Requisition ID # 160237 Job Category: Project / Program Management Job Level: Manager/Principal Business Unit: Engineering, Planning & Strategy Work Type: Hybrid Job Location: Oakland; Alameda; Alta; American Canyon; Angels Camp; Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch Camp; Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French Camp; Fresno; Fresno; Fulton; Garberville; Geyserville; Gilroy; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Novato; Oakdale; Oakhurst; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Sacramento; Salida; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Washington; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City Department Overview The Coworkers of Service Planning & Design (SP&D) ensure the delivery of safe and reliable electric and gas service to New Business customers. SP&D provides project management support, design & engineering, and clerical support to customers seeking new service connections. The SP&D Customer Experience Team is responsible for collecting and using Voice of Customer (VOC) inputs to understand the key drivers of an exceptional customer experience and then implement segment-based treatment and engagement strategies to deliver an improved experience. We meet regularly with customers in assigned segments to understand their needs and how PG&E can better meet those needs. As a member of the SP&D CX team, you will translate customer insights into delivery strategies, catch back plans and improvement projects. You will focus on delivering large-scale, high impact process improvement efforts across all parts of the new business process including parts of the process not within the SP&D sphere of influence. Position Summary Manages aspects of program implementation and operations. Ensures program is operating effectively. Responsibilities typically include some or most of the following in support of Program Management to ensure attainment of program metrics/objectives. * Define the key Moments of Truth for assigned customer segment * Create intentional treatment and communication strategies centered around the segment needs, Moments of Truth, and competitive enablers * Monitor all CX Data for the segment (Customer Transaction Survey, Verbatims, Escalations, On Time Delivery, etc) * Establish a segment plan and roadmap to improve CX * Define Customer Transaction Survey targets that align to strategy deployments and organizational goals * Monitor delivery health of segment (% past due) * Engage with PMO PM team to drive improvements in project delivery * Create direct engagement channels with segment to readily obtain Voice of Customer insights * Create and own catch back plans to drive improvements in the segment's CX performance Position is primarily office environment with extensive use of personal computers, telephone conversations, conference calls and in person meetings. Travel to Oakland General Office and within PG&E service territory is required and estimated to be 20% of total time in work schedule. Location is flexible within the PG&E Service Territory, please note hiring leader will make final decision of what are appropriate headquarters for the role based on business need. This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory. 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, 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. Job Responsibilities * Recognized subject matter expert who represents PG&E in regulatory and/or industry forums on subject of expertise. * 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. * Leads development of program goals and metrics to meet company goals and objectives. Collaborates across organization to ensure alignment of goals to support program. * Responsible for utilizing other departments and teams to meet program goals. * Organize and lead cross-utility project teams to influence utility, regulatory and/or industry decisions. * Leads large statewide energy efficiency programs or efforts on behalf of PG&E to resolve issues and conflicts or to educate other parties. * Develops or provides significant input to PG&E leadership, other utilities with similar programs, industry and/or regulatory decision makers to influence market place and regulatory strategies impacting PG&E and its customers. Qualifications- Minimum Qualifications: * Bachelor degree or equivalent experience. * 10 years of related experience or equivalent Desired Qualifications: * Master's degree preferred. * PMP or Lean Six Sigma Certification o Knowledge, Skills, and Abilities Desired o Ability to use understanding of the business to help drive strategic decision making, and to recommend operational improvements o Ability to lead the largest most complex projects across the line of business supported (i.e. estimating, standards, risk, compliance and construction.) o Deep knowledge and expertise of business and or industry drivers o Ability to lead large and complex projects working with cross-functional teams o Ability to create compelling business cases based on complex business environments and inputs o Adept at addressing issues with diplomacy and tact #featuredjob