Business Operations Specialist, Expert - Credit Policy & Operations

Requisition ID # 175768 

Job Category: Business Operations / Strategy 

Job Level: Individual Contributor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Stockton

Department Overview

Credit Policy & Operations protects the financial integrity of PG&E’s Utility Operations through effective credit, collections, payment, and customer-focused strategies. The organization uses data, analytics, and strategic partnerships to improve business performance, reduce financial risk, support customer affordability, and strengthen operational effectiveness.

Position Summary

The Business Operations Specialist, Expert will serve as the strategic owner for third-party collections performance, developing and executing strategies that maximize recoveries, mitigate write-offs, optimize agency placements, and strengthen the long-term value of PG&E’s external collection partnerships. The position will use data, performance insights, and industry practices to improve financial and operational outcomes.

This role is focused on write-off mitigation and the strategic management of third-party collection agencies. The primary focus of this position is developing deeper, more strategic relationships with third-party collection agencies and simplifying the agency operating model by concentrating partnerships with a smaller number of high-performing agencies. The role will establish clear performance expectations, strengthen governance and accountability, optimize placement and recovery strategies, and develop business cases and recommendations that support sustainable write-off reduction.

The role requires the ability to work independently in complex and ambiguous environments, influence internal and external stakeholders, manage sensitive vendor relationships, and translate complex operational and financial information into clear, actionable recommendations.

This position is hybrid, working from your remote office Stockton, CA approximately 1 day per week, or more, based on business needs or company requirements. 

Compensation

PG&E is providing the full salary/pay range for this position.  The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location.  The range to reasonably expect will be between the minimum and midpoint listed below.  The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 

California Min: $112,000.00

California Mid: $145,000.00

California Max $1798,000.00

Job Responsibilities

• Serve as the strategic owner for third-party collections performance, with accountability for strategies that maximize recoveries, mitigate write-offs, optimize agency placements, and strengthen the long-term value of external collection partnerships.
• Lead the development and execution of write-off mitigation strategies designed to improve recoveries, reduce financial losses, and strengthen long-term receivables performance.
• Own the strategic operating model for third-party collection agencies, including agency segmentation, placement strategies, inventory allocation, performance expectations, and governance.
• Develop deeper strategic relationships with collection agency partners through regular business reviews, joint planning, transparent performance discussions, and shared improvement priorities.
• Lead efforts to simplify the third-party agency model by evaluating capabilities and performance and concentrating partnerships with a smaller number of high-performing agencies.
• Develop the business case for agency consolidation, including expected financial benefits, operational efficiencies, transition risks, customer impacts, and implementation requirements.
• Establish and monitor scorecards, service-level expectations, recovery and liquidation metrics, right-party contact outcomes, complaint trends, compliance indicators, and other performance measures.
• Use portfolio segmentation, account characteristics, placement timing, channel strategy, and historical results to optimize agency assignments and treatment approaches.
• Partner with Sourcing, Supply Chain, Legal, Compliance, Finance, Technology, and Operations on contract strategy, vendor governance, data exchange, controls, and issue resolution.
• Conduct agency performance reviews and hold partners accountable for corrective actions, continuous improvement commitments, and measurable outcomes.
• Identify opportunities to improve collections through process redesign, automation, data enrichment, digital engagement, settlement strategies, and differentiated treatments.
• Assess financial, operational, customer, regulatory, compliance, and reputational risks associated with agency strategies and recommend controls and mitigations.
• Present strategy, performance, risks, and recommendations to Directors and Managers.

Qualifications

Minimum:

• Bachelor’s degree in Business Administration, Finance, Economics, Operations, or a related discipline, or equivalent experience.
• 8 years of related business operations, collections, vendor management, financial analysis, or strategic program experience.

Desired:

• Experience developing and executing write-off mitigation, debt recovery, receivables, or collection strategies.
• Experience managing third-party collection agencies, debt buyers, or other outsourced financial-service providers.
• Knowledge of collection practices, consumer protection requirements, vendor oversight, and customer experience considerations.
• Advanced proficiency with Microsoft Excel and PowerPoint and experience with Power BI or Tableau.
• Experience working with Customer Care & Billing, collection platforms, agency portals, or similar customer and receivables systems.

Knowledge, Skills & Abilities

• Knowledge of business operations, receivables management, collection strategy, and write-off mitigation practices.
• Strong understanding of third-party agency operating models, vendor governance, performance management, and strategic partnership development.
• Ability to evaluate agency performance and capabilities and translate findings into sourcing, allocation, consolidation, and transition recommendations.
• Ability to set clear expectations, address performance gaps, and build accountability while maintaining productive strategic partnerships.
• Experience with process improvement methodologies such as LEAN.
• Advanced proficiency with Microsoft Excel, PowerPoint, SharePoint, and Teams.
• Experience with Power BI or Tableau and data visualization.