Process Lead

PSEG•Newark, NJ

1d•Hybrid

About The Position

This position is responsible for helping drive customer-centric strategies across the organization. This role provides oversight in the Customer Solutions Center of Excellence. This role will include coordinating with multiple stakeholders and leaders across departments and overseeing the gathering and creation of executive presentations. This position also leads the strategy and development of the monthly Customer Council meeting plans and presentations to increase customer centricity across the organization; monitoring key business strategies to align content across presentations; and managing Customer Solutions programs as needed.

Requirements

Bachelor’s degree and a minimum of 7 years relevant professional experience. In lieu of a degree, a minimum of 10 years of relevant professional experience.
Demonstrated strong communication skills (verbal and written), with ability to translate complex information into clear, compelling narratives for senior leadership
Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint, with emphasis on executive-level document and presentation design
Demonstrated ability to lead cross-functional collaboration, working effectively with stakeholders and leaders across multiple departments.
Exceptional organizational skills, with a track record of managing multiple projects, deadlines, and deliverables simultaneously.
Strategic thinking, analytical capability and customer focus to make sound judgements with limited information, while aligning content and integrating key organizational priorities to presentations.
Operational experience with processes within a Customer Care or related process
Department of Energy’s regulation 10 CFR 810 is required.

Nice To Haves

MBA
Knowledge of utility customer-facing operations

Responsibilities

Oversee the collection, synthesis, and creation of high-quality materials for senior leadership audiences for all of Customer Solutions.
Collaborate with internal and external stakeholders for preparing, refining and presenting content to provide updates to business leaders throughout various levels of the organization.
Work with other Centers of Excellence across the organization on utility wide initiatives and special projects.
Manage agenda, speakers, and presentations for monthly Customer Council meetings for utility SLT. Attend meetings, summarizing key takeaways and follow-up on action items as identified in meetings.
Ensure accurate and timely completion of reports and presentations and liaisons with Corporate Scorecard and Utility Culture team
Fosters and maintains relationships with internal and external networks
Build and manage a central repository for all executive level presentations within Customer Solutions.
Manage Customer Solutions initiatives as needed to support organizational goals and enhance the customer experience.