Expert Customer Care Operations Specialist-Flexible Location

Requisition ID# 161619

Job Category: Business Operations / Strategy

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Sacramento

Department Overview

PG&E's Customer Channels and Services (CC&S) team is a collective group of professionals who support customers with responsive and empathetic communication, revenue processing, effective management of customer financial commitments, analytical insights, technological solutions, and self-service tools. We're here for customers, helping with everyday needs and providing support during emergency events.

Position Summary

The successful candidate will be joining a new business strategy team whose focus is advancing the implementation of PG&E's Lean methodology within the CC&S and larger Customer Experience organizations. The candidate will be conducting trend analysis on key performance indicator (KPI) metrics, developing recommendations and presentation materials, and preparing metric owners to report findings at weekly and monthly operating reviews. The successful candidate will have a strong background using data to craft compelling business cases. In addition, the candidate will help develop and document the new team's standard work to ensure consistency and will participate in and lead special projects.

This position is hybrid, working from your remote office and your assigned work location based on business need. The position may also require travel into the Oakland General Office (OGO) to attend monthly meetings.

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.

A reasonable salary range is:

Bay Area Minimum: $114,000
Bay Area Maximum: $182,000
&/OR
California Minimum: $108,000
California Maximum: $173,000

Job Responsibilities

* Develop and track business process related metrics. Conduct research and data analysis and create data visualizations. Develop, coordinate, and track cross-functional business narratives in support of report outs by senior leaders.
* Create, drive, and track various strategies for daily, weekly, and monthly operating reviews in conjunction with CC&S leaders. Supply recommendations for change that will lead to the success of company goals and cost effectiveness.
* Develop internal work procedures and process mapping to serve as standard work for the new team. Initiate process improvements and Waste Elimination efforts as needed.
* Assist Management with the leadership of key department initiatives such as system development, training and focused campaigns/initiatives.
* Influence decisions, providing recommendations for change that will lead to the success of company goals and cost effectiveness.
* Utilize system and personnel resources to successfully address inquiries from internal business partners
* Support organization as a subject matter expert by providing information and direction to resources through various delivery channels
* Liaison between various departments and cross functional teams
* Participate on cross functional teams
* Manage communications

Qualifications

Minimum
* Bachelor's degree in communication studies, marketing, business, or related field or equivalent experience.
* 8+ years of related experience or equivalent
* Experience with Microsoft Power BI, Power Apps, Power Automate, or other similar tools

Desired
* Advanced communications and presentation skills to deliver findings and make recommendations to stakeholders.
* Strong organizational skills, ability to effectively prioritize work, meet deadlines and work on multiple tasks independently.
* Experience providing actionable recommendations that will impact business decisions.
* MBA or equivalent graduate degree desired
* Knowledge and understanding of Lean concepts
* Demonstrated knowledge to navigate large, complex organizations and achieve results in the development and implementation of strategies, programs and processes

#featuredjob