Requisition ID # 161293 

Job Category: Project / Program Management 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland; Chico; Fresno; Sacramento; San Luis Obispo; Santa Cruz; Santa Rosa; Stockton

 

 

Department Overview:

The Customer Emergency Planning and Operations (CEPO) organization is responsible for the strategy and execution of customer-focused emergency response processes and programs.  The team oversees customer outreach and community engagement for the Community Wildfire Safety Program (CWSP), including Enhanced Powerline Safety Settings (EPSS) and Public Safety Power Shutoffs (PSPS).  Additionally, the group is responsible for the overall emergency response of the Customer team in the PG&E Emergency Operations Center (EOC) for all hazards.

 

Position Summary:

The Expert Program Manager, Enhanced Powerline Safety Settings (EPSS) will lead the continued advancement and development of direct-to-customer communications related to EPSS outages.  Familiarity with common PG&E data platforms like Foundry, PowerBI and MessageBroadcast is a benefit since much of the work is done cross functionally with other work groups with the focus being improving the customer experience through the outreach tools related to EPSS. 

 

We are looking for someone with a balance between analytical and customer facing skills.  The role will work with (2) Program Managers on the team to build an annual execution strategy to educate internal and external stakeholder on the EPSS program, reduce CPUC EPSS complaints, improve unplanned Customer Transactional Survey scores, integrate lean methodology and advance understanding of the role EPSS plays in supporting our stand that catastrophic wildfires shall stop. 

 

The Program Manager will engage with diverse and cross-functional partners - EPSS PMO, Regional teams, Public Safety Specialist (PSS), Local Government Affairs (LGA), Community Wildfire Safety Program (CWSP) and consultants - to educate and engage communities, customers, partners and others regarding wildfire risks and the activities PG&E is undertaking to reduce those risks. 

 

The role is hybrid working from your remote office and assigned work location, in-person, as business needs require.  The work location is flexible and will be determined between the hiring leaders and the successful candidate.

 

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 between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.​ 

 

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

 

A reasonable salary range is:

 

Bay Area Minimum:    $122,000.00

Bay Area Maximum:   $194,000.00

-Or-

California Minimum:   $116,000.00

California Maximum: $184,000.00   

 

Job Responsibilities:

Co-develop and execute on strategic plans related to customer notifications and impact mitigation to meet regulatory or internal wildfire risk reduction goals Identify and implement other operational improvements including but not limited to customer notifications, impact mitigation, microgrids, temp gen, etc. Provide report out to stakeholders and leadership team on customer outreach aspects of the EPSS operations related to the customer experience Partner with legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other data requests, proceedings, workshops and hearings Work with managers across functions to influence decisions and advocate on their behalf with the EPSS PMO Provide direction on customer elements, inputs and dependencies within the EPSS Program Partner with Customer Communications to develop and deliver relevant outreach materials related to EPSS operations Develop and maintain dashboards to report out on team progress and accomplishments Define outreach model, materials, and expectations to support customer engagement and satisfaction related to EPSS operations Assess new emerging programs or initiatives to determine customer impacts and need for customer outreach to support successful program implementation

 

Qualifications

Minimum:

Bachelor’s degree or equivalent work experience 8 years of experience in program management, project management, customer outreach, emergency preparedness and response, and/or account management or similar

 

Desired:

Advanced knowledge of Program Management Ability to influence leaders inside and outside of the department through data analysis, insights and recommendations Ability to lead large and complex projects working with cross-functional team. Ability to create compelling business cases based on complex business environments and inputs Demonstrated proficiency in achieving results by leading and influencing matrixed teams Strong, proven relationship building capabilities with internal partners and external customers/agencies Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature Ability to manage and resolve escalated customer challenges in a timely and effective manner Adept at addressing issues with diplomacy and tact Effective at negotiating and able to communicate effectively and comfortably at all levels internally and with customers and external parties Demonstrated political savvy Demonstrated diligence in documentation and tracking Strong presentation and time management skills Demonstrated ability to effectively utilize Excel, Word, PowerPoint and other like tools at an intermediate level (minimum) Ability to make operational decisions to build and/or align resources on complex initiatives and projects. Ability to develop and manage dept. budgets, expenses, variances Ability to communicate and support company and organization policies, procedures, goals, objectives, vision and values Ability to establish and drive accountability through effective metrics that support a common mission. Ability to drive, identify and implement process improvement.

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