Mgr, Business Engagement

JOB SUMMARY:

The Business Engagement Manager will provide strategic leadership, technical expertise, and tactical support to maximize the value that internal data, analytics, and AI solutions can provide Georgia Power Customer (GPC) Experience (CX). Specifically, this role will lead the following activities:

- Serving as the connective tissue between internal technical teams and CX business units to integrate large-scale, cross-functional analytics and AI solutions into GPC CX business processes
- Working with internal Digital Enablement teammates and other system partners to formulate and deliver process automation solution frameworks for identified GPC CX business processes
- Collaborating with the Technology Organization, Customer Data Platform team, Data Management Hub, and analytics teams from other functional areas to enable GPC CX and partners with foundational data needs for analytics
- Providing strategic and tactical support to system AI and analytics initiatives and solution development, ensuring that GPC CX’s needs are incorporated into delivered solutions

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )

Education

- Bachelor’s Degree in Engineering, Analytics, Data Science, Artificial Intelligence, Mathematics, Computer Science, Economics, Business or related fields required.
- Master’s Degree in any of the above highly preferred.

Knowledge/Experience/Skills

- Enterprise Experience: 6+ years of experience working in or directly supporting a major operational functional area within an enterprise context; previous experience working with Customer Experience, Customer Service, or Sales organizations preferred.
- Technical Solution Development: Ability to take client requirements, feedback, and data and translate it into a digital solution that provides substantial client value.
- Moderate-to-Deep Analytics and AI Knowledge: Firm, demonstrated, hands-on experience with and understanding of data analytics, AI, and automation concepts, capabilities, and technologies.
- Leadership Skills: Proven ability to work on cross-functional teams and lead teams towards meaningful results.
- Analytical Skills: Excellent problem-solving and analytical skills, with the ability to make data-driven decisions.
- Player-Coach: Ability to guide and direct others to achieve results in addition to the ability to serve in a hands-on capacity to complete deliverables.
- Communication Skills: Strong verbal and written communication skills, with the ability to articulate technical concepts to non-technical stakeholders and vice versa.
- Customer-Centric Collaboration: Passionate about understanding customer needs and delivering exceptional user experiences in a collaborative fashion.
- Previous Experience: previous utility experience preferred; previous regulated industry experience preferred.

Behavioral Traits:

The successful candidate will demonstrate the core values of Safety First, Intentional Inclusion, Superior Performance, and Acting with Integrity.

Additional required behavioral attributes:

- Customer-centric
- Results-oriented
- Technically proficient
- Detail-oriented
- Innovative mindset, leveraging available tools and technologies to transform business processes
- Strategic thinker, with an ability to connect the dots between problems and solutions
- Continuous learner, particularly regarding data analytics and AI for business transformation
- Collaborative, building and maintaining constructive partnerships with business partners
- Work versatility, working well both with others and independently
- Thoughtful decisiveness

MAJOR JOB RESPONSIBILITIES:

Major Data Solution Business Process Integration (40%)

- Client Business Engagement: Along with a Business Engagement peer, meet regularly with CX business unit teams to identify client pain points, document goals, and identify if data, analytics, AI, or technology solutions can address their needs.
- Data Analytics and AI Solution Process Integration: Work with CX business unit teams, internal technical partners, system peers, and vendors to seamlessly integrate large-scale analytics and AI solutions into existing GPC CX business processes.
- System Analytics and AI Initiative Support: Provide strategic and tactical support to major system analytics and AI solution development initiatives, ensuring GPC CX’s interests are represented

Process Automation/Enhancement Solution Development (40%)

- Process & Data Deep Dives: Understand GPC CX client processes – and the data consumed by and generated by those processes – to discern if data-driven solutions, automation tools, or technologies can drive efficiencies or customer experience enhancements.
- Solution Development: Work with internal peers, technical partners, and vendor partner teams to formulate and deliver process automation and enhancement solutions to generate value for both internal and external customers.

Data Analytics Value Enablement (20%)

- Partner Collaboration to Drive Value from Data Assets: Partner with internal teams, like the SCS Customer Analytics team, Customer Data Platform team, system committees, and the Technology Organization to ensure that foundational cloud data product needs are being met to enable the analytics objectives of GPC CX.
- Internal Analytics Teammate Collaboration Sessions: Collaborate with GPC Customer Analytics teammates to facilitate a bi-directional flow of discovered client needs and pain points that can be potentially addressed with analytics, intelligence, or AI.

Across all three of these major areas of responsibility, this role will also require frequent leadership communication where client needs, solution integration/development progress, and other relevant updates will need to be continually socialized to executives, client leaders, system committees, and other leadership teams.