Program Manager, Principal

Requisition ID # 175509 

Job Category: Project / Program Management 

Job Level: Manager/Principal

Business Unit: Energy Delivery

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Underground Program organization is working to reduce wildfire risk every day as we upgrade and underground electric distribution lines. We are responsible for working across all internal teams and engaging external stakeholders, including regulatory authorities, to support successfully meeting our goals and reducing wildfire risk in our hometowns. We work in an exciting and fast-paced environment. 

Position Summary

The Underground Customer Experience Program Manager is a key contributor to the strategic development and implementation of our external engagement plan to support an excellent customer experience as we upgrade and underground electric distribution lines to reduce wildfire risk in our hometowns. The position coordinates across externally facing partner organizations to enable and support a 10 out of 10 customer experience. The Program Manager will lead strategy for definition, measurement, and Lean visualization of customer engagement effectiveness throughout our customers journey with system upgrades and undergrounding, focused on highly engaged communities, including those with extensive planned mileage as well as those with limited or no mileage planned. This position is also responsible for managing the program’s escalation and refusal strategy which may require direct customer engagement and/or participation in community events, regulatory hearings, etc.to resolve. Facilitates continuous improvement and quality across the organization. 

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 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:​

Annual Minimum: $​140,000.00

Annual Maximum: $​238,000.00

Job Responsibilities

• Contributes to development and implementation of field based and/or centralized customer engagement strategies that support a 10 out of 10 customer experience.
• Supports development and implementation of proactive programs including in-person customer engagement activities, to avoid and/or manage customer complaints, escalations and refusals.
• Lead and implement strategy for increased program signage in the field to better educate customers
• Collaborate with key enterprise stakeholders to monitor program performance, improve processes, strengthen cross-functional coordination, and support program readiness and recovery based on customer complaint, escalation, and refusal trends
• Leads strategy for definition, measurement and lean visualization of customer engagement effectiveness.
• Leads lean visualization strategy for all customer escalations and reports on metrics, trends, and high level escalations.
• Acts as a subject matter expert and lead strategy and coordination of response to escalated customers and/or community inquiries.
• Leads strategy for highly engaged communities who may require extensive coordination with cross functional partners, additional touchpoints, in-person engagement, etc. including some participation in answer centers, open houses, HOA/POA presentations, etc.
• Prepares and, if appropriate, delivers strategic briefing materials and/or communications for senior management, partner organizations, and external stakeholders.
• Communicates (oral and written) recommendations and findings to leaders.
• Builds and maintains strong, cross-functional relationships with internal and/or external stakeholders.
• Lead strategy for collateral related to in-person engagement strategy and any ad-hoc program needs
• Keeps well-informed of trends, issues and developments in the industry.
• May be required to participate as a member of the Incident Command Structure to support customers during times of significant events, such as storms, earthquakes, PSPS events, etc.
• May travel 30% of the time, primarily throughout PG&E service territory.
• Ability to travel to the Bay area weekly if permanent residence is not located in the area.
• Overnight travel may be required periodically

Qualifications

Minimum:

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

Desired:

• MBA
• Customer Experience Certification
• Advanced knowledge of Program Management
• Ability to influence leaders inside and outside of the department through data analysis, insights and recommendations
• Demonstrated proficiency in achieving results by influencing matrixed teams
• Demonstrated ability to effectively utilize Excel, Word, PowerPoint, Power BI, Teams, Salesforce and other like tools at an intermediate level
• Adaptable to changing business conditions and/or regulatory interpretation
• 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 with diplomacy and tact
• Ability to establish and drive accountability through effective metrics that support a common mission.