Program Manager, Expert

Pacific Gas And Electric Company•Oakland, CA

2d•Hybrid

About The Position

The Customer Emergency Planning and Operations (CEPO) organization is responsible for the strategy and execution of customer-focused emergency response processes and programs. The team oversees customer outreach and community engagement for the Community Wildfire Safety Program (CWSP), including Enhanced Powerline Safety Settings (EPSS) and Public Safety Power Shutoffs (PSPS). Additionally, the group is responsible for the overall emergency response of the Customer team in the PG&E Emergency Operations Center (EOC) for all hazards. The Expert Program Manager, Enhanced Powerline Safety Settings (EPSS) will lead the continued advancement and development of direct-to-customer communications related to EPSS outages. Familiarity with common PG&E data platforms like Foundry, PowerBI and Convey (MessageBroadcast) is a benefit since much of the work is done cross functionally with other work groups with the focus being improving the customer experience through the outreach tools related to EPSS. We are looking for someone with a balance between analytical and customer-facing skills. The role will work with (2) Program Managers on the team to build an annual execution strategy to educate internal and external stakeholders on the EPSS program, reduce CPUC EPSS complaints, improve unplanned Customer Transactional Survey (CTS) scores, integrate lean methodology and advance understanding of the role EPSS plays in supporting our stand that catastrophic wildfires shall stop. The Program Manager will engage with diverse and cross-functional partners - EPSS PMO, Regional teams, Contact Center Operations (CCO), Public Safety Specialist (PSS), Local Government Affairs (LGA), Community Wildfire Safety Program (CWSP) and consultants - to educate and engage communities, customers, partners and others regarding wildfire risks and the activities PG&E is undertaking to reduce those risks. The role is hybrid working from your remote office and assigned work location, in-person, as business needs require. The work location is flexible and will be determined between the hiring leaders and the successful candidate.

Requirements

Bachelors Degree or equivalent experience
8 years of experience in program management, project management, customer outreach, emergency preparedness and response, and/or account management or similar

Nice To Haves

Masters Degree in job-related discipline or equivalent experience.
PMI-Project Management Institute PMP-Project Management Professional certification.
Ability to influence leaders inside and outside of the department through data analysis, insights and recommendations.
Ability to lead large and complex projects working with cross-functional teams.
Ability to create compelling business cases based on complex business environments and inputs.
Demonstrated proficiency in achieving results by leading and influencing matrixed teams.
Strong, proven relationship building capabilities with internal partners and external customers/agencies.
Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature.
Effective at negotiating and able to communicate effectively and comfortably at all levels internally and with customers and external parties.
Demonstrated diligence in documentation and tracking.
Strong presentation and time management skills.
Demonstrated ability to effectively utilize Excel, Word, PowerPoint and other like tools at an intermediate level (minimum).
Ability to make operational decisions to build and/or align resources on complex initiatives and projects.
Ability to communicate and support company and organization policies, procedures, goals, objectives, vision and values.
Ability to establish and drive accountability through effective metrics that support a common mission.
Ability to drive, identify and implement process improvement.

Responsibilities

Co-develop and execute strategic plans related to customer notifications and impact mitigation to meet regulatory or internal wildfire risk reduction goals.
Identify and implement other operational improvements including but not limited to customer notifications, impact mitigation, microgrids, temp gen, etc..
Provide report out to stakeholders and leadership team on customer outreach aspects of the EPSS operations related to customer experience.
Partner with legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other data requests, proceedings, workshops and hearings.
Work with managers across functions to influence decisions and advocate on their behalf with the EPSS PMO.
Provide direction on customer elements, inputs and dependencies within the EPSS Program.
Partner with Customer Communications to develop and deliver relevant outreach materials related to EPSS operations.
Develop and maintain dashboards to report on team progress and accomplishments.
Define outreach model, materials, and expectations to support customer engagement and satisfaction related to EPSS operations.
Assess new emerging programs or initiatives to determine customer impacts and need for customer outreach to support successful program implementation.
Support Customer & Enterprise Solutions emergency response in a position either on the Emergency Operations Center (EOC) or Operations Emergency Center (OEC) team based on organizational needs.
May support emergency management on the All Hazards Team (AHT) within CEPO.