Manager, Program Delivery

Minimum Pay Rate: $144,984.00 

Maximum Pay Rate: $192,120.00 

Civil Service Status: Civil Service 

Apply by Date: 12/15/2023 

Posting Type: Open 

 

The position will be responsible for leading the Program Planning and Business Process Support team within the Advanced Energy Solutions (AES) work group. The AES team plans, implements, and delivers customer programs that directly support the goals and objectives of SMUD’s Zero Carbon Plan (ZCP) across various program portfolios.

 

Key success factors for this important leadership position are the ability to interpret and convert the strategic elements of the ZCP into measurable annual goals and the ability to lead a team of planners to develop and establish tactical plans that include monthly targets for multiple customer programs in collaboration with the program delivery managers and teams.

 

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

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 plans with unit manager that support department and SMUD goals by identifying program implementation, marketing, sales and service strategies and short- and long-term objectives. Oversees coordination of work process structure and design to meet desired outcomes and target productivity and efficiency measures. Supports the strategies and objectives and annual goals with resource planning and budget formulation. Contributes to business planning, coordination of segment process workflows and performance expectations/outcomes and promotes achievements of unit and SMUD goals through resource allocation.
• Designs, monitors and assesses the performance of work unit processes by overseeing staff in conducting documentation, reviews and studies of customer preferences and program and services delivery models on a continui