Customer Planning Manager (1825) - Power Enterprise - SFPUC (153227)

City & County of San Francisco (CA)•San Francisco, CA

48d

About The Position

The Power Enterprise operates SFPUC's two clean power services, Hetch Hetchy Power and CleanPowerSF. We provide clean, affordable, and reliable electricity for thousands of residents and businesses throughout San Francisco and in seven other counties where the City has powered infrastructure. The Customer Engagement Group is Power Enterprise's main point of contact for Customers. This group is responsible for intake and resolution of all customer requests to facilitate customer access to SFPUC resources. This group supports strategic and capital project planning, leads Power affordability policies and also markets Hetch Hetchy Power and CleanPowerSF retail services through outreach and engagement with existing, new, and relocating customers. Under direction, the Customer Planning Manager leads, coordinates, and supports service planning, customer relationship management software development, affordability policies and grant management, as well as electrification efforts in support of City climate objectives. The essential duties of this position include, but are not limited to the following: Support Capital Investment Readiness: Convene stakeholders and identify pathways for large-scale capital investments in support of meeting City climate objectives and providing timely electrical service. Manage professional service contracts related to service offerings; Oversee customer relationship management systems contracts, development, and implementation. Develop low-income policy plan and policies, gain executive management approval, develop associate workplans for other Power business units, begin implementation and piloting of approaches; policy and approach presented to SFPUC Commission Service planning for load growth associated with Electric Vehicle Service Equipment installation, investment, and grant opportunities, including City fleet needs. Serve as the customer data privacy administrator for the Hetch Hetchy program. Supervises and develops junior staff. Develop standard operating procedures, training programs and materials to implement programs, train staff, and provide customer guidance on policies, program procedures, and compliance issues. Prepares persuasive written and oral analyses, reports, and presentations Identifies operational and business constraints; develops and recommends strategies to mitigate risks and improve operability, affordability, and financial stability. Supports the development of the annual planning and levels of service initiatives; develops and implements a KPI metrics and evaluative policy; assists in the delivery of customer engagement group responsibilities within the Power enterprise business plan. Researches, analyzes, forecasts, and makes policy recommendations on special projects or highly visible public issues including administrative policies, practices, and procedures; manages implementation of new systems, policies, and procedures. Monitor and support the implementation of Power rules, policy directives and contractual constraints to ensure that customer needs are met effectively. Related duties as assigned. The ideal candidate is a strategic, collaborative leader with strong critical thinking skills and a track record of driving innovation in electric utility service planning and customer programs. They bring deep experience in utility operations, project and team management, and the administration and development of customer relationship management systems. This candidate excels at analyzing complex situations, identifying practical solutions, and aligning affordability policies, grant opportunities, and electrification initiatives with broader climate and equity objectives. They are an effective communicator, skilled at working across departments and with diverse stakeholders, and are passionate about advancing clean energy and delivering high-quality public service.

Requirements

Education: Possession of a baccalaureate degree from an accredited college or university AND
Experience: Seven (7) years of full-time equivalent experience performing professional level analytical work. Qualifying professional-level analytical work includes analysis, development, administration, and reporting in major programs and functions of an organization in the areas of budgets, contracts, grants, policy, or other functional areas related to the duties of positions in the 182X Class series.
Substitution: Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major coursework in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in the Class series may be substituted for one (1) year of required experience.
Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of 2 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.
One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Nice To Haves

Master's Degree with coursework in Critical Thinking, Strategic Design, Business Administration, or a related field
Administration and/or Development experience with Enterprise Resource Planning or Customer Relationship Management software
Long range operational planning experience in an energy related field
Development of operational handbooks, manuals, or other guidance documents, beyond SOPs, for multi-team reference and use
Three years of supervisory experience

Responsibilities

Support Capital Investment Readiness: Convene stakeholders and identify pathways for large-scale capital investments in support of meeting City climate objectives and providing timely electrical service.
Manage professional service contracts related to service offerings; Oversee customer relationship management systems contracts, development, and implementation.
Develop low-income policy plan and policies, gain executive management approval, develop associate workplans for other Power business units, begin implementation and piloting of approaches; policy and approach presented to SFPUC Commission
Service planning for load growth associated with Electric Vehicle Service Equipment installation, investment, and grant opportunities, including City fleet needs.
Serve as the customer data privacy administrator for the Hetch Hetchy program.
Supervises and develops junior staff.
Develop standard operating procedures, training programs and materials to implement programs, train staff, and provide customer guidance on policies, program procedures, and compliance issues.
Prepares persuasive written and oral analyses, reports, and presentations
Identifies operational and business constraints; develops and recommends strategies to mitigate risks and improve operability, affordability, and financial stability.
Supports the development of the annual planning and levels of service initiatives; develops and implements a KPI metrics and evaluative policy; assists in the delivery of customer engagement group responsibilities within the Power enterprise business plan.
Researches, analyzes, forecasts, and makes policy recommendations on special projects or highly visible public issues including administrative policies, practices, and procedures; manages implementation of new systems, policies, and procedures.
Monitor and support the implementation of Power rules, policy directives and contractual constraints to ensure that customer needs are met effectively.
Related duties as assigned.