Manager Program Delivery

Minimum Pay Rate: $149,344.00 

Maximum Pay Rate: $197,891.20 

Civil Service Status: Civil Service 

Apply by Date: 08/09/2024 

Posting Type: Open 

 

SMUD is seeking a highly engaged professional to provide vision, leadership and expertise for the success and sustainability of SMUD's Residential and Assistance programs.  The ideal candidate will be a strategic thinker, and an enthusiastic, team-oriented, and self-motivated person who is passionate about vulnerable and under resourced communities, and the role SMUD plays in achieving our goals and not leaving any community behind. This position manages, monitors, and implements Residential and income eligible programs with attention to customer experience, affordability, equitable access, and community engagement. 

Key success factors for this important leadership position are the ability to interpret and convert the strategic elements of SMUD goals into measurable annual goals and the ability to lead a team to develop tactical plans that include monthly and annual targets for customer programs with focused solutions that are easy, responsive, trusting, and community minded.

This position also acts as a key liaison with multiple internal groups and business units across SMUD, as well as external groups and community-based organizations, to ensure coordination and linkage between program implementation and strategies, policies, standards, regulations, and industry best practices.

 

The ideal candidate will have 10 or more years of responsible relevant work experience with customer or energy related activities; experience with contract negotiations; and experience writing business reports and giving oral presentations

 

This posting intends to fill (1) regular, full-time position. An eligibility list will also be established which my be used to fill regular, full-time, or limited term positions over the two (2) years.

Purpose

To provide management, supervisory leadership, accountability, and oversight for multi-disciplined teams involved in the planning, implementation, and delivery of programs and services to include energy efficiency, building and transportation electrification, load management and flexibility, green pricing, renewable energy and other retail electricity resource programs and ensure excellent customer experiences, contract management practices, and high quality electric services to SMUD customers.

Nature and Scope

Assists in the development, implementation and managing of department goals, objectives, policies and priorities in partnership with the department Manager; selects, trains, motivates, evaluates and develops staff and ensures that department strategic objectives and priorities are achieved and coordinated effectively with other departments.

Duties and Responsibilities

• Provides leadership, accountability, and direction for multi-disciplined teams and staff by designing, developing and executing on program and services implementation plans including marketing, sales, acquisition, retention, tracking, reporting, and coordination to meet specified targets, metrics, and goals.
• Ensures programs and services meet specified performance standards and metrics to assure high-quality, customized service to customers. Manages multiple program portfolios. Negotiates terms and conditions of products and services considering both the customer and SMUD perspectives. Directs staff in efforts to provide solutions, new business opportunities and products and services that meet customer needs in accordance with approved business strategic goals.
• Supervises the formulation and implementation of policies, procedures and program portfolios for delivery through close coordination with department management. Provides policy and procedure guidance for implementation of products and services and ensures contract terms that meet customer needs within approved budgets and SMUD revenue requirements.
• Directs the assessment of customer needs and benchmarking of competitor service by documenting customer needs and effective solutions offered. Coordinates efforts to survey customers for satisfaction levels and product/service interests. Participates in conducting industry best practices benchmarking and analysis of customer/process requirements and performance analysis. Interprets and communicates industry patterns, trends, impacts on pricing and sales and early warning signals of customer issues through literature search and participating in industry, governmental and professional organizations and meetings to gather intelligence. Ensures customer-driven program and process improvements through benchmarking of competitor services, gathering information on customer opinions and industry trends to anticipate customer issues.
• Develops business p