Expert, Product Manager

Requisition ID # 169392 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Electric Operations

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Execution performance team is a cross-functional organization that is leading PG&E’s Electric Operations metrics and data programs. The department is dedicated to fostering a culture of safety, transparency, and accountability. Our mission is to ensure that all safety concerns, regulatory compliance issues, and operational hazards are identified, reported, and addressed promptly and effectively. The Report it program is a business and technology program to allow customers to submit possible safety concerns via a mobile and web application. Report it works with multiple stakeholders due to the breadth of issues and resolutions required for each case submission. A strong partnership with existing IT business systems and other technology applications with a focus on incrementally improving business capabilities and delivering value. The department and Report it Program are integral to PG&E’s commitment to operational excellence and the well-being of our employees, contractors, and the communities we serve. By encouraging transparent reporting and rigorous analysis, we strive to uphold the highest standards of safety and compliance in all our operations.

The Report it program is comprised of multi-disciplinary coworkers with deep functional and industry expertise to design and implement end-to-end business processes and technology solutions following industry leading practices. The team partners closely with IT and external partners to work collaboratively with many stakeholders to adopt standard processes and maximize use of the Report it application technology solutions to meet business needs. Each role in this department offers immense career growth potential and a once-in-a-lifetime opportunity to accelerate the outcomes of our True North Strategy and deliver for our customers.

Position Summary

This role works with business partners to create product plans and bring new features to the market as part of an Agile team. It manages day-to-day operations for the PG&E Report It app and website. This role drives cross-functional collaboration to ensure compliance with regulatory requirements, deliver a seamless user experience, and support operational readiness. This role will work closely with the Digital Strategy team, which oversees PG&E’s customer-facing digital products, including pge.com.

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: $122,000
Bay Area Mid-Point: $158,000
Bay Area Maximum: $194,000
&/OR
CA Minimum: $116,000
CA Mid-Point: $150,000
CA Maximum: $184,000

•    This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.
•    This position follows a hybrid work model, requiring employees to report to their assigned office location at least one day per week. The remaining days may be worked remotely, depending on business needs. The headquarters is located in Oakland, CA.

Job Responsibilities

•    Define and execute the product vision for Report It program, ensuring alignment with PG&E’s safety objectives and CPUC mandates.
•    Develop and maintain the roadmap for new features, enhancements, and integrations.
•    Incorporate customer feedback and analytics into product improvements. 
•    Manage Report It functionality, ensuring timely triage of safety concerns and integration with internal workflows (e.g., vegetation management, engineering).
•    Partner with Digital Strategy, Report It Program, and Agile teams for development, testing, and deployment activities.
•    Coordinate with analytics and marketing teams for campaign strategy, acquisition, and engagement initiatives to increase adoption.
•    Prioritize and implement new features.
•    Monitor performance metrics and customer satisfaction to identify improvement opportunities
•    Identify opportunities to improve how customers and employees report issues (e.g., outages, hazards, equipment concerns).
•    Act as the primary liaison between technical teams and business units, translating needs into actionable product features. 
•    Lead design and prototyping of reporting tools (mobile app, web portal, internal dashboards)
•    Define and maintain the Report It program roadmap within Salesforce Service Cloud and related modules.
•    Ensure Salesforce is configured to capture customer-reported hazards, outages, and safety concerns efficiently.
•    Oversee customization of objects, fields, workflows, and automation to align with PG&E’s operational needs.
•    Configure Salesforce to meet regulatory requirements for incident tracking and reporting
•    Act as the Salesforce subject matter expert for PG&E’s Report It program.
•    Train internal teams on Salesforce functionality and reporting workflows.
•    Work with vendors, consultants, and Salesforce support to optimize system performance
•    Gather feedback from customers and employees to refine Salesforce features.
•    Stay current with Salesforce releases and recommend adoption of new capabilities and process improvements

Qualifications

Minimum:

•    Bachelor’s Degree in Business, MIS, or other related fields or equivalent work experience. 
•    8 years product management, customer experience or business analyst experience 
•    Ability to travel up to 15 percent of working time

Desired:

•    Deep customer focus
•    Experience with internet website domains
•    Experience in mobile app design
•    Experience in E-Commerce
•    Experience with cross channel analytics
•    Experience working with contact centers or omnichannel support
•    Experience with Adobe or other web analytics packages
•    Experience with the Agile methodology
•    Ability to sell a vision and translate highly complex concepts into stories for those not versed in technical terminology 
•    Experience with usability testing and/or UX design principles for mobile responsive web