Expert Program Manager - PSPS Access and Functional Needs

Requisition ID# 161661

Job Category: Project / Program Management

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Stockton; 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; 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; Oakland; 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; 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

PG&E's ability to lead the nation in delivery of safe, reliable, and affordable gas and electric service to 10 million customers, across a 70,000 square mile service territory requires unrelenting operational excellence and seamless coordination across the 23,000 employees that work together to deliver on this promise. The Local Customer Experience organization's mission is to enable and support a positive "One PG&E" customer presence that actively contributes to a vibrant local economy. The Local Customer Experience organization implements strategies to drive tightly coordinated gas and electric operations for enhanced customer experiences locally with PG&E; proactive, targeted and transparent multi-channel customer and community education that reinforces safety and reliability initiatives and mitigates potential customer concerns; and active support for large customers, local community and economic vitality.

Position Summary

The Expert Program Specialist - PSPS AFN (Public Safety Power Shut Off Access and Functional Needs) will assist the AFN Program Manager by maintaining and improving upon existing processes for PG&E's coordinated wildfire risk reduction activities associated with the Community Wildfire Safety Program, namely, the Public Safety Power Shutoff. You will support process development, implementation, and improvement within the EOC AFN Situation Room and will also support in programmatic enhancements within the AFN program. In this role you will ensure accurate report out on related metrics, while helping to maintain relationships with and providing program education to internal and external stakeholders. You will help to provide communication, benchmarking, and education to our community-based organizations (CBOs) before, during and after PSPS as well as assist on the contract renewal process.You will also help in the enhancement of PG&E's Self-Identified Vulnerable program.

Additionally, you will support trainings to educate and engage PG&E's communities, customers, CBO partners and others regarding wildfire risks and the activities PG&E is undertaking to reduce those risks. You may also contribute to developing strategic plans to meet regulatory or internal wildfire risk reduction goals and drive performance to deliver on those plans, partner with legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other proceedings, workshops and hearings. You will also support data collection to help AFN Program Manager represent and speak on behalf of the customer notification process related to Public Safety Power Shutoff in various internal, external, industry or regulatory forums. You will also be responsible for refining processes to support resource partner CBO's and EOC team during PSPS and support applicable after-action review item resolution.

The role is hybrid working from your remote office, various PG&E off site locations, San Ramon or Oakland General Office as business needs require. The headquarter location is flexible within the PG&E service territory and will be determined between the hiring leader and the successful candidate.

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.

A reasonable salary range is:

Bay Area Minimum: $122,000

Bay Area Maximum: $194,000

OR

California Minimum: $116,000

California Maximum: $184,000

Job Responsibilities

• Support data collection for AFN Program Manager's report out to stakeholders and leadership team on all aspects of the PSPS Affinity Outreach related to the customer experience.
• Support contract renewal and training of CBO partners to ensure they meet regulatory or internal wildfire risk reduction goals and drive performance to deliver on their contract commitments.
• Identify & implement AFN Situation Room EOC improvements including but not limited to team member education, in-event notifications improvements, and reporting and data exchange.
• Partner with AFN Program manager, legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other proceedings, workshops and hearings including but not limited to the Annual AFN Engagement plan and regular progress reports.
• Assist in the Annual AFN Plan and quarterly data collection within all partnering Lines of Business.
• PSPS Affinity Outreach project management, driving execution, and monitoring end product quality (processes, tools, and analytics) including CBO informational and resource partner engagement management.
• Track PSPS AFN related benchmarking engagements with other utilities, industry groups, government partners and others.
• Actively participate in PG&E's People with Disabilities and Aging Advisory Committee and the Joint IOU AFN Advisory Committee and incorporate or act upon suggestions from the AFN community.
• Communicate complex ideas to diverse audiences using a variety of media.
• Provide support on customer elements, inputs and dependencies of PSPS/All Hazards program and support.
• Develop and maintain dashboards to report out on EOC team progress and accomplishments.
• Support and track customer engagement and satisfaction related to PSPS operations.
• Partner with PSPS Customer Outreach Strategist to develop and deliver relevant outreach materials if appropriate related to PSPS operations.
• Enhance and mature CBO relationships through standing meetings and check-ins as well as holding feedback sessions.
• Work collaboratively with sourcing to streamline resource partner agreement execution.
• Emergency response duties as assigned.

Qualifications

Minimum:

• Bachelor's degree or equivalent work experience
• 8 years of experience in program management, project management, customer outreach, and/or account management or similar

Desired:

• Advanced knowledge of Program Management
• Ability to influence leaders inside and outside of the department through data analysis, insights and recommendations
• Ability to support large and complex projects working with cross-functional teams
• Ability to create compelling business cases based on complex business environments and inputs
• Strong, proven relationship building capabilities with internal partners and external customers/agencies
• Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature
• Ability to manage and resolve escalated customer challenges in a timely and effective manner
• Adept at addressing issues with diplomacy and tact
• Effective at negotiating and able to communicate effectively and comfortably at all levels internally and with customers and external parties
• Demonstrated diligence in documentation and tracking
• Strong presentation and time management skills
• Demonstrated ability to effectively utilize Excel, Word, PowerPoint and other like tools at an intermediate level (minimum)
• Ability to make operational decisions to build and/or align resources on complex initiatives and projects.
• Ability to communicate and support company and organization policies, procedures, goals, objectives, vision and values
• Ability to drive, identify and implement process improvement.
• Foundry experience

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