Regional Senior Manager

Requisition ID # 159843 

Job Category: Customer Support / Operations 

Job Level: Senior Manager

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Santa Rosa; American Canyon; San Rafael

 

 

 

Department Overview

 

PG&E’s ability to lead the nation in delivery of safe, reliable, and affordable gas and electric service to 10 million customers, across a 70,000 square mile service territory requires unrelenting operational excellence and seamless coordination across the 23,000 employees that work together to deliver on this promise. The Local Customer Experience organization’s mission is to enable and support a positive “One PG&E” customer presence that actively contributes to a vibrant local economy. The Local Customer Experience organization implements strategies to drive tightly coordinated gas and electric operations for enhanced customer experiences locally with PG&E; proactive, targeted and transparent multi-channel customer and community education that reinforces the value of PG&E and mitigates potential customer concerns; and active support for large customers, local community and economic vitality.

 

Position Summary 

 

The Senior Manager, Division Leader Local Customer Experience will lead a cross-functional Division Leadership Team (DLT) to drive local collaboration of internal PG&E teams and to ensure the rapid resolution of local customer issues. While in this role, you must understand field operations and be able to strategically partner with other local management (Division leads) from each of the Company's functional areas to support the successful delivery of safe, reliable, and affordable gas and electric service.  The successful candidate will lead Division Operations Specialists who solve day-to-day problems in North Bay and Sonoma Divisions (Marin, Napa, Sonoma, and Solano counites) and drive structured cross-functional problem solving in both Divisions. This position represents the ‘voice’ of its division’s customers and communities inside PG&E, and is the external ‘face’ of PG&E. You will drive overall improvements in customer experience, be focused on continuous improvement and efficiency, and be instrumental in re-establishing the PG&E customers’ trust within the Division. Additionally, this position is expected to engage with key customers, as well participate with business organizations and other community groups that further PG&E’s presence in the local community and support of community vitality. The Division Senior Manager represents the Customer Care function at the Division level, as well as ensures and promotes a safety culture, and has a strong focus on developing and engaging employees within the division.

 

The role is hybrid working from your remote office and your assigned office location within the North Coast region approximately 3 days per week, or more, based on business need. 

 

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: $147,000.00
Bay Area Maximum: $251,000.00

 

Job Responsibilities 

 

I. Cross-functional coordination and corporate stewardship:

• Convenes and leads DLT team meetings on a regular basis to drive improvements in key PG&E local metrics