Customer Energy Programs Senior Advisor

Job Description

The Customer Energy Programs, Senior Advisor plays a critical leadership role in advancing customer assistance and energy affordability programs by translating regulatory requirements and business goals into effective, customer-focused solutions. This position leads complex program initiatives, drives digital transformation and operational excellence, oversees regulatory compliance and vendor performance, and partners across the enterprise to deliver measurable improvements in customer experience, program effectiveness, and operational efficiency. As a strategic advisor, the role influences key decisions, manages high-impact initiatives, and champions continuous improvement to support equitable outcomes for customers and sustainable business results.

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.

Responsibilities

• Advises on the strategic direction of customer programs and services to maximize value, improve efficiency, and ensure compliance with operational and reporting standards.
• Provides expert guidance to senior leadership and key stakeholders on program operations while monitoring efficiency and cost metrics to drive sustained performance.
• Uses advanced program reports, dashboards, and customer feedback to drive execution, address red flags, escalate issues promptly, and surface improvement opportunities where no precedent exists.
• Leads strategic and/or critical program-related activities with internal teams, external vendors, and/or stakeholders to ensure seamless integration of customer programs and services with utility operations and customer engagement.
• Drives strategic application of industry trends and best practices, delivering and executing recommendations that address emerging program needs and advance company objectives.
• Leverages in depth knowledge to advocate for and advise on all program related topics with internal and external stakeholders (such as regulatory bodies, industry associations, and technology providers).
• Develops and implements training programs to build organizational capabilities.
• 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 working in a customer service, corporate, administrative, or analytical role supporting business operations.
• Four or more years experience leading customer programs, services or projects.

Preferred Qualifications

• Experience leading complex programs, regulatory initiatives, or operational transformations in a regulated industry.
• Experience with the RFP (Request For Proposal) process including vendor relations and management.
• Strong knowledge of program governance, compliance, risk management, and process improvement practices.
• Proven ability to lead cross-functional projects involving Operations, IT, Compliance, Legal, and external partners.
• Demonstrated experience leveraging technology, automation, and data analytics to improve business performance and customer outcomes.
• Excellent strategic thinking, executive communication, and stakeholder management skills with the ability to influence across all organizational levels.

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.
• Position may require travel from time to time, including field work throughout SCE's service territory
• Relocation does not apply to this position.