Requisition ID # 154304 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Comms

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; Washington; Washington D.C.; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City

Department Overview

In Customer Care, we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer.

Within Customer Care,

Pacific Gas and Electric Company’s Customer Operations and Enablement (CO&E) organization develops and leads a customer centric operations organization that spans the entire “meter to cash” process, including meter testing, customer billing, payment processing, credit and collection policy, and rate experience, strategy, implementation and operations.

The Billing Modernization organization within PG&E's Customer Experience organization focuses on driving positive customer experiences through an array of pricing products that help customers better relate to and manage their energy usage. Pricing products increasingly take advantage of Smart Meter capabilities that are currently being implemented across PG&E's service territory and integrate them with advancements in pricing products and online tools.

Position Summary

PG&E is seeking an individual experienced in product management to manage the billing and rates related digital customer experiences. PG&E currently offers a variety of rates that use customers’ interval usage to determine the cost for energy, and PG&E supports these rates with a variety of tools to help both internal and external customers with understanding rate choice, manage their bills and conduct usage analysis. The individual in this role will work to manage the current suite of residential tools and identify enhancement opportunities that align with PG&E’s billing system modernization project.

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory. 

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. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 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: $118,000.00

Bay Area Maximum: $188,000.00

OR

California Minimum: $​112,000.00

California Maximum: $179,000.00

Job Responsibilities:

• Acts as a product manager and subject matter expert in efficiently and effectively meeting the needs of the customer rates and pricing systems.
• Serve as PG&E’s subject matter expert for rate engine thought leadership, content and technology information and articulating product features and benefits to key stakeholders, and supporting channels as needed.
• Identify product improvement needs based on customer research, marketing and sales feedback, measurement and evaluation reports, and internal ideation and gap analysis.
• Develop and manage third-party partner relationships, including working with other utility service providers, advocacy groups and energy-related organizations to assess complimentary and competitive offerings and leverage innovative components and approaches to the products. Maintain strong working relationships with other strategic programs and partners.
• Develop IT estimates for work related to product improvements. Manage budgets to ensure individual and combined budgets are on track and forecasts are accurate.
• Develop and maintain key performance metrics and management reports to track and measure product and program effectiveness and drive continuous improvement activities.
• Work cross functionally with other groups that include Sales, Marketing, IT, Rates, Law and Operations as needed to develop and execute business and launch plans. Ensure both internal and external product launch readiness.
• Manage all key company stakeholders and oversee development milestones with transparency; appropriately involve necessary stakeholders for sign-off processes involved for each milestone.
• Review all product deliverables to assure the offering is complete, meets specific needs, and includes optimal materials both in the box and on-line to assure customer satisfaction.
• Assess competitive offerings and substitutes through market surveillance and identify the unique, sustainable value of PG&E’s offering.
• Develop business cases to identify principal technical and commercial levers that drive adoption decisions.
• Develop product briefs, technology information and verification. Test product or service offerings.

Qualifications

Minimum:

• Bachelors Degree in job-related discipline or equivalent experience
• Job-related experience, 8 years

Desired:

• Advanced knowledge of project management and PMP certification.
• MBA or equivalent graduate degree desired.
• Experience working in energy management and/or utility rate design.
• Direct experience or familiarity with Product Management.
• Analyzing markets and customer segments to understand key areas of opportunity.
• Analytical problem solving to drive appropriate strategy for the product – business model, partnerships, key features etc.
• Developing business plans for building new products and improving existing products.
• Driving key features of the product and delivering those messages to relevant stakeholders. Working cross-functionally to develop, launch and maintain product.
• Excellent verbal and written communication.
• Experience working both independently and in a team-oriented, collaborative environment.
• Adaptable to changing environments, shifting priorities, demands and timelines and ability to learn new concepts quickly.
• Project management and change management skills. Excellent time-management and organizational skills.