Senior Advisor, Customer Service Continuous Improvement (m/w/d)

Become a Senior Advisor, Customer Service Continuous Improvement at Southern California Edison and play a critical role in transforming the customer experience through operational excellence and innovation. In this highly impactful role, you will lead strategic improvement initiatives that streamline processes, enhance service delivery, and drive measurable business results across customer operations. We are seeking a collaborative and forward-thinking leader who is passionate about solving complex problems, influencing change, and building scalable solutions in a fast-paced environment. Join a team dedicated to continuous improvement, customer-centricity, and powering a cleaner, more reliable energy future for the communities we serve.

Incident Management Team Expected Participation: Employees are expected to support emergency response and/or business continuity efforts, including readiness to serve on an Incident Management Team (IMT) when needed. Employees will participate in an on-call rotation (approximately every four to six weeks), to support IMT activations during emergency events. IMT assignments may differ from an individual's regular responsibilities.

As a Senior Advisor, Customer Service Continuous Improvement, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Responsibilities

• Leads projects; determining scope, budget, timelines, forms teams, assigns tasks, manages resources and issues.
• Develops and implements best practices and policies to govern business processes as well as strategic plans for digital transformations of end-to-end work management processes.
• Relies upon Lean Six Sigma, Agile, and other project management principles to effectively streamline processes and new initiatives.
• Develops strong relationships at all levels of the organization and leverages those relationships to improve overall department performance.
• Creates, implements, and manages resources that optimize processes and improve data quality. Directs and oversees technology project prioritization while adhering to annual budget.
• Conducts analyses and oversees the preparation of reports that provide operational and technical support to business operations.
• Designs and implements key performance indicators (KPIs) to streamline business strategy and leads key process improvement initiatives that help achieve company goals and improve customer satisfaction.
• 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.

Minimum Qualifications

• Ten or more years of experience in business process improvement or operational excellence initiatives.

Preferred Qualifications

• Experience applying Lean, Six Sigma, Agile, or other continuous improvement methodologies within large-scale customer service organizations.
• Strong analytical and problem-solving skills with experience leveraging dashboards, KPIs, and operational reporting tools such as Power BI, Tableau, SQL, or Excel.
• Experience influencing senior leadership and driving organizational change in complex, fast-paced, or regulated environments.
• Utility, energy, or regulated industry experience, particularly within customer operations or contact center environments.
• Proven ability to identify process gaps, implement scalable solutions, and deliver measurable improvements in customer satisfaction, productivity, and operational effectiveness.

Additional Information

• This position's work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days.??? Unless otherwise noted, employees are required to work and reside in the state of California.??? Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.