Southern California Edison (SCE) · 2 days ago
Customer Operations, Senior Supervisor
Irwindale, CA
Full-time
Hybrid
Mid, Senior Level
4+ years expSouthern California Edison (SCE) is committed to building a cleaner energy future. As a Customer Operations, Senior Supervisor, you will lead a team focused on program enrollments and ensure high performance standards in customer service delivery.
Telecom & CommunicationsEnergyIndustrialSustainabilityCommunications InfrastructureElectrical Distribution
Responsibilities
Leads, coaches, and develops a team of customer service personnel, overseeing and making real-time adjustments to operations ensuring high performance standards and quality service delivery
Sets and monitors individual and team performance goals ensuring teams meet or exceed key performance indicators (KPIs), such as customer satisfaction, resolution time, first-call resolution rates, billed revenue, delayed billing, outstanding receivables, and net write-off
Handles escalated and complex customer and/or operational issues, ensures timely and effective resolutions, and collaborates with internal stakeholders to align strategies and optimize processes for improved outcomes
Analyzes performance metrics and trends to identify opportunities for improvement and implements action plans to address service gaps
Collaborates with senior leadership to align team goals and performance with broader departmental and organizational strategies and objectives
Provides regular feedback and conducts performance evaluations to customer service supervisors and team members
Supports the development and implementation of new policies, procedures, and training initiatives to enhance service delivery
Ensures compliance with company policies, procedures, and industry regulations, maintaining a high standard of operational integrity
A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity
Qualification
Required
Associate Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience
Four or more years of combined experience performing or supervising customer operations
Preferred
An understanding of SCE's income qualified programs including CARE, FERA, and Energy Savings Assistance (ESA)
An understanding of the Medical Baseline and Summer Discount programs
The ability to recognize staffing needs and move resources to cover peaks in work volumes
Company
Southern California Edison (SCE)
As one of the nation’s largest electric utilities, we’re bringing more clean and renewable sources of energy to Southern California.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$2B2025-01-09Debt Financing· $1.5B
2024-09-03Debt Financing· $500M
Leadership Team
Michael Backstrom
Senior Vice President, Regulatory Affairs
Lizeth Ruvalcaba
Senior Manager, People Operations and Enablement
Recent News
2026-02-11
Business Standard India
2026-02-10
Company data provided by crunchbase