Program Manager, Principal

Pacific Gas And Electric Company•Oakland, CA

9h•$137,000 - $244,000•Hybrid

About The Position

The Principal Program Manager supports the South Bay & Central Coast (SBCC) Service Planning Leadership Team and develops and effectuates a customer strategy focused on strong customer partnerships, escalation mitigation, work prioritization, and customer experience. The role resolves unique and complex customer, program, and process problems; anticipates issues; and develops innovative solutions collaboratively to support the SBCC Service Planning team. Success requires strong analytical and software skills, curiosity, openness to feedback, a desire to learn and teach others, and the ability to engage effectively with stakeholders and influence others. The role may develop complex process-tracking systems with broad impact across multiple departments. The position is hybrid, working from a remote office and an assigned work location within the PG&E Service Territory based on business need. PG&E's Customer Delivery organization provides safe, reliable, and affordable electric and gas services in compliance with regulatory and internal requirements throughout the New Business Process.

Requirements

Bachelor's degree or equivalent experience.
10 years of job-related experience.
Strong analytical and software skills.
Ability to engage effectively with key stakeholders and influence others.
Openness to a feedback culture, curiosity, and a desire to learn and teach others.

Nice To Haves

Master's degree in a job-related discipline or equivalent experience.
PMI Project Management Professional (PMP) certification.

Responsibilities

Develop an overarching customer strategy for SBCC Service Planning.
Translate customer and business needs into strategic programs that improve customer experience, operational performance, and business outcomes.
Integrate regulatory requirements and cross-functional program delivery into customer strategy.
Improve the end-to-end customer experience for electric and gas service requests.
Balance customer needs with engineering requirements, project complexity, resource capacity, budget, and regulatory obligations.
Define customer segments unique to SBCC and tailor service approaches to different project needs.
Identify pain points, delays, communication gaps, and opportunities to simplify the process; build strong working relationships with cross-functional partners.
Re-imagine escalation management and mitigation.
Identify issues and escalations, solve problems, and engage key stakeholders to develop sustainable solutions.
Lead cross-functional projects or teams.
Identify new partners, technologies, and delivery channels.
Develop and manage the department expense budget; monitor expenses against forecast and explain or justify budget items and variances.
Communicate project status to stakeholders.
Mentor and provide guidance to less experienced colleagues.
Present findings and make recommendations to management.
Work with all levels of management and senior leadership across functions to influence decisions.