Principal Program Manager- Flexible Location

Requisition ID # 160237 

Job Category: Project / Program Management 

Job Level: Manager/Principal

Business Unit: Engineering, Planning & Strategy

Work Type: Hybrid

Job Location: Oakland; Alameda; Alta; American Canyon; Angels Camp; Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch Camp; Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French Camp; Fresno; Fresno; Fulton; Garberville; Geyserville; Gilroy; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Novato; Oakdale; Oakhurst; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Sacramento; Salida; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Washington; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City

 

 

Department Overview

The Coworkers of Service Planning & Design (SP&D) ensure the delivery of safe and reliable electric and gas service to New Business customers. SP&D provides project management support, design & engineering, and clerical support to customers seeking new service connections.

 

The SP&D Customer Experience Team is responsible for collecting and using Voice of Customer (VOC) inputs to understand the key drivers of an exceptional customer experience and then implement segment-based treatment and engagement strategies to deliver an improved experience.  We meet regularly with customers in assigned segments to understand their needs and how PG&E can better meet those needs.  As a member of the SP&D CX team, you will translate customer insights into delivery strategies, catch back plans and improvement projects.  You will focus on delivering large-scale, high impact process improvement efforts across all parts of the new business process including parts of the process not within the SP&D sphere of influence.

 

Position Summary

 Manages aspects of program implementation and operations.  Ensures program is operating effectively.  Responsibilities typically include some or most of the following in support of Program Management to ensure attainment of program metrics/objectives.

•             Define the key Moments of Truth for assigned customer segment

•             Create intentional treatment and communication strategies centered around the segment needs, Moments of Truth, and competitive enablers

•             Monitor all CX Data for the segment (Customer Transaction Survey, Verbatims, Escalations, On Time Delivery, etc)

•             Establish a segment plan and roadmap to improve CX

•             Define Customer Transaction Survey targets that align to strategy deployments and organizational goals

•             Monitor delivery health of segment (% past due)

•             Engage with PMO PM team to drive improvements in project delivery

•             Create direct engagement channels with segment to readily obtain Voice of Customer insights

•             Create and own catch back plans to drive improvements in the segme