Principal Product Owner, Customer Technology and Enablement

Requisition ID # 171677 

Job Category: Information Technology 

Job Level: Manager/Principal

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

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Department Overview

The Customer Technology and Enablement team at PG&E oversees the day-to-day operations and strategic roadmap for a portfolio of customer facing technologies, including PG&E’s billing system, Customer Relationship Management system (CRM), Energy Insights platform and the Customer Data Management system.

 

In addition, to overseeing major technology projects, PG&E’s Customer Technology Planning & Enablement organization is creating and activating a Value Management Office (VMO) in support of their portfolio of digital products, aligned to the Scaled Agile Framework (SAFe) methodology.

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In the long term, the transformation intends to help this team embrace a product mindset, enable lean management of products (Lean Portfolio Management, LPM), provide clear prioritization to build initiatives, align the organization strategically, enable value-driven decision making, improve positive impact of build, reduce waste, and decrease time to value.

 

The Infrastructure and Operations team is focused on two enterprise critical systems. The CRM system which is utilized by our Contact Center Operations department and the Medallia platform. At PG&E, Medallia is the enterprise platform used to capture, analyze, and operationalize customer sentiment across key customer interactions and digital touchpoints. It serves as a core input into how the organization understands customer experience and prioritizes improvements. Within the Infrastructure and Operations portfolio, Medallia works alongside the CRM system used by Contact Center Operations. Together, these platforms allow teams to connect customer feedback with customer interactions, helping identify where experiences break down and where improvements will have the greatest impact.

 

 Position Summary

 

The Principal Product Owner position is a member of the Medallia team. This role will collaborate with business partners to develop and define overall product plans and strategy, as well as partner with development to get strategic product enhancements to market.  

 

What You Will Get

• The opportunity to work on a highly trafficked and meaningful company CTS system that is customer centric being both informational, but highly functional.
• Work amongst a highly dedicated and intelligent group of peers equally enthusiastic about the contributions they make.
• Extreme management support for your development and your day-to-day success.
• Autonomy to make decisions amongst the team