Principal Product Owner, Customer Technology and Enablement

Requisition ID # 171677 

Job Category: Information Technology 

Job Level: Manager/Principal

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Sacramento; Alameda; Alta; American Canyon; Angels Camp; Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch Camp; Bay Point; Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French Camp; Fresno; Fresno; Fulton; Garberville; Geyserville; Gilroy; Goodyear; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Novato; Oakdale; Oakhurst; Oakland; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Salida; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City

Department Overview

The Customer Technology and Enablement team at PG&E oversees the day-to-day operations and strategic roadmap for a portfolio of customer facing technologies, including PG&E’s billing system, Customer Relationship Management system (CRM), Energy Insights platform and the Customer Data Management system.

In addition, to overseeing major technology projects, PG&E’s Customer Technology Planning & Enablement organization is creating and activating a Value Management Office (VMO) in support of their portfolio of digital products, aligned to the Scaled Agile Framework (SAFe) methodology.

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In the long term, the transformation intends to help this team embrace a product mindset, enable lean management of products (Lean Portfolio Management, LPM), provide clear prioritization to build initiatives, align the organization strategically, enable value-driven decision making, improve positive impact of build, reduce waste, and decrease time to value.

The Infrastructure and Operations team is focused on two enterprise critical systems. The CRM system which is utilized by our Contact Center Operations department and the Medallia platform. At PG&E, Medallia is the enterprise platform used to capture, analyze, and operationalize customer sentiment across key customer interactions and digital touchpoints. It serves as a core input into how the organization understands customer experience and prioritizes improvements. Within the Infrastructure and Operations portfolio, Medallia works alongside the CRM system used by Contact Center Operations. Together, these platforms allow teams to connect customer feedback with customer interactions, helping identify where experiences break down and where improvements will have the greatest impact.

 Position Summary

The Principal Product Owner position is a member of the Medallia team. This role will collaborate with business partners to develop and define overall product plans and strategy, as well as partner with development to get strategic product enhancements to market.  

What You Will Get

• The opportunity to work on a highly trafficked and meaningful company CTS system that is customer centric being both informational, but highly functional.
• Work amongst a highly dedicated and intelligent group of peers equally enthusiastic about the contributions they make.
• Extreme management support for your development and your day-to-day success.
• Autonomy to make decisions amongst the team

This position is hybrid, working from your remote office and your assigned location based on business need.  There will be monthly meetings in Fresno.

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.

Bay Area Minimum: $151,000
Bay Mid: $204,000

Bay Area Maximum:$143,000

California Minimum:$143,000

California Mid:$194,000

California Maximum:$244,000

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

Job Responsibilities

• Works on complex problems having broad impact that require in depth analysis and judgment to obtain results or solutions.
• Oversees project management planning and execution of work.
• Partners with the business and IT to drive enhancement execution from requirements through to release and stabilization.
• Shares monthly learnings with business partners and stakeholders to ensure key information is conveyed.
• Reviews monthly dashboards to identify customer experience improvements and savings opportunities.
• Documents business requirements and prepares business cases to secure funding for future enhancements.
• Works with IT to review O&M and schedule releases to fix defects.
• Occasional after-hours support and local travel required.

Qualifications

Minimum:

• High School or GED diploma
• 7 years product owner/management, customer experience or business analyst experience
• Experience with the Agile methodology

Desired:

• Executive communication
• Bachelor's Degree in Business, MIS, or other related fields or equivalent work experience
• Ability to lead multi/cross-functional teams in a matrix environment
• Inter-organizational management of complex, strategic projects
• Project management and change management skills
• Experience working with contact centers or omnichannel support
• Experience with Tableau, Power BI or other data visualization tools
• Experience with the Agile methodology
• Ability to sell a vision and translate highly complex concepts into stories for those not versed in technical terminology
• Demonstrated experience with Human Factors/UX design principles for CRM systems