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. Based in San Francisco, with20,000 employees, the company delivers some of the nation's cleanest energy to 15 million people in Northern and Central California.
Pacific Gas and Electric Company is an AA/EEO employer that actively pursues and hires a diverseworkforce.
The PG&E Customer Impact team is responsible for influencing the creation or modification of business processes and customer education plans to enhance and manage the customer experience, as it relates to emergingplatform company initiatives and service quality issues.
The Customer Impact team ensures that the voice of the customer is represented as we evaluate proposed initiatives, create deployment plans, and execute on business delivery. Customer ImpactResponse teams actively support and coordinate internal and external response to customer needs, including crisis recovery.
Customer Impact is a fast paced department, handling sensitive customer concerns and managing potential customer impacts.
This Customer Impact Education & Response Manager reports to the Customer Impact Director and drives the development of system-wide, detailed outreach plans and materials for critical initiatives/programs, incoordination with partnering organizations (Gas Operations, Electric Operations, Land & Environmental, Governmental Relations, External Communications, ES&S, etc.). This may include, but is not limited to, contracting with outside agencies, developingbusiness processes for resolution with partnering organizations, building teams to handle customer outreach needs and/or facilitating usage of existing Customer Impact/ES&S staff where appropriate, for timely response to planned and unplanned outreach needs.
The current role is primarily focused on managing PG&Es customer outreach and program response for high customer impact natural gas-related field activities across the PG&E territory. This includes development of customer outreach strategiesand managing temporary customer relationships across the territory through Customer Impact team members, in coordination with Land and Gas Operations.
•Bachelor of Science in Engineering, BusinessAdministration or other related field
•2 or more years supervisory/management experience, or equivalent leadership experience
•2 or more years utility experience and an understanding of core business delivery, customer needs, and internal Energy Solutions& Service needs
Familiarity and understanding of gas and electric operations
•Strong leadership skills and political savvy
•Strong analytical skills
•5 years of previous customer facing high level customerservice roles
•Strong ability to work in a team setting and drive change
•Define and set organization objectives / goals / expectations, and coordinate heavily with applicable partnering departments
•Manage a team of approximately 25, including 2 supervisors
•Provide active support and coaching of employees handling outreach, particularly in sensitive customer situations
•Manage work across the team and recommend staffing levels appropriately
•Work with partnering Customer Impact managers to provide fluid adjustments to team structures, expectations, and objectives, as needed / required by the customer and business
•Set expectations and priorities for projects in a clear, defined manner thatallows employees to understand their role in meeting department objectives and business goals, as it aligns with the company vision
•Support clarity and development of process hand-offs across business functions, both within and beyond Customer Engagement andcommunicate heavily with partner managers within the Customer Impact team
• Lead by example - build strong relationships with partners within and outside of Customer Engagement in order to lead change and shift culture, as appropriate
•Partner with localES&S teams, Customer Insight, External Communications, Government Relations, Land Department, Gas and/or Electric Operations, and other partnering teams to develop, modify and enhance customer engagement plans needed prior to program launches/deployments, tomeet customer education targets/metrics and to mitigate customer concerns
•Coordinate internal parties to influence, develop and execute on necessary customer education, targeted communications, and key tools needed to educate customers
•Anticipatecustomer needs and provide input into operational plans supporting customer resolution
• Thoroughly document activities and outreach progress for consistent, weekly reporting
• Provide support for internal stakeholders to effectively communicate withapplicable CPUC staff
•Support Customer Outreach Specialists in customer recovery efforts needed when roll out requires it and ensure adequate documentation is provided
•Develop requirements, coordinate with developer, and and manage customer contactdatabase.
•Manage customer impacts portion of governance process for project cost proposal review.
•Ensure customer response is monitored and tracked against set metrics for timeliness, quality and accuracy
•Ensure feedback is provided to partneringteams to address root cause issues
•Take personal responsibility for your actions and results and drive a culture of safe work practices. Act on unsafe conditions and ensure others are acting safely. Ensure team completes all mandated training.