Southern California Edison Senior Manager, Strategic Customer Engagement & Program Management in Rosemead, 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 Customer & Operational Services:

Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.

Position Overview :

Primary functions of the Senior Manager, Strategic Customer Engagement & Program Mgt Office (PMO) :

  • Develop and execute short and long-term integrated business plans that mobilize the company to deliver the optimal customer experience that meet business objectives by engaging SCE customers and exceeding customer expectations

  • Provide oversight to develop and align multiple work streams included in the Customer Interactions PMO as well as institutionalize customer engagement model and implementation across multiple channels

  • Provide strategic direction into the day to day planning and executional operations of the functions within the Strategic Customer Engagement Design team, including approving requests, providing counsel on plans / projects or management issues, and helping to overcome roadblocks to maximize results. Monitor, measure and manage to KPIs, corporate and department goals. Change priorities and resource allocations as required.

  • Provide strategic direction into the day to day planning and executional operations

  • Establish and manage performance for 7 Advisors and 1 Sr Advisor

  • Establish and manage the appropriate governance to ensure integration and shared goals are met.

  • Deliver reports for senior management and Board on operational performance.

Typical Responsibilities:

The Senior Manager will be responsible for the coordination and integration of the following functions including, but not limited to:

  • driving and executing the strategy needed to achieve organizational goals and key performance indicators

  • overseeing operational approvals, resource allocation, etc

  • managing resources (budget, training, facilities, and human resources)

  • integrating project management from formation, launch, to ongoing management,

  • providing direction into strategic initiatives

  • incorporating process improvement (build, maintain, and update the organizational infrastructure, as needed)

  • integrating execution across multiple cross-functional teams, key stakeholders, and executive sponsors

  • Demonstrating Company values through decisions and actions.

  • Promoting the Company’s safety culture to ensure a safe work environment.


Minimum Qualifications:

  • Bachelor’s degree or higher in Business or Technical Discipline

  • Five or more years of experience in strategic planning, customer experience, business planning, or related discipline.

  • Five or more years of demonstrated project management office experience.

Desired Qualifications:

  • Master’s Degree in Business or Technical Discipline preferred.

  • Demonstrated experience in teambuilding – including building leadership at all levels to ensure a safe, engaged and high-performing workforce.

  • Experience influencing change in culture

  • Success managing in a cross functional, matrixed organization driving collaboration and alignment.

  • Strong interpersonal skills with proven record of effective collaboration and cross-functional alignment

  • Ability to multi-task and manage competing priorities

  • Proven ability to develop, coach and inspire team to achieve highest performance level

  • Proficiency in executive presentations


  • Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.

  • Relocation may apply to this position

Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 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.