Pacific Gas and Electric
Business Operations Specialist
This job is now closed
Job Description
- Req#: 160879
- Utilizing Customer Transactions Scores (CTS) and Operational KPI’s assist problem solving efforts to address gaps in technology & communication processes and electric work processes & execution for the benefit of our customers
- Communicate with Electric Operations and Regional Service Model teams regarding outage work activities that lead to negative customer outage experiences
- Identify and assist the team in implementing operational improvements related to customer notifications and work processes
- Develop the process and execute on direct-to-customer post outage communications to CEMI customers
- Present research findings and make recommendations to stakeholders
- Participate and support cross-functional teams in a matrixed environment
- Investigate and resolve escalations and close the loop customers and internal stakeholders
- Perform root cause analysis with Customer, Electric Operations and IT leaders and employees aimed at resolving customer communication issues
- Assist the team in preparing for and conducting Daily, Weekly and Monthly Operating Reviews
- Bachelor’s degree in Business, Engineering or related field or equivalent experience
- 3 years of experience in Utility Operations, Customer Service, and/or Project Management
- Proficient in Lean Operating System
- Knowledge of Electric operations work execution
- Ability to work independently, a self-starter who takes initiative to solve problems
- Demonstrated ability to participate in multi/cross-functional teams in a matrix environment
- Strong, proven relationship building capabilities with internal partners
- Strong presentation and time management skills
Requisition ID # 160879
Job Category: Business Operations / Strategy
Job Level: Individual Contributor
Business Unit: Customer & Enterprise Solutions
Work Type: Hybrid
Job Location: Oakland; Alameda; Alta; American Canyon; Angels Camp; Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch Camp; Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French Camp; Fresno; Fresno; Fulton; Garberville; Geyserville; Gilroy; Goodyear; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Houston; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Novato; Oakdale; Oakhurst; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Sacramento; Salida; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City
Department Overview
Customer and Enterprise Solutions (C&ES) is devoted to serving PG&E’s mission of delivering safe, reliable, and affordable customer-focused electric and gas service. As PG&E’s customer-facing organization, we support Electric Operations, Gas Operations, and Energy Supply. We aim to define and drive the enterprise-wide customer strategy while encouraging a culture of safety, affordability, and employee engagement. Local Customer Engagement (LCE) coordinates the activities of customer-facing coworkers in the Customer & Enterprise Solutions organization. LCE is accountable for delivering high-quality performance to PG&E’s customers and ensuring the safety, availability, and reliability of regional operations for our hometowns.
Position Summary
The Business Operations Specialist, Career reports to the Director, Customer Outage Journey PMO. The position collaborates closely with cross-functional employees in Electric Operations, IT, Customer Experience, Marketing & Communications, and Regional Service Model teams to improve the outage communication experience with customers by working as One PG&E to transform our internal processes and leverage modern technology. The successful candidate will assist the team in developing innovative solutions for complex requirements using a network of internal resources. As a representative of the ‘voice’ of our customers, the Business Operations Specialist, Career will help drive overall improvements in the customer experience, be focused on Lean best practices and continuous improvement with the team goal of achieving CTS targets.
This position is hybrid, working from a remote office and assigned work location based on business need.
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, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.
This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.
A reasonable salary range is:
Bay Area Minimum: $78,000.00
Bay Area Maximum: $116,000.00OR
California Minimum: $74,000.00
California Maximum: $110,000.00Job Responsibilities
Qualifications
Minimum:
Desired:
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About the company
The Pacific Gas and Electric Company is an American investor-owned utility with publicly-traded stock.
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