Business Engagement Manager

Business Engagement Manager

Description

With full support of the Southern Company Management Council, the electric operating companies recently approved a four-year business initiative leveraging technology to help the electric operating companies realize the vision for a modernized, efficient digital customer experience to deeply engage with our customers and provide a more personalized experience. The initiative will implement new Customer Information (CIS) and Meter Data Management (MDM) systems, along with an advanced analytics platform, enhanced customer engagement tools for our customers and a modern agent desktop. The program will impact all 4.2 million electric customers across all our customer engagement channels (Voice Response Unit (VRU), web portals, mobile app, etc.) and includes billing over $52 billion annually for Southern Company. This initiative is focused on the electric operating companies. The project team will consist of an estimated 450 internal and external resources spread across five workstreams.

The primary responsibility of the Business Engagement Manager is to serve as the Company or Technology representative/liaison for resource planning, communication enablement, testing and training support, and stakeholder identification.

The Business Engagement Manager is responsible to help the operating company or Technology organization to understand key milestones, critical path (for example, Service Cloud and MDM), project success factors and project risks (regulatory differences) and help to resolve elevated key business decisions and then help remove barriers.

There will be alignment for technology employees to the technology leaders and business employees to business leaders.

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )

• Degree in Business, Communications, Psychology, Human Resources, or related field is required.
• 5-10 years of experience in the electric utility industry with at least 3-5 years of experience leading cross-functional departments and teams.
• Successful attributes - business understanding of customer operations (customer service, marketing, power delivery, revenue accounting, regulatory), strong management skills, strong network and for the technology liaison - an understanding of customer technology.
• Establish and maintain strong working relationships and work closely and in collaboration with the Organization Readiness workstreams.
• Ability to lead and manage through change. Should be recognized as a change agent.
• Outstanding credibility and demonstrated ability to build strong relationships within the company and industry, as well as with vendors/suppliers.
• Demonstrated ability to influence senior-level management and key stakeholders and lead through influence.
• Excellent verbal and written communication skills.
• Excellent presentation and verbal skills.
• Confident in any business setting.
• Excellent organizational skills and strong attention to detail.
• Knowledge of Southern Company business functions, policies and procedures.
• Strong understanding of Southern Company business landscape, including policy procedure information.
• Ability to work with cross-functional teams and subject matter experts.
• Strong understanding of Southern Company culture.
• Ability to multitask with limited supervision.
• Proficiency with MS Excel, MS Word, and online calendaring tools (e.g., Microsoft Outlook).
• Ability to lead external vendor.

MAJOR JOB RESPONSIBILITIES:

• This role would work with the project to understand resource requirements and be responsible for working with company management to supply resources (for example, SMEs for design or individuals for testing).
• Ability to effectively interact with all levels of management.
• This role would assist in the development/validation of impacted stakeholders.
• This role would assist in the development/validation of employee list for training.
• This role would enable communication with impacted company departments and executives utilizing project communication materials.
• This role would provide feedback from the company to the project to ensure strong communication.
• Maintains leadership engagement and consults/informs leaders across the organization on key decisions that have cross-functional impacts.
• Ability to present information succinctly and clearly to various stakeholders.
• Ability to use good judgment and to make sound decisions.
• Ability to utilize multiple resources to accomplish tasks.
• Ability to adapt to changing demands and reprioritize as necessary.
• Ability to initiate and manage multiple and complex projects, and to meet deadlines in a fast-paced environment.
• Ability to balance a focus on quick wins and actionability with ways to help the organization efficiently solve problems at scale.
• Model and manage the program consistent with Southern Company's values.

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Georgia Power Company

Job Type: Standard

Travel (Up to): Yes, 25 % of the Time

Work Location(s):

Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)

241 Ralph McGill Blvd. NE

Atlanta, 30308

Req ID: GPC2009141