Mgr Customer Care - Philadelphia, PA

About the role

Exelon is powering a cleaner, brighter future as a Fortune 200 company serving more than 10.7 million customers across six energy companies. The organization values safety, innovation, integrity, and community service, and is committed to an inclusive environment where every person can thrive.

Primary Purpose

Plan, direct, manage, and monitor the activities of a Customer Services operations organization, including management, non‑exempt, and bargaining‑unit employees. Maintain and deliver optimum quality of service to internal and external customers, maximize employee performance and productivity, and implement standards and programs to improve processes, increase customer satisfaction, and meet or exceed financial and operational performance targets. Ensure safe and efficient operation of the facility, with potential extended‑hour coverage during storms or energy delivery emergencies.

Primary Duties

• Direct management employees in developing strategies and implementing tactics to support business and financial plans; coordinate and evaluate scheduling of work within the area; and coordinate operations activities with Contact Center Support teams (30%).
• Develop, direct, manage, evaluate, and instruct managers of bargaining‑unit or non‑exempt line employees; evaluate management, supervisory, and line employee performance; and develop programs and new processes to enhance job skills and motivate employees toward department goals (30%).
• Develop working relationships and implementation plans with the union to reduce misunderstandings and resolve labor/management disputes and grievances; manage activities and processes in accordance with management guidelines and the collective bargaining agreement (10%).
• Design, implement, and monitor identified process/procedural improvements (10%).
• Interface with other business units to ensure timely completion of work and identified process/procedural improvements; manage, direct, and supervise the servicing of internal/external customer special needs (10%).
• Establish and maintain a safe work environment for subordinates; manage the facility to ensure a safe, clean, and productive work environment (10%).

Job Scope

Operational decisions are made without supervision, covering all people, processes, and operations within the contact center. Provide performance feedback and input into final performance ratings and salaries for the Customer Care Center team. Conduct performance reviews and job selection interviews. Accountable for meeting an annual budget of $25 million through people and process management, and for the overall performance, safety, and satisfaction of customers and employees. Represent the Customer Care organization to internal and external audiences and advise the Director on strategic direction as needed.

Minimum Qualifications

• High School/GED (Bachelor’s degree preferred).
• 8–10 years experience in Exelon’s Energy Delivery (EED) business unit, or, in lieu of a degree, extensive (15+ years) internal or external experience.
• Demonstrated leadership, managerial, and supervisory experience.
• Detailed knowledge of collective bargaining agreements (CBA) and related procedures, policies, and processes.
• Proven experience managing employee dispute resolution or grievance processes.
• General understanding of customer information systems and strong computer literacy.
• Strong project‑management skills.
• Demonstrated high levels of leadership in EED competencies: drives for accountability and achieves results; fosters teamwork and collaboration; applies continuous learning and improvement; sustains high performance in ambiguous situations; promotes diversity; creates competitive advantage.

Preferred Qualifications

• Success leading leaders, including supervisor development, succession planning, and talent management.
• Experience leveraging customer experience (CX) metrics, workforce performance data, and operational analytics to drive business results.
• Proven track record of implementing continuous‑improvement initiatives using Lean, Six Sigma, process improvement, or similar methodologies.
• Experience leading organizational change initiatives such as technology implementations, operational transformations, and process redesign efforts.
• Ability to build collaborative partnerships across business units to achieve enterprise objectives.

Benefits

• Annual salary range: $108,000 – $148,500.
• Annual bonus for eligible positions: 20%.
• 401(k) match and annual company contribution.
• Medical, dental, and vision insurance.
• Life and disability insurance.
• Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave, and parental/primary caregiver leave.
• Employee Assistance Program and resources for mental and emotional support.
• Well‑being programs such as tuition reimbursement, adoption and surrogacy assistance, and fitness reimbursement.
• Referral bonus program and additional benefits.

Pay

Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $108,000 – $148,500 per year. Eligible positions receive an annual bonus of 20%.

Location: Philadelphia, Pennsylvania.