Requisition ID # 71065 

Job Category : Project / Program Management 

Job Level : Senior Director

Business Unit: Customer Care

Job Location : San Francisco

Department Overview

Customer Care 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. 

Position Summary

The Senior Director of Customer Energy Solutions (CES) is responsible for building and managing a highly scalable team, focused on the design and delivery of an industry-leading, world-class customer experience through programs and services. The Senior Director of CES oversees the company’s diverse portfolio of programs and products targeting customers of all sizes (large commercial and industrial enterprises, small and medium businesses, and residential) to address their energy needs in diverse market segments. This role is responsible for the strategy, design, implementation, and effectiveness of the approximately $800M portfolio of programs including energy efficiency, demand response, distributed generation, low income, and clean energy transportation.

Job Responsibilities

• Direct the company’s strategy, policy, market development, execution, and operations of the following programs: energy efficiency, demand response, distributed generation, low income, and clean energy transportation.
• Lead and direct a large team in the execution of a customer-focused strategy and customer experience delivery. Work effectively with operations teams in developing pragmatic customer strategies and build alignment throughout operations that facilitate the delivery of the desired customer experience.
• Drive program execution and accountability using benchmarks and data to establish metrics that improve performance, reduce costs, increase value, and drive customer satisfaction.
• Lead the development of technical and non-technical summaries and briefs for both a wide variety of energy industry audiences.
• Drive collaborative efforts of all personnel and other resources (internal and external) necessary to successfully accomplish the strategic planning and implementation of Program initiatives and offerings.
• Serve as a member of the Business Development and Customer Engagement leadership team, partnering with other leaders to achieve cross-functional goals
• Provide a common approach and process for driving the work across the organization through collaboration, process improvement, change management, and cross-functional alliances.
• Thought leader, engaged on the latest energy-saving technology to provide Program design suggestions and value add programs.
• Represent the company and advocate for customers’ interests in political and regulatory forums
• Establish and maintain effective partnerships with key utility partners, market participants, regulators, policymakers and other stakeholders

Leadership Qualities

PG&E expects its leaders to conduct themselves with the highest ethics and integrity and to embody specific leadership qualities.

Strategic Mindset

• Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Operating effectively, even when things are not certain, or the way forward is not clear.

A Leader in the Community and Industry

• Effectively building formal and informal relationship networks inside and outside the organization.
• Anticipating and balancing the needs of multiple stakeholders.

Demonstrates Safety Leadership

• A safety champion in words and deeds with respect to both employee and public safety.
• Maintaining an environment of open dialog and free of retaliation.

Influences and Inspires

• Using various- communications that convey a clear understanding of the needs of different audiences.
• Maneuvering comfortably through complex policy, process, and people-related dynamics.

Optimizes Team Performance

• Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Creating a climate where people are developed and motivated to do their best to help the organization.

Values Diversity and Creates Inclusion

• Recognizing the value that different perspectives and cultures bring to an organization.

Fiscally Responsible

• Interpreting and applying an understanding of key financial indicators to make better business decisions.
• Planning and prioritizing work to meet commitments aligned with organizational goals.

Leads Ethically and in a Compliant Manner

• Sponsoring and sustaining a high integrity speak-up corporate culture which prioritizes ethics, safety, and compliance.
• Building on the necessary level of industry, company, and subject-matter expertise, including laws and regulations.

Provides a High Level of Customer Service

• Building strong customer relationships and delivering customer-centric solutions.

Background Qualifications

Minimum

• Bachelor’s degree or equivalent experience in a business-related field.
• Ten years’ experience managing direct reports, across multiple disciplines.

Desired

• Experience in navigating business and residential energy customer programs, with emphasis on leading energy efficiency innovation with suppliers, utilities, governments, regulatory agencies, and other stakeholders.
• Ability to attract, build, mentor, and direct a high-performing team.
• Experience leading and developing a large organization in a challenging and dynamic environment to achieve desired business results.
• Experience in strategic and operational planning resulting in short- and long-term tactical plans.
• Experience providing large-scale program management including strategy, policy advocacy, and solution delivery.
• Experience in strategic influence, and driving alignment through intellect, interpersonal skills, and rational dialogue.

• Ability to build external partnerships and to leverage industry knowledge and direction.
• Ability to incorporate technology to enable the delivery of desired customer experiences.
• Ability to implement quality processes, best practices, operational excellence and to drive results through others.
• Superior skill in communication, including listening, written and oral presentation, and interpersonal communication.
• Adept at establishing partnerships and alliances to extend reach and market opportunities
• National Incident Management System (NIMS) ICS 300 and ICS 400 certified