What are the responsibilities and job description for the Manager Operations position at PSEG?

Requisition : 80824

PSEG Company : Public Service Electric & Gas Co.

Salary Range : $ 129,000

211,900

Work Location Category : Hybrid Fixed

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories :

Onsite are roles that have specific onsite requirements and are typically onsite daily.

Hybrid fixed are roles that are a blend of onsite work / in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.

Hybrid flexible are roles that can be performed remotely but require some level of onsite work / in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.

Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

The Manager Operations, Construction Inquiry will lead the operations of Construction Inquiry, which is a Monday to Friday operation operating out of two locations, Newark and Bordentown, New Jersey. The Construction Inquiry Department consists of ~60 MAST and union associates handle approximately 88k calls per year and processes approximately 54k applications across the 4 main work type categories of New Business work. This manager position will lead daily operations of the Construction Inquiry Department by organizing the workflow systems, portfolios and activities of the various departments to maintain and deliver optimum quality of service to customers.

Job Responsibilities

Position manages customer facing bargaining unit and management personnel to achieve targeted performance across all areas of PSE&G scorecards. Scorecard targets encompass safety, customer experience, associate availability, operational and financial metrics.

Position leads personnel and initiatives to continually enhance safety, health, wellness and environmental performance of the department.

Responsible for operating integrity of multiple Construction Inquiry locations. Leads the delivery of a consistent customer experience across multiple service channels including inbound / outbound calls, email, correspondence and self-service platforms.

Leads Construction Inquiry operations when the need arises to support the Business during system interruption, storm outage events and reoccurring workload peaks. Safeguards company assets, customer information and ensures compliance with all applicable SOX controls.

Leads the development and execution of employee engagement actions plans; demonstrates the ability to maintain collaborative relationships with Union leadership and administer the collective bargaining agreement.

Position provides leadership, personnel development and overall direction to foster a collaborative atmosphere in pursuit of Company goals and objectives.

Position leads / implements cross departmental process improvement efforts. Position continually scans the external environment for emergent proven practices and benchmarking trends in contact center operations.

Position requires strong team building across lines of business, primarily PSE&G Gas District personnel and PSE&G Electric personnel.

This position requires occasional travel to conferences and benchmarking events.

As required, initiate oral, written and one-on-one communication with customers.

As an employee of PSE&G, you should be aware that during storm / outage restoration efforts, you may be required to work extended hours and / or perform functions different from normal operations.

You may also be required to work at alternate locations.

Job Specific Qualifications

Required :

BS Degree or, in lieu of a degree, 12 years of experience.

Minimum 8 years operational experience leading customer facing work teams and / or process improvement efforts to foster continuous improvement.

Experience leading in a union environment.

Strong interpersonal, communication and negotiation skills.

Ability to develop organizational talent and manage performance.

Must foster an inclusive work environment and respects all aspects of diversity.

Demonstrated ability to plan, organize and multi-task.

Must have a valid driver’s license.

Financial acumen, analytical and process improvement skills.

Proficient with Microsoft Office.

Desired :

MBA.

Operating experience SAP / CRM.

High level work experience with contact center infrastructure

Minimum Years of Experience

8 years of experience

Education

Bachelor’s

Certifications

None Noted

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

If you are a current PSEG employee and if you are offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits would change and generally be consistent with other similarly situated new hires of that company.

As an employee of PSE&G or PSEG LI, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident / accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana / cannabis products recreationally and / or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC / Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.

If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com . Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

ADDITIONAL EEO / AA INFORMATION (Click link below)

Know your Rights : Workplace Discrimination is Illegal

Pay Transparency Nondiscrimination Provision

Salary : $129,000 - $211,900

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