Manager, Belonging & Enviroment

Oakland, CA, US, 94612

Requisition ID # 175773 

Job Category: Customer Support / Operations 

Job Level: Manager/Principal

Business Unit: People

Work Type: Hybrid

Job Location: Oakland

 

 

Department Overview

 

Position Summary

The Customer Experience and Insights job family is responsible for ensuring the customer perspective is captured by surveying, researching, and using customer experience tools. We will provide actionable insights into customer needs and make tactical and strategic decisions based on data.

 

Job Responsibilities

  • Acts as an advocate for our customers and represents them in all company interactions
  • Understands customers needs and use that insight to continually improve the customer experience.
  • Participates in identifying innovations and cost-reduction potential of new and existing technologies.
  • Collaborates with leaders, other LOBs, and business partners to work on issues, projects or activities.
  • Helps manage project portfolios to allow cross-prioritization of projects for budget forecasting purposes; ensure projects are strategically aligned, and ensures projects stay on track.
  • Provides effective leadership, coaching and development of employees through the goal setting and performance evaluation process, development planning process, and providing frequent open and honest feedback.
  • Develops and manages department budget.
  • Develop and implement customer experience tools to increase focus on customer journeys and impacts to customers
  • May act as an expert witness at regulatory proceedings
  •  

    Qualifications

    Minimum:

  • Bachelors Degree or equivalent experience
  • Experience in customer strategy development, 2 yrs
  • Utility industry experience, or other job-related, 4 years
  • CA Class C License, or equivalent
  • Willingness to work in an office environment
  • Ability to travel up to 20 percent of working time
  • Desired:

  • Masters Degree or equivalent experience
  • Experience developing customer experience tools, i.e., journey maps, service blueprints, etc.
  • Experience in data analysis
  • Experience in research
  • Leadership experience, high performance teams
  • Experience applying Lean or similar improvement methodology
  • CCXP-Customer Experience Certification
  • ~Project Management Professional (PMP) certification, or equivalent
  • Purpose, Virtues and Stands

    Our Purpose explains "why" we exist:

    • Delivering for our hometowns
    • Serving our planet
    • Leading with love

    Our Virtues capture "who" we need to be:

    • Trustworthy
    • Empathetic
    • Curious
    • Tenacious
    • Nimble
    • Owners

    Our Stands are "what" we will achieve together:

    • Everyone and everything is always safe
    • Catastrophic wildfires shall stop
    • It is enjoyable to work with and for PG&E
    • Clean and resilient energy for all
    • Our work shall create prosperity for all customers and investors

    More About Our Company

    EEO
    Pacific Gas and Electric Company is an Equal Employment Opportunity employer that actively pursues and hires a workforce that reflects the hometowns we serve. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

    Employee Privacy Notice                                                                                                                                                                                                                                      The California Consumer Privacy Act (CCPA) goes into effect on January 1, 2020. CCPA grants new and far-reaching privacy rights to all California residents. The law also entitles  job applicants, employees and non-employee workers to be notified of what personal information PG&E collects and for what purpose. The Employee Privacy Notice can be accessed through the following link: Employee Privacy Notice

    PG&E will consider qualified applicants with arrest and conviction records for employment in a manner consistent with all state and local laws.


    Nearest Major Market: San Francisco
    Nearest Secondary Market: Oakland