardship and cataloguing framework for GPC CX business units.
• Collateral Distribution: Lead efforts to consolidate and distribute data-driven decision-making content to GPC CX client teams on a recurring basis.
• Client Education: Help clients understand their data and how it enables informed decision-making. Document and prioritize datasets for upload to the Customer Data Platform (CDP).

Requirements

• Education: Bachelor’s Degree in Engineering, Analytics, Data Science, Mathematics, Economics, Business, Marketing, Communications, or related fields. Master’s Degree preferred.
• Experience: 5+ years working in or directly supporting Customer Service, Sales, Marketing, Customer Experience, or related organizations in an enterprise context.
• Technical Knowledge: Solid understanding of data analytics concepts, capabilities, and technologies.
• Leadership: Proven ability to work on cross-functional teams and lead teams toward meaningful results.
• Analytical Skills: Excellent problem-solving and analytical skills with a data-driven approach.
• Communication: Strong verbal and written communication skills, able to articulate technical concepts to non-technical stakeholders and vice versa.
• Customer-Centric Collaboration: Passionate about understanding customer needs and delivering exceptional user experiences collaboratively.
• Previous experience within a utility or regulated industry is highly preferred.

Skills

• Ability to capture business requirements and translate them for technical teams.
• Player-coach mindset: ability to guide others while also completing hands-on deliverables.
• Customer-centric, results-oriented, and detail-oriented.
• Innovative mindset leveraging tools and technologies to transform business processes.
• Strategic thinker connecting problems with solutions.
• Committed to continuous learning, particularly in the data space.
• Strong partnership-building skills.
• Works well independently and collaboratively.
• Acts with speed and decisiveness.

Benefits

Southern Company invests in employee well-being through a comprehensive total rewards strategy, including:

• Competitive base salary.
• Annual incentive awards for eligible employees.
• Health, welfare, and retirement benefits supporting physical, financial, and emotional/social well-being.
• Eligibility for additional compensation, such as incentive programs.

For more details, visit the Southern Company Benefits Summary.

About Georgia Power

Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), serving 2.6 million customers across Georgia. The company focuses on delivering clean, safe, reliable, and affordable energy with a diverse generation mix, including nuclear, coal, natural gas, and renewables. Georgia Power is recognized for industry-leading customer satisfaction and is committed to innovation, sustainability, and net-zero greenhouse gas emissions by 2050.