Expert Web Product Manager

Pacific Gas And Electric Company•Oakland, CA

11h•Hybrid

About The Position

The Expert Web Product Manager position is a member of the Digital Strategy team. This role will collaborate with internal and external partners to develop and define overall product plans and strategies to deliver product enhancements to market. This role’s initial focus will be for the Percentage of Income Payment Pilot (PIPP) program – a new program to normalize monthly bills based on a percentage of a customer’s income. In addition to the PIPP program, this role will participate in longer term roadmap planning to address pain points on customer channels for enhanced customer experiences. 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. 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. This position is hybrid, working from your remote office and Oakland, CA location, based on business needs or company requirements.

Requirements

Bachelor’s Degree in Business, MIS, or other related fields or equivalent work experience.
7 years product management, customer experience or business analyst experience

Nice To Haves

Deep customer focus
Experience with journey mapping
Experience with cross channel analytics
Experience with California Public Utilities Commission (CPUC) and/or compliance-related projects
Experience with internet website domains
Experience in application design, mobile
Experience in E-Commerce, job-related
Experience working with contact centers or omnichannel support
Experience with Adobe or other web analytics packages
Experience with Tableau or other data visualization tools
Experience with the Agile methodology
Ability to sell a vision and translate highly complex concepts into stories for those not versed in technical terminology
Demonstrated experience with Human Factors/UX design principles for mobile responsive web

Responsibilities

Present business cases and results to senior leadership.
Works on complex problems having broad impact that require in depth analysis and judgment to obtain results or solutions.
Oversees project management planning and execution of work.
Partners with the stakeholders (business, compliance, CPUC, community-based organizations and IT) to launch programs and drive enhancement execution from requirements through to release and stabilization.
Maintains a monthly dashboard that reviews transaction completion rates (Adobe Analytics/Tableau), customer feedback (Opinionlab), user sessions (Mouseflow), A/B test results (Optimizely) and Help Center usage (Zendesk).
Shares monthly learnings with business partners and stakeholders to ensure key information is conveyed.
Reviews monthly dashboard to identify customer experience improvements and savings opportunities.
Documents business requirements and prepares business cases to secure funding for future enhancements.
Works with IT to review O&M and schedule releases to fix defects.
Occasional after hours/on-call support and local travel required.

Benefits

The opportunity to work on a highly trafficked and meaningful company website that is customer centric being both informational, but highly functional.
The opportunity to contribute to a best in class digital organization that ships real products to real users using e-commerce fundamentals.
Work amongst a highly dedicated and intelligent group of peers equally enthusiastic about the contributions they make.
Extreme management support for your development and your day to day success.
Autonomy to make decisions amongst the team
Best in class perks and benefits

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume