Web Product Manager, Expert

Requisition ID # 136142 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer Care

Job Location: Oakland

Department Overview

The Digital Strategy team at PG&E oversees the day-to-day operations and strategic roadmap for pge.com and the PG&E Safety & Alert Center, with the goal of making the web site easy to use. In addition to being a source of information for customers, the pge.com web site is a meaningful customer service channel, giving customers the ability to pay their bill, report an outage, get usage information and receive text alerts for a variety of situations, from bill reminders and outage updates to bill threshold alerts. The pge.com site continues to grow, and currently handles 70M visits annually, over half of which come in through a mobile device. In August 2017, pge.com took 1st place among 114 US & Canadian utilities in an Esource study that reviewed functionality, appearance, navigation and relevance. The Digital Strategy team also launched a mobile app called Report It, which is part of a pilot to allow select customers to report potential non-emergency safety issues via the app.

The team is comprised of in-house creative, analytics, and web product management.  On a daily basis, the team is relentlessly focused on using web site data, customer feedback and troubleshooting tools to understand customer pain points. Once a hypothesis for improvement is identified, the team continuously tests solutions, rolling out winners that improve the customer experience. In addition to operations work, the team also manages and implements a strategic roadmap that reflects industry trends and new features and functionality.

Position Summary

The Expert Web Product Manager position is a member of the Digital Strategy team. This role will collaborate with business partners to develop and define overall product plans and strategy, as well as partner with development to get strategic product enhancements to market. In addition to longer term roadmap planning, this role is also responsible for identity management including account creation, login, password reset and account delegation to third parties. The role oversees residential, commercial and small business account structures.

What You Will Get

• The opportunity to work on a highly trafficked and meaningful company website that is customer centric being both informational, but highly functional.
• The opportunity to contribute to a best in class digital organization that ships real products to real users using e-commerce fundamentals.
• Work amongst a highly dedicated and intelligent group of peers equally enthusiastic about the contributions they make.
• Extreme management support for your development and your day to day success.
• Autonomy to make decisions amongst the team
• Best in class perks and benefits

Qualifications

Minimum:

• Bachelor’s Degree in Business, MIS, or other related fields or equivalent work experience.
• 8 years product management, customer experience or business analyst experience

Desired:

• Experience working with identity management including account login, password reset, account delegation and privacy business rules, privacy requirements and cyber best practices.
• Deep customer focus
• Experience with journey mapping
• Experience with cross channel analytics
• Experience with PSPS and EOC operations
• Experience with internet website domains
• Experience in application design, mobile
• Experience in E-Commerce, job-related
• Experience working with contact centers or omnichannel support
• Experience with Adobe or other web analytics packages
• Experience with Tableau or other data visualization tools
• Experience with the Agile methodology
• Ability to sell a vision and translate highly complex concepts into stories for those not versed in technical terminology
• Demonstrated experience with Human Factors/UX design principles for mobile responsive web

Job Responsibilities

• Present business cases and results to senior leadership.
• Provide responses to PSPS reporting requests.
• Write the quarterly mobile app status report to the CPUC.
• Works on complex problems having broad impact that require in depth analysis and judgment to obtain results or solutions.
• Oversees project management planning and execution of work.
• Partners with the business and IT to drive enhancement execution from requirements through to release and stabilization.
• Maintains a monthly dashboard that reviews transaction completion rates (Webtrends/Tableau), customer feedback (Opinionlab), user sessions (m.pathy), A/B test results (Optimizely) and Help Center usage (Zendesk).
• Shares monthly learnings with business partners and stakeholders to ensure key information is conveyed.
• Reviews monthly dashboard to identify customer experience improvements and savings opportunities.
• Documents business requirements and prepares business cases to secure funding for future enhancements.
• Works with IT to review O&M and schedule releases to fix defects.
• Occasional after hours support and local travel required.