Customer Planning Manager (1825) - Power Enterprise - SFPUC (153227)

Company Description

Amended 11/20/2025 to extend the filing deadline. Candidates who have already applied do not need to re-apply.

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

•    Application Opening: November 7, 2025
•    Application Filing Deadline: December 1, 2025

WHO ARE WE? 
San Francisco Public Utilities Commission (SFPUC)
Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year.

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.gov

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality. 

To learn more about working at the SFPUC, visit our career site at https://www.sfpuc.gov/about-us/careers-sfpuc

Job Description

The Power Enterprise operates SFPUC's two clean power services, Hetch Hetchy Power and CleanPowerSF.  We provide clean, affordable, and reliable electricity for thousands of residents and businesses throughout San Francisco and in seven other counties where the City has powered infrastructure. The Customer Engagement Group is Power Enterprise’s main point of contact for Customers. This group is responsible for intake and resolution of all customer requests to facilitate customer access to SFPUC resources. This group supports strategic and capital project planning, leads Power affordability policies and also markets Hetch Hetchy Power and CleanPowerSF retail services through outreach and engagement with existing, new, and relocating customers. 

Under direction, the Customer Planning Manager leads, coordinates, and supports service planning, customer relationship management software development, affordability policies and grant management, as well as electrification efforts in support of City climate objectives. 

The essential duties of this position include, but are not limited to the following:

• Support Capital Investment Readiness: Convene stakeholders and identify pathways for large-scale capital investments in support of meeting City climate objectives and providing timely electrical service.         
• Manage professional service contracts related to service offerings; Oversee customer relationship management systems contracts, development, and implementation.   
• Develop low-income policy plan and policies, gain executive management approval, develop associate workplans for other Power business units, begin implementation and piloting of approaches; policy and approach presented to SFPUC Commission        
• Service planning for load growth associated with Electric Vehicle Service Equipment installation, investment, and grant opportunities, including City fleet needs.              
• Serve as the customer data privacy administrator for the Hetch Hetchy program.
• Supervises and develops junior staff.
• Develop standard operating procedures, training programs and materials to implement programs, train staff, and provide customer guidance on policies, program procedures, and compliance issues.
• Prepares persuasive written and oral analyses, reports, and presentations             
• Identifies operational and business constraints; develops and recommends strategies to mitigate risks and improve operability, affordability, and financial stability.   
• Supports the development of the annual planning and levels of service initiatives; develops and implements a KPI metrics and evaluative policy; assists in the delivery of customer engagement group responsibilities within the Power enterprise business plan.             
• Researches, analyzes, forecasts, and makes policy recommendations on special projects or highly visible public issues including administrative policies, practices, and procedures; manages implementation of new systems, policies, and procedures.
• Monitor and support the implementation of Power rules, policy directives and contractual constraints to ensure that customer needs are met effectively.
• Related duties as assigned.

The ideal candidate is a strategic, collaborativ