Program Manager, Expert

Requisition ID # 169778 

Job Category: Project / Program Management 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland; Fresno; Rocklin; San Luis Obispo; Santa Rosa

 

 

Department Overview

The Customer Emergency Planning and Operations (CEPO) organization is responsible for the strategy and execution of customer-focused emergency response processes and programs.  The team oversees customer outreach and community engagement for the Community Wildfire Safety Program (CWSP), including Enhanced Powerline Safety Settings (EPSS) and Public Safety Power Shutoffs (PSPS).  Additionally, the group is responsible for the overall emergency response of the Customer team in the PG&E Emergency Operations Center (EOC) for all hazards.

 

Position Summary

The Expert Program Manager, Enhanced Powerline Safety Settings (EPSS) will lead the continued advancement and development of direct-to-customer communications related to EPSS outages.  Familiarity with common PG&E data platforms like Foundry, PowerBI and Convey (MessageBroadcast) is a benefit since much of the work is done cross functionally with other work groups with the focus being improving the customer experience through the outreach tools related to EPSS. 

 

We are looking for someone with a balance between analytical and customer-facing skills.  The role will work with (2) Program Managers on the team to build an annual execution strategy to educate internal and external stakeholders on the EPSS program, reduce CPUC EPSS complaints, improve unplanned Customer Transactional Survey (CTS) scores, integrate lean methodology and advance understanding of the role EPSS plays in supporting our stand that catastrophic wildfires shall stop. 

 

The Program Manager will engage with diverse and cross-functional partners - EPSS PMO, Regional teams, Contact Center Operations (CCO), Public Safety Specialist (PSS), Local Government Affairs (LGA), Community Wildfire Safety Program (CWSP) and consultants - to educate and engage communities, customers, partners and others regarding wildfire risks and the activities PG&E is undertaking to reduce those risks. 

 

The role is hybrid working from your remote office and assigned work location, in-person, as business needs require.  The work location is flexible and will be determined between the hiring leaders and the successful candidate.

 

PG&E is providing the full salary/pay range for this position.  The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint of the range.  The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 

 

Bay Area Min: $129,000.00

Bay Area Mid: $168,000.00

Bay Area Max: $207,000.00

 

&/OR

 

California Min: $123,000.00

California Mid: $160,000.00

California Max $197,000.00

 

Job Responsibilities

 

• Co-develop and execute strategic plans related to customer notifications and impact mitigation to meet regulatory or internal wildfire risk reduction goals.
• Identify and implement other operational improvements including but not limited to customer notifications, impact mitigation, microgrids, temp gen, etc..
• Provide report out to stakeholders and leadership team on customer outreach aspects of the EPSS operations related to customer experience.
• Partner with legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other data requests, proceedings, workshops and hearings.
• Work with managers across functions to influence decisions and advocate on their behalf with the EPSS PMO.
• Provide direction on customer elements, inputs and dependencies within the EPSS Program.
• Partner with Customer Communications to develop and deliver relevant outreach materials related to EPSS operations.
• Develop and maintain dashboards to report on team progress and accomplishments.
• Define outreach model, materials, and expectations to support customer engagement and satisfaction related to EPSS operations.
• Assess new emerging programs or initiatives to determine customer impacts and need for customer outreach to support successful program implementation.