What are the responsibilities and job description for the Principal, Program Manager - Customer Experience & Messaging position at PG&E Corporation?
Requisition ID # 161115
Job Category : Project / Program Management
Job Level : Manager / Principal
Business Unit : Operations - Other
Work Type : Hybrid
Job Location : Oakland
Position Summary
This role is for a Customer Experience lead within the Vegetation Management organization.
Manages aspects of program implementation and operations. Ensures program operation is effective. Responsibilities typically include some or most of the following supporting Program Management to ensure attainment of program metrics / objectives.
- Defining and implementing strategies to improve the Vegetation Management customer experience.
- Developing proactive customer communications, and implementing processes to distribute communications.
- Driving initiatives to reduce customer escalations.
- Driving messaging trainings, directed towards internal employees & contractors
- Performing customer analysis & segmentation to identify / implement strategies to improve the customer experience.
- Developing, measuring, and reporting on the success of the program.
- Partnering with the VM Operations organization, other PG&E departments, and external partners to develop and implement strategies to improve customer satisfaction.
- Identifying and maintaining strong working relationships with all strategic programs and partners.
- Partner with Regulatory and Compliance teams to ensure compliance with all regulatory requirements and support regulatory activities by supplying information for filings, data requests, and meetings with regulators.
- Identify stakeholders and communicate within and outside of PG&E.
- Developing and implementing policies and procedures.
- Identifying new partners, technologies, and delivery channels.
- Developing and implementing methods to track customer escalations.
- Identifying trends and root causes in customer escalations and interferences, and proposing / implementing strategies to address those root causes.
PG&E is providing the salary range that the company, in good faith, believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, collective bargaining agreements, and internal equity. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.
A reasonable salary range is :
Bay Area Minimum : $140,000
Bay Area Maximum : $238,000
California Minimum : $133,000
California Maximum : $226,000
Responsibilities :
Qualifications
Minimum :
Desired :
featuredjob
Salary : $226,000
