Sr. Manager, Incident Intake

Requisition ID # 166322 

Job Category: Compliance / Risk / Quality Assurance 

Job Level: Senior Manager

Business Unit: Electric Engineering

Work Type: Hybrid

Job Location: Oakland

Summary: As the Sr. Manager of Incident Intake, you lead the frontline operations that keep PG&E responsive, accountable, and compliant during critical moments. You are responsible for overseeing the end-to-end intake, triage, and initial reporting of Electric Incident Reports (EIR), ensuring alignment with both internal policies and external regulatory timelines. You manage a 24/7 incident hotline and direct real-time agency reporting operations, including in coordination with Emergency Operation Center when activated. This is a role that demands sharp judgment and the ability to lead through complexity. You bring operational discipline, data fluency, and a proactive mindset to maintain continuity, elevate performance, and strengthen incident response.

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:

• Minimum Base Salary (Bay Area)            $147,000.00
• Mid Base Salary (Bay Area)        $199,000.00
• Maximum Base Salary (Bay Area)           $251,000.00

Responsibilities:

• Lead Enterprise Incident Intake Operations: Oversee the end-to-end Electric Incident Report (EIR) intake and triage process, ensuring timely, accurate capture of incidents across hotline, system, and operational channels
• Manage 24/7 Hotline Readiness: Direct continuous EIR Hotline operations, including after-hours escalation protocols, staffing strategies, and training to maintain high-reliability response coverage
• Coordinate with Incident Management Teams (IMTs) and Emergency Operations Center (EOC): Effectively interact with cross functional teams using the incident management system best practices
• Direct Regulatory Agency Reporting: Ensure compliant, timely initial reporting of EIRs to regulatory bodies (e.g., CPUC), aligning with jurisdictional requirements and PG&E protocols
• Plan for High-Volume and Seasonal Events: Anticipate and manage workload surges during wildfire season and other high-risk periods by aligning resources, tools, and business continuity plans
• Drive Cross-Functional Coordination: Partner with Emergency Management, Operations, Regulatory Affairs, and Legal to ensure aligned incident response and data handoffs across functions
• Optimize Intake Systems and Workflows: Lead process and technology enhancements that improve intake accuracy, automation, and responsiveness
• Establish Quality and Governance Standards: Define and uphold documentation protocols, audit readiness criteria, and intake quality assurance checkpoints
• Grow and Empower Teams: Hire, mentor, and lead a high-performing team of intake specialists, analysts, and supervisors, fostering a culture of ownership, resilience, and continuous improvement
• Communicate with Clarity & Authority: Deliver high-impact briefings, dashboards, and insights to senior leaders, translating complex incident data into clear, actionable narratives
• Monitor Risk and Surface Trends: Collaborate with Investigations, Corrective Actions, and Analytics teams to analyze incident trends and support enterprise-wide learning and risk mitigation

Qualifications

Minimum:

• Bachelor’s Degree or equivalent experience
• 8 years’ experience with electric utility or related programs
• 5 years’ experience as a program or project manager

Desired:

• Bachelor’s degree in related field or 10+ years of equivalent work experience (Shay had this as a minimum qualification – moved to desired)
• Master’s degree in Engineering, Public Policy, Regulatory Affairs, Business Administration (MBA), or related field
• PhD in Electrical Engineering
• 10+ years of experience in regulatory, operational, or emergency response roles (Shay had both under min qualification and moved to desired)
• 5+ years managing a high-volume operations or intake function
• Experience with emergency operations centers, utility incident response (e.g. wildfire incidents, electric outages, etc.), or regulatory intake and reporting
• Prior leadership in continuous operations environments (e.g., call centers, control rooms)
• Incident Command System (ICS) 100/200/700
• Certified Emergency Manager (CEM)
• Lean Six Sigma Certification
• Extensive knowledge of electric utility incident reporting protocols, CPUC reporting timelines, and regulatory intake requirements, with a strong grasp of the implications of reporting accuracy and timeliness for operational and reputational risk
• Demonstrated success managing 24/7 operational environments, including intake call centers or emergency response hubs, with the ability to uphold service reliability during high-volume or wildfire season surges
• Proven ability to lead cross-functional coordination during high-pressure events, navigating ambiguity, conflicting priorities, and incomplete information to ensure accurate incident triage and escalation
• Advanced communication skills, including the ability to prepare and present real-time briefings, written regulatory reports, and executive-level summaries during emergency incidents or audits
• Hands-on experience with incident intake systems (such as reporting criteria matrices, voicemail/email systems, etc.), case tracking platforms, and compliance databases, with the ability to evaluate functionality, drive workflow automation, and ensure audit traceability
• Exceptional organizational and prioritization skills, with the ability to triage a high volume of requests while maintaining data and response integrity
• Strong data acumen, including the ability to analyze incident trends, identify operational risks, and partner with analytics or investigations teams to support function-wide learning and mitigation
• Demonstrated leadership in building and sustaining high-performing, high-reliability teams in dynamic environments, including onboarding, coaching, and performance management