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The Customer Experience and Operations Planning Manager will support the Customer Experience and Operations (CXO) division and its leadership team to optimize performance, help align priorities & projects and support communication within CXO and Customer Service Business Unit (CSBU). This role will analyze project requirements and work requests to design resourcing plans that will include representation and subject matter expertise from across differing OPPD Business Units. Representation will be dependent on the type of project (examples include: CX journey, BU project, or other work requests). This role is accountable for collaborating and negotiating with BU leadership and direct management on identified resources to ensure the appropriate and effective allocation of their time to specific projects and initiatives. Responsible for sequencing work activities, optimizing and coordinating assignment of resources, progressing work in the schedule, and resolving scheduling conflicts both globally and within their immediate area of responsibility. The CXO Planning Manager is also responsible for developing and maintaining the integrated resource schedule and for the tracking, analyzing, and reporting of associated work efforts.
Analyze project requirements/data in order to evaluate the organization's ability to do work versus the projected workload.
Attend/Lead scheduling and project related meetings in order to ensure effective planning and utilization of District resources.
Evaluate the status of gaps and overloads of all work at each phase of the project.
Design project schedules and resourcing plans incorporating detailed estimates of resource allocation requirements. Ensure plan completion timelines meet the needs of the business/customers and align with business resource constraints/limitations.
Ensure elements such as: role, ideal project participant, estimated weekly commitments, and approximate timeline of resource needs are identified and documented.
Identify and recommend staffing levels, skillsets, and potential augmentations/gaps to ensure business as usual is not negatively impacted by project assignments.
Consult with management representatives of project resources to identify and allocate effective individual resources projects.
Analyze available resources based on project requirements and objectives.
Develop primary and secondary lists of potential project candidates.
Effectively define resource allocation requirements to support management decisions.
Negotiate with direct management to obtain required resources (escalating to Director only) as required due to business as usual or other resource constraints.
Monitor and analyze project progress against designed planned timelines and develop progress reporting and plan alteration recommendations as needed to ensure the on-time delivery of projects.
Develop, track, review and report meaningful performance and productivity measures.
Provide analysis of project performance data to management.
Proactively identify and design and recommend mitigation ideas for topics such as: resource constraints and timeline/scope creep.
Coordinate the work management process and resolve potential conflicts that occur between scheduled and non-scheduled work and available resources.
Provide key leadership, management and/or communication for Customer Experience and Operations projects, internal/cross functional CSBU projects or participate on teams in various capacities while representing CXO. Additional work including but not limited to reporting on inputs and outputs of CXO work, CXO contributions to OPPD customer satisfaction and planning/execution of CXO strategic plans which would include collaboration and coordination of CXO resources to support CSBU and/or OPPD efforts.
Qualifications
Required:
Bachelor's degree or four years of related experience.
Effective communication skills.
Strong analytical and consulting skills.
Previous project management experience.
Previous experience managing the delivery of multiple assignments with overlapping priorities & timelines.
Previous experience working in and/or leading cross-functional teams.
Demonstrated ability to influence and effectively collaborate in team environments.
Desired:
Knowledge of work management systems such as Customer Care & Billing (CC&B), Asset Suite, OMS, Mobility, and Primavera.
Knowledge of Corporate policies and practices and bargaining unit work rules is desired.
Closing Statement
S4:Base: $86,386Midpoint: $107,982At Omaha Public Power District, we're passionate about three things: power, the people who make it, and the people who rely on it.WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.WE'RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We're dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.OUR JOB: To provide power with a purpose. We have real impact - on people's lives, on the environment, and on the future of energy. We're always looking for bright, capable people who want an opportunity to lead from where you are, wherever you are, and know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.Org Marketing Statement EOE: Protected Veterans/DisabilityHow To Apply Apply online at www.oppd.com on or before December 17, 2023. Recruiter: Jennifer Skupa - jkskupa@oppd.com #LI-JS1 PLEASE NOTE - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.
