Requisition ID # 171414

Job Category: Customer Support / Operations

Job Level: Manager/Principal

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Oakland

Department Overview

In Customer and Enterprise Solutions (C&ES) we are focused on delivering the desired customer experience for each of our customers by delivering for our hometowns, serving our planet, and leading with love. The Customer Experience (CE) organization develops, implements, and oversees customer-centric operations from meter installation to customer service and sales to final billing. The CE portfolio includes functions for meter testing, customer billing, payment processing, credit policy, revenue operations, contact center operations, digital channels, and pricing strategy.

The Pricing Products organization within CE focuses on driving positive customer experiences through an array of rates and products that help customers better relate to and manage their energy usage. Pricing Products increasingly takes advantage of SmartMeter capabilities that are currently being implemented across PG&E's service territory and integrates them with advancements in products and online tools. Finally, the Net Energy Programs team within Pricing Products is comprised of a team of Product Managers that specialize in policy, implementation, and customer experience related to the Net Energy Metering and Net Billing renewable generation tariffs.

Position Summary

Net Energy Programs is seeking an individual to lead the overall solar customer experience strategy for customers receiving service on the Net Energy Metering and Solar Billing Plan tariffs. Summary of the position is outlined below.

Subject Mater Expert

• Understands pain points in the current solar customer journey, including but not limited to:
  • Pre-Solar Research
  • Interconnection Application Status
  • Post-Solar Savings Validation
  • Billing Awareness and Comprehension
  • Payment Options
  • Solar Legacy Expirations

Leadership

• Leads a cross-functional team of individuals to improve the solar customer journey, including but not limited to:
  • Pricing Products, Net Energy Programs
  • Pricing Products, Rate Products (online tools)
  • Electric Grid Interconnection
  • Billing Operations
  • Call Center
  • Solutions Marketing
  • Pge.com
  • Customer Generation and Storage

• Hosts weekly and monthly LEAN operating reviews with cross functional teams.
• Owns data driven prioritization of a multi-year solar customer experience enhancement roadmap.
• Maintains a comprehensive tactical implementation plan all solar customer experience initiatives.
• Provides 1:1 coaching and mentoring to fellow Net Energy Programs coworkers in weekly check-ins.

Strategy

• Leadership in developing a data-driven strategy to increase customer satisfaction and reduce call center volume via tool enhancements, optimized communications, and new product solutions.
• Ability to prioritize problems and lead LEAN problem-solving sessions.
• Ability to propose strong success criteria for existing and new solar campaigns.
• Works with a data analyst to develop executive-level pareto charts (along with other LEAN tools) and Power BI dashboards to measure solar customer experience metrics, which may include:
  • Call Volume and Average Handle Times – **Our Key Metric**
  • Customer Satisfaction Scores
  • Customer Transaction Scores
  • California Public Utility Commission Escalated Complaints
  • External Benchmarking
  • Bill Impact Analysis
  • Interconnection Trends by Tariff Type

Ownership

• Manages monthly solar budget activities. This includes ownership of forecasts, cost monitoring, and order number management.

• Drives requirements for personalized solar communications and online tool strategy.
• Approves all content created by Solutions Marketing for accuracy and understanding.
• Approves all IT bill mock-ups for new solar implementations based on customer sentiment and research.

This position is hybrid, working from your remote office and Oakland, CA approximately once per week, or more, or based on business needs or company requirements.

Job Responsibilities

• Understands the end-to-end solar customer experience.
• Develops dashboard requirements to monitor customer sentiment metrics (as applicable).
• Develops data-driven business cases to seek funding to drive customer experience solutions.
• Leads implementation of customer experience strategies.
• Creates measurable product success metrics.
• Effectively communicates with executive leadership, making data-driven recommendations.
• Displays strong leadership for cross-departmental teams.
• Mentors Net Energy Programs coworkers.
• Manages budget for customer experience related work.

Qualifications

Minimum:

• Bachelor of Arts or Bachelor of Science in Business, Economics, Marketing, Engineering, or related, or equivalent experience.
• Minimum of 10 years of related experience in customer support, rates, communications, product development or customer research.

Desired:

• Strong ability to analyze and present data.
• Strong drive for results and continuous improvement.
• Ability to lead a team and influence in a matrixed environment with a positive, execution-oriented mentality.
• Strong and persuasive verbal / written communication skills.
• Deep understanding of solar tariffs and billing.
• 5 years of experience in solar customer support, rates, communications, product development, or customer research.
• Experience with the LEAN Operating System toolkit and plays.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity,specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be between the minimum and midpoint listed below. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Bay Area Min: $144,000.00

Bay Area Mid: $194,000.00

Bay Area Max: $244,000.00