Director, Customer Facing Systems

Pacific Gas And Electric Company•Oakland, CA

1d•$208,800 - $300,000•Hybrid

About The Position

The Director – Customer Systems is a senior technology leader responsible for strategy, delivery, and operations of customer-facing systems, including Customer Information Systems (CIS), web/digital platforms, contact center technologies, and customer programs. This role ensures that meter‑to‑cash systems, digital engagement channels, and contact center platforms operate seamlessly to deliver a reliable, compliant, and customer-centric experience, aligning technology investments with business, regulatory, and financial objectives. Directs teams responsible for solution/portfolio strategy & planning, business architecture, requirements definition, program and project delivery & deployment, application development, testing/quality assurance, and operations & maintenance support. Builds and maintains relationships with business unit partners for business requirements, issue resolutions, and sustains overall customer satisfaction. Participates in enterprise technology planning, bringing a current knowledge and future vision of technology/industry. Selects, develops, and evaluates staff to ensure the efficient operation of each function CIS platforms serve as the central system of record for customer data, billing, and service interactions, making this role critical to both revenue operations and customer experience This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

Requirements

Minimum of B.A./B.S. degree or equivalent work experience in computer science, information technology, business administration, engineering, or other relevant field required
At least 10 years of progressive leadership experience in IT, with a strong focus on Customer Information Systems (CIS)
Minimum of 2 years in a managerial/supervisory role
Proven track record of aligning technology strategy with business objectives
Experience running complex IT portfolios (applications, infrastructure, vendors, delivery)
Candidates should have deep familiarity with: CIS Platforms (Oracle CC&B, C2M, SAP IS-U or similar), CRM / CX Platforms (Salesforce, Service Cloud, etc.), Digital platforms (customer portals, UX-driven systems), Contact center stacks (CCaaS, IVR, workforce tools) and AWS.

Nice To Haves

Advanced degree (MBA or MS) in a relevant discipline.
Proven experience leading large, complex technology programs and cross-functional teams.
Experience within the utility or energy sector.
Familiarity with key utility functions such as customer service, energy operations, or gas/electric delivery.

Responsibilities

Oversee design and delivery of customer web portals, mobile apps, and digital engagement tools to enable self-service (payments, start/stop service, usage insights), personalized communications, Omni-channel interactions (web, SMS, email, chat), and improve digital adoption, customer satisfaction, and cost-to-serve.
Own technology stack supporting contact centers: CCaaS platforms (Cisco WxCCE), Salesforce CRM / agent desktop, IVR and automation systems to optimize call routing, workforce management, and agent productivity to manage customer journeys across voice, chat, and digital channels.
Lead AI and automation initiatives (chatbots, agent assist, analytics)
Accountable for the successful implementation of the most complex, larger scale, and cross-functional systems on time, in scope and within budget.
Ensure 24x7 availability and performance of customer systems
Manage a Highly integrated architecture of 100+ system interfaces across CIS, field services, and enterprise systems Integration with metering, outage management, payment processing, and finance
Ensures all project issues and risks are appropriately surfaced and resolved.
Identifies opportunities to make IT and business processes more effective and efficient. Directs the implementation of improvement initiatives.
Provides guidance and direction to a large team (200+ resources) consisting of employee, partners, contractors located on-site and offshore.
Manages the establishment of individual and organizational objectives that are aligned with organization goals.
Implements PG&E practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.
Ensures staff has the resources and skills needed to support all work initiatives.
Partners with IT and business leadership and other key stakeholders to define opportunities and prioritize projects based on predefined criteria (return on investment, productivity, compliance).
Proactively provides expert knowledge of industry trends on AI, omni-channel experience, Salesforce, AWS and other technologies as it relates to specific opportunities where technology can enhance value to the PG&E’s Customer & Corporate Affairs business unit.
Establishes comprehensive service level agreements and assures service is met or exceeded
Regularly briefs senior IT and business management on portfolio performances.
Provides regular reporting and status updates to ensure business and IT leadership are kept informed of project status, issues and risk.
Obtains approval from business partners on IT strategy and plan supporting the PG&E business units
Help to translate the business capability needs and requirements of the PG&E business units into a comprehensive, integrated technology strategy and roadmap.
Aligns and manages the execution of technology roadmaps.
Provides strategy, planning and leadership for the design, development, deployment and support for IT Solutions to support the achievement business objectives.
Provides knowledge of industry trends and technology as it relates to specific opportunities where technology can enhance the value to the business.
Identifies and presents opportunities to senior IT and business management for applying developments in technology to the challenges faced by the business.
Assists the CIO and senior IT and business management in developing, executing and communicating the IT- business vision, mission and goals.