Sr. Customer Care Regulatory Policy Analyst

Requisition ID # 165205 

Job Category: Government and Regulatory Relations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

 

 

 

Department Overview:

In Customer Enterprise & Solutions (C&ES), 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. PG&E’s Customer Programs team is responsible for designing, implementing and administering customer demand side management programs, including energy efficiency, rate programs and customer tools that help PG&E customers in Northern and Central California manage the energy use of their homes and businesses. PG&E has been a national leader in energy efficiency since 1976 and continues to recruit and develop individuals to carry the company’s legacy of effective energy efficiency, rates programs and customer tools on into the future.

The Income Qualified Programs and Disadvantaged Communities (IQP) department within Customer Experience manages a suite of programs intended to benefit income-qualified households and disadvantaged communities (DACs) across PG&E’s service territory.

 

Position Summary:

Keeping customer at the heart of our decisions, you will serve as the integration lead across functional areas for programs intended to provide bill assistance to income-qualified customers. The primary programs include the California Alternate Rates for Energy (CARE) and Family Electric Rate Assistance (FERA) bill discount programs for qualifying households, and the Relief for Energy Assistance through Community Help (REACH) program, offering bill credits for customers with past due account balances. This position will oversee the implementation and management of these vital income-qualified programs. This role is responsible for ensuring the programs meet their objectives, comply with regulatory requirements, and effectively serve eligible customers. The Senior Program Manager will collaborate with various departments, stakeholders, and external partners to enhance program outreach, enrollment, and customer satisfaction.

Job Responsibilities:

• Lead the development, execution, and evaluation of the REACH and CARE/FERA programs. Ensure programs are aligned with organizational goals, regulatory requirements, and create a positive experience for participants
• Serve as the subject matter expert for the program and policy rules and overall functioning of the CARE, FERA, and REACH programs.
• Develop and execute strategic plans to increase program enrollment, improve customer engagement, and optimize program operations.
• Work closely with internal teams, including marketing, customer service, operations, and IT, as well as external partners including other investor-owned utilities and third-party program administrators to coordinate program activities and initiatives.
• Oversee program budgets, monitor expenditures, and ensure financial resources are allocated effectively to meet program goals.
• Ensure programs comply with all relevant regulations and reporting requirements. Prepare and submit necessary documentation to regulatory bodies.
• Work with marketing and outreach on strategies to promote program awareness and enrollment. Utilize data-driven approaches to target eligible customers.
• Track program performance metrics, analyze data, and generate reports to assess program effectiveness and identify areas for improvement.
• Summarize program outcomes and develop recommendations for modifications to present for management approval.
• Foster a collaborative and inclusive work environment that encourages innovation and excellence.