Principal, Program Manager - Customer Experience & Messaging

Requisition ID # 161115

Job Category: Project / Program Management

Job Level: Manager/Principal

Business Unit: Operations - Other

Work Type: Hybrid

Job Location: Oakland

Position Summary

This role is for a Customer Experience lead within the Vegetation Management organization.

Manages aspects of program implementation and operations. Ensures program operation is effective. Responsibilities typically include some or most of the following supporting Program Management to ensure attainment of program metrics/objectives.

• Defining and implementing strategies to improve the Vegetation Management customer experience.
• Developing proactive customer communications, and implementing processes to distribute communications.
• Driving initiatives to reduce customer escalations.
• Driving messaging trainings, directed towards internal employees & contractors
• Performing customer analysis & segmentation to identify / implement strategies to improve the customer experience.
• Developing, measuring, and reporting on the success of the program.
• Partnering with the VM Operations organization, other PG&E departments, and external partners to develop and implement strategies to improve customer satisfaction.
• Identifying and maintaining strong working relationships with all strategic programs and partners.
• Partner with Regulatory and Compliance teams to ensure compliance with all regulatory requirements and support regulatory activities by supplying information for filings, data requests, and meetings with regulators.
• Identify stakeholders and communicate within and outside of PG&E.
• Developing and implementing policies and procedures.
• Identifying new partners, technologies, and delivery channels.
• Developing and implementing methods to track customer escalations.
• Identifying trends and root causes in customer escalations and interferences, and proposing / implementing strategies to address those root causes.

PG&E is providing the salary range that the company, in good faith, believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, collective bargaining agreements, and internal equity. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

A reasonable salary range is:

Bay Area Minimum: $140,000

Bay Area Maximum: $238,000

&/OR

California Minimum: $133,000

California Maximum: $226,000

• This job is also eligible to participate in PG&E's discretionary incentive compensation programs.
• This position is hybrid. You will work from your remote office and your assigned location based on business needs. This position is headquartered in PG&E's Oakland General Office.

Responsibilities:

• May manage major cross-functional projects and initiatives.
• Coaches and mentors less experienced employees
• Solves unique and complex problems, anticipating issues and developing innovative solutions.
• Demonstrates strategic leadership with internal stakeholders to support Company goals.
• Lead the development of program goals and metrics to meet company goals and objectives. Collaborates across the organization to ensure alignment of goals to support the program.
• Responsible for utilizing other departments and teams to meet program goals.
• Provides input to PG&E leadership to influence marketplace and regulatory strategies impacting PG&E and its customers.

Qualifications

Minimum:

• Bachelor's degree or equivalent experience.
• Ten years of related experience or equivalent

Desired:

• Master's degree.
• PMP Certification.
• Ability to understand the business to help drive strategic decision-making and recommend operational improvements.
• Ability to lead the most significant, most complex projects across the line of business supported (i.e., Customer Care, Human Resources, etc.).
• Deep knowledge and expertise of business and or industry drivers.
• Ability to lead large and complex projects working with cross-functional teams.
• Ability to create compelling business cases based on complex business environments and inputs.
• Adept at addressing issues with diplomacy and tact.

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