Director, Customer Facing Systems

Requisition ID # 172819 

 

Job Category: Information Technology 

Job Level: Director/Chief

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Oakland

 

 

 

 

Department Overview

 

The Information Technology (IT) organization designs, develops, operates and maintains the technology and telecommunications systems that enable PG&E to meet its commitment to providing safe, reliable and affordable service to customers.

 

IT partners with the business by increasing capabilities through the development of additional functionality, implementing new technologies, reducing costs, increasing productivity, and facilitating organizational and business effectiveness through enabling technologies.

 

Position Summary

 

The Director – Customer Systems is a senior technology leader responsible for strategy, delivery, and operations of customer-facing systems, including Customer Information Systems (CIS), web/digital platforms, contact center technologies, and customer programs. This role ensures that meter‑to‑cash systems, digital engagement channels, and contact center platforms operate seamlessly to deliver a reliable, compliant, and customer-centric experience, aligning technology investments with business, regulatory, and financial objectives.

 

Directs teams responsible for solution/portfolio strategy & planning, business architecture, requirements definition, program and project delivery & deployment, application development, testing/quality assurance, and operations & maintenance support. Builds and maintains relationships with business unit partners for business requirements, issue resolutions, and sustains overall customer satisfaction. Participates in enterprise technology planning, bringing a current knowledge and future vision of technology/industry. Selects, develops, and evaluates staff to ensure the efficient operation of each function

 

CIS platforms serve as the central system of record for customer data, billing, and service interactions, making this role critical to both revenue operations and customer experience

 

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

 

Reporting

 

Reports into the Vice President, Customer Systems & Solutions. 

 

Job Responsibilities 

 

Management /Leadership (50% - 60%):

• Oversee design and delivery of customer web portals, mobile apps, and digital engagement tools to enable self-service (payments, start/stop service, usage insights), personalized communications, Omni-channel interactions (web, SMS, email, chat), and improve digital adoption, customer satisfaction, and cost-to-serve.
• Own technology stack supporting contact centers: CCaaS platforms (Cisco WxCCE), Salesforce CRM / agent desktop, IVR and automation systems to optimize call routing, workforce management, and agent productivity to manage customer journeys across voice, chat, and digital channels.
• Lead AI and automation initiatives (chatbots, agent assist, analytics)
• Accountable for the successful implementation of the most complex, larger scale, and cross-functional systems on time, in scope and within budget.
• Ensure 24x7 availability and performance of customer systems
• Manage a Highly integrated architecture of 100+ system interfaces across CIS, field services, and enterprise systems Integration with metering, outage management, payment processing, and finance
• Ensures all project issues and risks are appropriately surfaced and resolved.
• Identifies opportunities to make IT and business processes more effective and efficient. Directs the implementation of improvement initiatives.
• Provides guidance and direction to a large team (200+ resources) consisting of employee, partners, contractors located on-site and offshore.
• Manages the establishment of individual and organizational objectives that are aligned with organization goals.
• Implements PG&E practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.
• Ensures staff has the resources and skills needed to support all work initiatives.