Senior Director, Vegetation Mgmt Customer Experience & Stakeholder Engagement

Requisition ID # 154415 

Job Category: Customer Support / Operations 

Job Level: Senior Director

Business Unit: Operations - Other

Work Type: Hybrid

Job Location: Oakland

 

 

Department Overview

Major Infrastructure Delivery is a large field-based organization made up of over 11,000 coworkers and contractors that ensure the safe and reliable delivery of electricity to approximately 16 million people throughout a 70,000 square-mile service area in northern and central California. Major Infrastructure Delivery is accountable for the company's program to underground 10,000 miles of electric distribution lines to reduce wildfire risk, the System Inspection Program to identify potential risks to the safety and reliability of the system, and Vegetation Management to ensure the safe and reliable delivery of electricity.

 

Position Summary

This position will oversee a team responsible for management of the customer experience and stakeholder engagement for the Vegetation Management organization. The successful candidate is responsible for leading efforts to identify and improve the customer experience through advanced analytics and process improvements, ensuring the customer perspective is prioritized, captured, and incorporated into the organization’s work. The leader will drive a deeper understanding of customers through research, data analysis, benchmarking, and historical customer patterns and interactions. They will work closely with key stakeholders across the enterprise to ensure that the Company’s vision, strategies, and goals are met, aligned to our regional service model, and overall supports for internal and external stakeholder engagement.

 

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.

 

Compensation

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

 

A reasonable salary range is:

 

Bay Area Minimum: $193,000

Bay Area Maximum: $329,000

 

OR

 

California Minimum: $183,000

California Maximum: $313,000

 

Reporting Relationship

This position reports to Angela Sanford, Vice President of Vegetation Management, and will lead a team of operations and vegetation management professionals.

 

 

Job Responsibilities

• Oversees all aspects of the Vegetation Management Customer Experience (CX) and Stakeholder Engagement team and works via a matrix model to ensure execution of the Vegetation Management CX strategy and roadmap.
• Serves as the Vegetation Management Customer Experience thought leader and change agent/catalyst to initiate needed culture change within and across the enterprise by leading, developing, and inspiring the organization to continually learn and leverage industry best practices, cultivate insights, and drive customer and business value for the Vegetation Management Program.
• Drives positive customer experiences that create client and consumer value and satisfaction and retention building on the voice of customer feedback and qualitative and quantitative data.
• Champions and leverages sources such as voice of customer insights and analytics, emotional and behavioral research, and customer journey mapping to fully understand our customers’ experience with us, while focusing on delivering value to the company, solving customer experience challenges with Vegetation Management and developing new opportunities.
• Develops and continuously improves customer experience and stakeholder engagement processes tied to execution of regulatory commitments.
• Acts as a subject matter expert and thought leader and applies extensive unique expertise to improve customer experiences.
• Provides effective leadership, coaching, and development of employees through the goal setting and performance evaluation process, development planning process, and providing frequent open and honest feedback.

 

 

Leadership Qualities

PG&E expects its leaders to conduct themselves with the highest ethics and integrity and to embody specific leadership qualities.