Full Job Description
Join the Clean Energy Revolution
Become a Vendor Operations Manager at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll have the responsibility for building the new Vendor Operations Management team within Revenue Services Organization (RSO), which will work with RSO’s operational groups to bill and collect $12 billion in annual revenue. As the Vendor Operations Manager, you will be responsible for the successful day-to-day Operations for a new offshore back office vendor partner and other ongoing onshore partnerships. You will ensure the appropriate allocation of budget and resources for the successful completion of all RSO outsourced work. You and your team will be responsible for driving the performance of our vendor partners to meet or exceed key performance indicators in the areas of customer satisfaction and operational effectiveness.
In this position, you will be responsible for developing, negotiating, and implementing, new and ongoing contract terms and conditions that improve the SCE’s customer experience. When issues arise, you and your team will analyze data, draw valid conclusions, and develop effective solutions.
As a Vendor Operations Manager, 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?
A day in the life - Get ready to think big, work smart and shine bright!
Provide vision, direction and lead the overall activities of the Revenue Services Organization’s (RSO) new Vendor Operations Management team.
Partner with other RSO Operational peers, Quality Assurance, vendors’ account managers, and support organizations to help RSO vendor partners succeed in meeting their obligations.
Provide guidance with on-going processes including quality adherence, budget analysis, vendor relationship management, escalations, business case development and Business Continuity.
Partner with RSO Operations peers to assist with identification and development of new technology solutions, resolve operational issues/bottlenecks, and report out on performance of vendor partners.
Create and maintain a positive, satisfactory work environment across all areas of organization that balances operational needs and employee satisfaction.
Lead or supports cross-functional teams to develop Operating Unit (OU) wide projects and programs.
Serves as a subject matter expert (SME) to internal and external stakeholders on vendor partners operations and requirements, contract terms, and operational outputs.
Provide guidance, coaching, and support to a team of 4 senior analysts or more.
With the support of our vendor partners, lead monthly and quarterly business reviews to ensure leadership and operational alignment.
Five or more years of experience leading a group, unit or team.
Available to meet with offshore vendor outside of normal business hours as needed.
Ability to travel to offshore vendor (India) site 4-5 days every 6 months or as needed.
Bachelor degree or higher in Business, Operations Management, or related field.
Experience directly leading or providing direction to outsourced teams or 3rd party vendors for a high paced customer service organization
Lean Six Sigma and/or Project Management certification
Experience leading back office operations for billing and payment processing, call center, data processing, or other customer facing operational organizations
Experience leading negotiation of contracts and agreements with 3rd party vendors that achieve company’s and division targets
Experience directing 3rd party vendor operations to meet Service Level Agreements, KPIs, cycle times, and budget targets that support RSO operations
Possess knowledge of operations and vendor management best practices and demonstrated experience applying them to customer service environments.
Experience facilitating operations issues resolution by balancing competing priorities, organizational capabilities and customer impacts
Proven ability to create strategic partnerships with 3rd party vendors
Exceptional awareness of own leadership style and how it contributes to culture of organization; able to develop soft skills of direct report leaders
Proven track record of embracing and leading a culture of inclusiveness and accountability through coaching and feedback.
Experience using employee engagement strategies to maintain a positive work environment in a customer service organization.
Experience leading or executing process improvement efforts, best practices, strategic initiatives while building and maintaining relationships with other departments, companies, and community organizations
Experience making strategic and tactical decisions to ensure organizations meet company and operational targets
Excellent communication skills at all levels of company from front line to executive level
Results oriented and ability to handle multiple concurrent activities
You should know …
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About Southern California Edison
The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.
At SCE, we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.
We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727. #LI-MM1