Manager, Online

Constellation Energy is seeking a Manager, Online to lead our digital customer experience in the Utilities & Energy sector. In this role, you will oversee online channels, including customer portals and self-service platforms, to drive engagement, satisfaction, and retention. You will manage a small cross-functional team, coordinate with IT, marketing, and operations, and use analytics to improve usability, conversion, and issue resolution.

The Manager will own digital roadmaps, ensure secure and reliable online services, support new product launches, and champion a data-driven, customer-centric approach aligned with our sustainability goals.

Responsibilities

• Lead strategy and performance of online customer channels and portals
• Manage and develop a cross-functional digital experience team
• Collaborate with IT, marketing, and operations on digital initiatives
• Analyze web and portal analytics to optimize usability and engagement
• Own and maintain the online customer experience roadmap
• Ensure reliability, security, and compliance of online platforms
• Support digital aspects of new product and service launches
• Gather customer feedback to drive continuous online improvements
• Report performance metrics and insights to senior leadership
• Align online experience initiatives with sustainability and brand goals

Required Skills

• Digital channel management
• Web analytics and reporting
• Customer experience (CX) design
• Product management for online platforms
• Project management
• Data analysis and KPI development
• User experience (UX) optimization
• A/B testing and experimentation
• Stakeholder management
• Basic understanding of cybersecurity and compliance for web platforms