Job Location : Concord; Oakland; San Francisco; San Jose; San Ramon
Department Overview
In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Position Summary
The Expert Program Manager position is the key liaison between technical metering, distribution logistics and field user organizations. This position will closely collaborate with supply chain organization and provide governance regarding field shop and yard material setup. This includes providing strategic meter inventory oversight and MS&E process knowledge support. This position is responsible for problem solving, process development, and communications to ensure field organizations can enhance the customer experience with timely and appropriate meter asset.
Job Responsibilities
Demonstrate by personal action a 100% commitment to PG&E employee and public safety.
Applies expert knowledge of Program Management to wide-ranging issues and assignments. Works independently with guidance on only the most complex issues. May lead project teams.
Establish and maintain operational relationships with field metering contacts, becoming the key MS&E liaison for field inventory processes and issues. Represent Meter Asset Management as a subject matter expert and technical resource to various field, billing, and data collection organizations.
Ensure local meter users have optimized inventory levels based on historic installation rates, current field priorities and emerging customer needs. Provide ongoing operational support for temporary product shortage, transitioning of products, and purchase planning.
Establish and maintain operational review of local meter storage conditions to reduce loss through weather, obsolesce or mishandling. This includes periodic review meetings, onsite visits and audits.
Partner with technical teams to implement business changes to the field, such as advanced meter tracking (i.e. RFID) or tariff changes that impact metering requirements. Develop creative solutions and processes to address metering resource issues.
Develop field metering processes that support logistics, inventory management, and field deployment during new product introduction or other operational transitions. Ensure integration of the end to end meter inventory processes with various internal organizations including Materials, Electric/Gas Field Metering, and Gas Pipeline Maintenance and Operations.
Develop communications to clarify and update metering processes to various field end user organizations.
Leads partner organizations to develop and implement improved processes, best practices, controls and procedures to improve efficiencies, compliance and customer satisfaction and reduce cost.
Manages all aspects of programs that are cross departmental, complex and have a significant impact on the line of business. Leads development of plans to achieve program goals.
Partner with leaders to determine most appropriate and effective program performance metrics. Develops content and format for reports and dashboards. Prepare and presents regular updates to management, addressing issues and gaining buy in on solutions. Ability to design and develop new, complex programs.
Work collaboratively with peers, partners, and regional organizations to develop and implement new or improved processes, controls and procedures that improve program compliance, efficiencies and customer satisfaction.
May work with other project or program managers or peers in other departments or regions to reschedule work, re-allocate funds and explore other means to achieve financial and productivity goals.
Work autonomously. Anticipates issues and develops innovative solutions. Demonstrate program leadership with stakeholders to support company goals.
Headquarters will be in San Francisco, however, this opportunity can also be flexible to locations within the Bay Area. Concord, San Ramon, Oakland, and San Jose would also be considered.
Qualifications
Minimum:
Masters Degree in Business Administration or job-related discipline or equivalent experience
Job-related experience, 7 years
Experience in managing budgets
Desired:
PMI-Project Management Institute PMP-Project Management Professional certification
Knowledge, Skills, Abilities
In depth knowledge of meter utility processes, regulatory requirements, critical success factors, goals and initiatives.
Expertise in communication, interpersonal/collaboration influence, negotiation and process management focused on operational success.
Analytical and creative problem solving, ability to analyze complex data structure and summarize into actionable metrics.
Demonstrated ability to quickly understand, analyze and communicate complex issues in a changing environment, with a high degree of accountability.
High level organizational skills and ability to multi-task. Skilled at leading cross-functional project teams. Adept at resolving issues with diplomacy and tact.
Broad knowledge of project management, process improvement, best practices concepts, methods and techniques. Ability to create compelling business cases based on complex business
Ability to influence leaders inside and outside of the department through data analysis, insights and recommendations.
Advanced skills in Microsoft Office tools.
Strong organizational skills
Proficiency in Microsoft Office tools
Strong presentation skills
Occasional need for flexible/long hours
Ability and willingness to travel to over 80 meter storage locations throughout PG&E's service territory.
