Sr eChannel Program Mgr - IVR

PECO•Philadelphia, PA

About The Position

This position is responsible for development, implementation and maintenance of the company's eChannels. Responsible for ensuring that all e-Channels are aligned and utilized strategically including but not limited to web, text, IVR, mobile, social media, vendors and other third party websites. Manages all content and content-related projects for eChannels. Writes, edits, and proofreads new content and acts as editor/publisher, coordinating content updates and changes from contributors across the company. Responds to issues and concerns that may impact eChannels and corporate brand. Develops and provides training to ensure that all documents meet established content standards and works with IT to assess any technical challenges. Must be familiar with a variety of eChannel concepts, practices, and procedures and rely on experiences and judgment to plan and accomplish goals. Supports content contributors with eChannel content updates and provides counsel on eChannel based projects for all business organizations within ComEd. Leads enterprise-wide eChannel governance activities. Works with e-Channel Manager to develop strategic direction of the eChannels, demonstrating knowledge of industry best practices and identifying opportunities for enhancements that support business and policy goals. Ensures consistency through compliance with appropriate eChannel guidelines. Works with IT to evaluate and recommend technology and usability improvements as well as analyzing and reporting on metrics of eChannel performance. Reports directly to the e-Channel Manager. Position may be required to work extended hours for coverage during storms or other energy delivery emergencies.

Requirements

4-year relevant degree and 4-7 years of related business experience with demonstrated eChannel (web/IVR/Social Media) management experience or in lieu of Bachelor's degree, 6-9 years relevant business experience is required.
Knowledge of new media technology, web/IVR/ Social Media best practices and usability.
High degree of interpersonal and communications skills, and knowledge of technology and new media.
Proven project management ability.
Excellent oral and written communications skills.
Ability to interact with all levels of staff including senior executives.
A high level of independence is critical

Nice To Haves

Proficient in eChannel applications, layout, design and usability
Broad experience in customer services and market research
IVR (Interactive Voice Response) technology expertise
Experience planning and executing projects and initiatives with demonstrated ability to work on multiple projects and teams concurrently

Responsibilities

Responsible for development, implementation and maintenance of e-Channels, including content development and updates; consistent branding and design; ongoing eChannel strategy; and measurement and analysis of eChannel performance and usability.
Collaborate with IT on technology and other departments, such as legal, to implement eChannel strategy and enhancements.
Provide oversight and management of the eChannel Governance Committee (s). Coordinate meetings, track issues, provide guidance on policies, procedures, best practices and technical assistance. Ensure recommendations are presented to the respective Executive Council's and ensure that strategies support business goals and are in compliance with company policy and regulations.
Support other business units and departments with training on eChannel content management system, web best practices, and web guidelines.
Coordinate, support, and provide counsel for other business related projects that impact corporate website on an as needed basis.
May manage the performance of personnel (depending on scope of eChannel) and offer counsel and advise regarding appropriate developmental needs and/or performance improvement opportunities. Lead and coach team members to improve performance and meet or exceed expectations

Benefits

Annual salary will vary based on a candidate’s skills, qualifications, experience, and other factors: $85,600.00/Yr. – $117,700.00/Yr.
Annual Bonus for eligible positions: 15%
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 bonding/primary caregiver leave or parental leave
Employee Assistance Program and resources for mental and emotional support
Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
Referral bonus program
And much more