Consultor Sénior, Gestão de Desempenho do Serviço ao Cliente

Join the Clean Energy Revolution

Become a Senior Advisor, Customer Service Performance Management at Southern California Edison and help shape the future of customer operations at one of the nation's largest energy companies. In this highly visible role, you will lead performance management strategies that drive operational excellence, elevate customer experience, and influence key business decisions across the organization. We are seeking a strategic, data-driven leader who thrives in fast-paced environments, can translate insights into action, and is passionate about continuous improvement, accountability, and delivering measurable results. Join a team committed to innovation, collaboration, and building a cleaner 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 Performance Management, 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

• Ensures the forecasts incorporate new distributed energy resource (including energy efficiency, demand response) forecasts, and policies.
• Drives key studies to determine the financial and operational impact of changes in company assets or the business environment.
• Delivers applied economic analysis and reporting on overall market performance and efficiency, the impact of proposed revisions to market rules, and market participant behavior.
• Participates in the design of the framework to identify and quantify consumer detriment in relation to pricing.
• Uses benchmarking model to identify examples of disproportionate pricing and how we can address them. Suggests appropriate options for preventing or resolving potential market design problems, inefficiencies, gaming, market manipulation or non-compliance with market rules.
• Collaborates with internal stakeholders regarding forecast methodology and analysis and ensures our deliverables meet their needs.
• Assesses the viability of new investments and the attractiveness to investors; conducts economic analyses of alternative approaches to energy and/or environmental policies.
• Sets up and executes in-house software and prediction tools to translate the long-term resource into energy production for a wide variety of equipment configurations.
• Collaborates with forecasters to understand how load and price forecasts can be improved to meet new challenges.
• 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 performing modeling, forecasting or economic analysis and reporting.

Preferred Qualifications

• Bachelor's degree in Business, Analytics, Operations, or related field
• Experience developing KPIs, dashboards, and operational reporting
• Strong analytical, problem-solving, and communication skills
• Experience partnering with cross-functional teams and senior leadership
• Proficiency in Excel, Power BI, SQL, SAS, or similar tools
• Utility or regulated industry experience

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.