EES Program Coordinator - Customer Experience Design

Puget Sound Energy•Bothell, WA

About The Position

We are seeking a Program Coordinator to join the Customer Experience (CX) Design team to provide essential coordination and operational support to scale the Energy Orchestration initiative. This role will leverage experience in coordinating multiple projects, organizing steering committee meetings and facilitation, and developing processes to maintain project trackers and build centralized repositories for Energy Orchestration workstreams across two steering committees. This position offers an exceptional growth opportunity to work on a high-visibility, cross-organizational initiative that spans multiple departments and directly supports PSE's customer transformation strategy. Coordinates operational activities associated with the successful execution of PSE customer programs, products, or services (programs) with moderate technical complexity, budget, and scope. Is responsible for successful execution of program activities including all necessary communications and training, budget tracking, stakeholder management, and customer service needs. Identifies areas of improvement in the program and/or related processes and produces solutions. Co-develops and coordinates project plans and schedules that drive results through hands-on project management. Demonstrates a desire and ability to successfully collaborate with cross-functional teams. Upholds the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities. Promotes and supports a culture of total safety. Demonstrates commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct. Ensures duties are performed in accordance with all regulatory compliance obligations.

Requirements

3 years of experience with program coordinator and/or management, planning & budgetary responsibility.
2 years of experience in planning with some budgeting responsibilities.
Experience in communications campaign.
Experience identifying and implementing process improvement efforts.
Excellent written and oral communication skills including presentation and analytical skills.
Experience providing an excellent customer service experience.
Ability to coordinate and facilitate meetings including set-up and day-of logistics.
Intermediate skill level in Microsoft Suite including Microsoft Word, Excel and PowerPoint.
Strong attention to detail and quality assurance.

Nice To Haves

Comfortable facilitating meetings and presenting to cross-functional teams and steering committees.
Experience working with project management tools, SharePoint, or data visualization software.
Experience coordinating and managing relationships with both internal and external stakeholders across multiple departments and organizations.
Knowledge of energy markets, utility operations, or experience in customer experience/transformation initiatives.
Strong desire to work collaboratively in a team environment on cross-organizational initiatives.

Responsibilities

Ability to manage a project and provide regular updates and reports on progress; communicate changes to ensure completion of projects on time and within budget.
Develop and revise materials in support of program activities such as presentations, trainings, reports, marketing collateral, statements of works, etc.
Coordinate team activities with vendors and internal stakeholders meet program goals and objectives as defined by Product/Program Managers and/or Market Manager.
Proactively communicates with internal and external stakeholders on integration opportunities, program impacts, and necessary trainings.
Identify opportunities to evaluate program data trends and report insights, collect and synthesize data from multiple sources to support decision making.
Identify and support execution of process improvement initiatives and quality control processes.
Monitors customer satisfaction survey scores and comments, identifies action items to improve and successfully addresses or escalates customer complaints as necessary.
Supports development of strategic marketing and outreach initiatives to help reach program goals.
Manage program orientation process for internal and external stakeholders and oversee training for program implementers and/or contractors.
Conduct market research and support development of business cases, strategic planning, and potential pilot initiatives.
Performs other duties as assigned.

Benefits

Employees are eligible for medical, dental, vision, basic life, and short- and long-term disability insurance.
There are additional voluntary options of supplemental life insurance, accidental death and dismemberment insurance, flexible spending accounts for health care and dependent daycare, and an Employee assistance program (EAP).
For long term savings, PSE offers a 401(k) investment option and a cash balance retirement plan.
Employees will also receive Paid Time Off (PTO) and Paid Holidays throughout the calendar year.

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