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Senior Customer Care Program Manager, San Francisco, CA

San Francisco, CA, US, 94105

Requisition ID # 23036 

 

Job Category : Project / Program Management 

Job Level : Individual Contributor

Business Unit: Customer Care and CRE

Job Location : San Francisco

 

 

Company

 

Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And we deliver some of the nation's cleanest energy to our customers in Northern and Central California. For PG&E, Together, Building a Better California is not just a slogan. It's the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.

 

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. 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.

 

Department Overview

In the Customer Care organization we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer.  Each of our organizations, though completely dependent upon each other are the experts in their area and will further drive PG&Es alignment around the customer.

 

Within Customer Care, the Customer Energy Solutions (CES) department is a national and international leader in helping our customers save energy and money in addition to reducing greenhouse gas emissions.  The Energy Efficiency Programs team focuses on delivering energy efficiency opportunities directly to our customers through internal staff and contracted program implementation firms.  This is your opportunity to join a dynamic team of energy professionals focused on delivering successful and exciting energy efficiency programs and services to our customers.

 

Our diverse portfolio includes rebates, energy audits and analysis, training and education, emerging technologies projects, and marketing as well as government partnerships and specialized third-party programs.

 

Position Summary

This position is with the Industrial, Agricultural, and Water (IAW) Programs team in the Energy Efficiency organization.  The IAW team manages contracts with third party implementation firms (3rd Parties) as part of PG&E’s energy efficiency portfolio, and collaborates with local, regional and statewide partners in developing and implementing energy efficiency programs.  The industrial programs focus on providing a broad offering of energy efficiency opportunities to customers involved in manufacturing, processing, and refining of goods and materials.  The IAW team also delivers programs to our agricultural customers and growers to help them save energy and adapt to the evolving agricultural industry in California.

 

The successful candidate will spend the majority of his/her time managing energy efficiency programs with 3rd Party partners and internal teams.  They will have excellent written and verbal communication skills, as well as the ability to present information, status, issues and recommendations in a clear and concise manner. The candidate must demonstrate the ability to successfully bring about desired results through collaboration, and coordination. The candidate must exhibit strong analytical qualities such as curiosity and critical thinking, with an eye toward identifying opportunities for market innovation and process improvements. The candidate must also be adaptable to changing environments, be results-oriented, able to manage multiple priorities, solve moderate to complex problems, and have a strong sense of urgency, initiative, and accountability.

 

The successful Senior Program Manager will manage three to five 3rd Party contracts and/or utility-led programs.

 

You must be able to travel at least 10% within PG&E's territory as well as minimal travel outside of California.

 

Responsibilities

  • Contract Management: Actively manage contracts to ensure delivery of assigned/contracted
    energy savings goals. Manage relationship with and provide direction to implementers (vendors) to meet or exceed contract goals and deliverables. Actively manage contracts to ensure compliance with contract terms, conditions and regulatory obligations. Provide contract interpretation to resolve issues. Ensure timely and accurate compensation payments to 3P implementers and tracking/recording of associated energy savings.
  • Budget Management: Develop and monitor program budgets and forecasts
  • Program Tracking and Reporting: Develop measure and report success of the program, actively manage and participate in Key Performance Indicator adherence.
  • Participate in/oversee processes that support data and information management: energy and budget forecasting, project “pipelines”, systems tracking of accomplished savings and expenditures, etc.
  • Marketing and Outreach: Partner with the Marketing organization, vendors and external partners to develop and implement strategies to reach appropriate customer audience at the appropriate time
  • Program Integration: Identify and maintain strong working relationships with all strategic programs and partners.
  • Regulatory Compliance: Partner with Regulatory and Compliance staff to ensure compliance with all regulatory requirements and support regulatory activities by supplying information for filings, data requests, and meeting with regulators.
  • Facilitate coordination of stakeholders: Identify stakeholders and communicate within and outside of PG&E. Team with internal partner organizations Business Energy Services, Products, Engineering, Demand Response, Data Analytics Group and others as needed.
  • Develop and/or implement policies and procedures. Participate on or lead process improvement processes and strategies.
  • Develop and maintain and relationships with contracted Third-Party Program (3rd Party) implementers, and partner with 3P implementers on strategies to achieve assigned energy saving goals.

 

Qualifications

 

Minimum:

  • Bachelor’s degree or equivalent work experience
  • Minimum of 6 years’ experience in a program management, project management, or contract management in energy efficiency consulting role

 

Desired:

  • Master’s Degree in Business, Engineering/Technical, Marketing or related field
  • Experience in managing programs or a portfolio of projects including managing to a set budget and series of goals
  • Demonstrated knowledge of customer energy efficiency industry and demand side management in California.
  • Demonstrated knowledge in at least on area of: energy efficiency, contract management, project management, or related work
  • Experience working in the industrial/agricultural market or conducting research on the industrial/agricultural market.
  • Knowledge and understanding of customer and utility business drivers
  • Demonstrated ability to manage or direct teams
  • Experience with Salesforce applications
  • Ability to communicate findings and recommendations to various levels of management
  • Excellent verbal/written communications and interpersonal skills; ability to craft and tailor messages to various audiences
  • Proficient with Microsoft Office Products including Word, Excel, Power Point, Access
  • Ability to perform data analysis within Excel; advanced excel skills
  • Ability to effectively manage multiple projects with demanding time constraints
  • Develops new and ad-hoc reports, summarizes findings and recommendations and provides business insight.
  • Demonstrated ability to examine a problem from different perspectives without losing sight of the big picture
  • Demonstrated ability to observe markets and analyze market data to inform strategic program decisions.
  • Demonstrated ability to present findings, make recommendations and influence decisions while working with staff supporting various functions
  • Demonstrated experience working in a highly regulated environment
  • Successful track record of working collaboratively with teams and building relationships with internal and external stakeholders
  • Advanced knowledge of program management
  • Valid Driver’s License

Our Mission

To safely and reliably deliver affordable and clean energy to our customers and communities every single day, while building the energy network of tomorrow.

Our Vision

With a sustainable energy future as our North Star, we will meet the challenge of climage change while providing affordable energy for all customers.

Our Culture

We put safety first.
We are accountable. We act with integrity, transparency and humility.
We are here to serve our customers.
We embrace change, innovation and continuous improvement.
We value diversity and inclusion. We speak up, listen up and follow up.
We succeed through collaboration and partnership. We are one team.

Company
Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And we deliver some of the nation’s cleanest energy to our customers in Northern and Central California. For PG&E, “Together, Building a Better California” is not just a slogan. It’s the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy. 

EEO
Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. 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.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland