PSPS Event Communications, Principal

Requisition ID # 164123 

Job Category: Project / Program Management 

Job Level: Manager/Principal

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview
PG&E’s ability to lead the nation in delivery of safe, reliable and affordable gas and electric service to 10 million customers, across a 70,000 square mile service territory requires unrelenting operational excellence and seamless coordination across the 23,000 employees that work together to deliver on this promise. The Customer Engagement organization’s mission is to enable and support a positive “One PG&E” customer presence that actively contributes to a vibrant local economy. The Customer Engagement organization implements strategies to drive: tightly coordinated gas and electric operations for enhanced customer experiences locally with PG&E; proactive, targeted and transparent multi-channel customer and community education that reinforces safety and reliability initiatives and mitigates potential customer concerns; and active support for large customers, local community and economic vitality.
 
Position Summary
The Emergency Event Communications Principal, will develop existing and identify new processes, designing applicable outreach and notification models, and maintaining and improving upon existing processes for PG&E’s coordinated wildfire risk reduction activities associated with the Community Wildfire Safety Program, namely Public Safety Power Shutoff.  The position will lead process development, implementation, and improvement across customer, communications, and operations teams and will create and report out on related metrics, while maintaining relationships with and providing program education to internal stakeholders. The Emergency Event Communications Principal provides oversight, governance, communication, benchmarking, and overall process and project management leadership including but not limited to the end to end customer notification process, societal impact tracking and reporting, segment or hazard specific specialty notifications, etc.  

The Emergency Event Communications Principal will engage with diverse and cross-functional partners to set strategies and implement programs to educate and engage PG&E’s communities, customers, partners and others regarding wildfire risks and the activities PG&E is undertaking to reduce those risks.  The Principal may also contribute to developing strategic plans to meet regulatory or internal wildfire risk reduction goals and drive performance to deliver on those plans, partner with legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other proceedings, workshops and hearings, and may be expected to represent and speak on behalf of the customer notification process related to Public Safety Power Shutoff in various internal, external, industry or regulatory forums. This position also works with notification delivery vendors and contract delivery, including purchase order management, monitoring and analyzing performance to drive improvement in the customer experience. The Principal will support applicable after action review item identification and resolution, working cross functionally with necessary stakeholders. 

The work location is flexible, and the final work location will be determined between the hiring leader and the successful candidate.

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 between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

A reasonable salary range is:

Bay Area Minimum: $140,000.00
Bay Area Maximum: $238,000.00

OR

California Minimum: $133,000.00
California Maximum: $226,000.00
 

 
Responsibilities:
•    Provide report out to stakeholders and leadership team on all aspects of the PSPS and other emergency Notifications including adherence to in-language communications related to the customer experience. 
•    Develop strategic plans related to customer notifications and impact mitigation to meet regulatory or internal wildfire risk reduction goals and drive performance to deliver on those plans.
•    Identify & implement other operational improvements including but not limited to customer notifications, impact mitigation, in language communication, etc.
•    Partner with legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other proceedings, workshops and hearings.
•    PSPS Customer Operations project management, driving execution, and monitoring end product quality (processes, tools, and analytics).
•    Lead PSPS event communications related benchmarking engagements with other utilities, industry groups, government partners and others.
•    Work with directors and managers across functions to influence decisions and advocate on their behalf with PMO.
•    Communicate complex ideas to diverse audiences using a variety of media.
•    Create new and complex data models to facilitate business decisions.
•    Provide direction on customer elements, inputs and dependencies of PSPS program.
•    Assess new emerging programs or initiatives to determine customer impacts and need for customer outreach to support successful program implementation.
•    Develop and maintain dashboards to report out on team progress and accomplishments.
•    Define outreach model, materials, and expectations to support customer engagement and satisfaction related to PSPS operations.
•    Partner with Customer Communications to develop and deliver relevant outreach materials if appropriate related to event communications.
•    Work collaboratively and regularly with PMO stakeholders 
•    Deploy program outreach with thorough and consistent training to Customer Service Organization stakeholders.
•    Continually leverage customer and Customer Service Organization stakeholder feedback to improve the effectiveness of processes.
•    Promote outreach effectiveness, best practices, and program information with all internal stakeholders.
•    Emergency Response duties as assigned

Qualifications
Minimum:
•    Bachelor’s degree or equivalent work experience
•    10 years of experience in program management, project management, customer outreach, and/or account management or similar 

Desired:
•    MBA
•    PMP Certification 
•    Lean Six Sigma certified yellow or green belt
•    Advanced knowledge of Program Management
•    Ability to influence leaders inside and outside of the department through data analysis, insights and recommendations
•    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
•    Demonstrated proficiency in achieving results by leading and influencing matrixed teams
•    Adaptable to changing business conditions and/or regulatory interpretation
•    Ability to drive change in an ambiguous environment
•    Strong, proven relationship building capabilities with internal partners and external customers/agencies
•    Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature
•    Ability to manage and resolve escalated customer challenges in a timely and effective manner
•    Adept at addressing issues with diplomacy and tact
•    Effective at negotiating and able to communicate effectively and comfortably at all levels internally and with customers and external parties
•    Demonstrated political savvy
•    Demonstrated diligence in documentation and tracking 
•    Strong presentation and time management skills
•    Demonstrated ability to effectively utilize Excel, Word, PowerPoint and other like tools at an intermediate level (minimum) 
•    Ability to make operational decisions to build and/or align resources on complex initiatives and projects.
•    Ability to develop and manage dept. budgets, expenses, variances
•    Ability to communicate and support company and organization policies, procedures, goals, objectives, vision and values
•    Ability to establish and drive accountability through effective metrics that support a common mission.
•    Ability to drive, identify and implement process improvement.
•    Foundry experience
•    Intermediate Excel experience 
•    OMT experience 
 

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