Job Description

Requisition ID # 174520

Job Category: Business Operations / Strategy

Job Level: Director/Chief

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Stockton

Department Overview

In Customer Channels and Services (CC&S), we are focused on providing the end-to-end meter to cash experience for our customers by delivering for our hometowns, serving our planet, and leading with love. The CC&S organization is responsible for revenue processing, full service contact center operations (including inbound and outbound call handling, IVR, email, AI), collections, call routing, digital strategy as well as providing support during emergency operations.

Position Summary

The successful candidate will be responsible for reimagining the new business strategy for credit policy, regulatory, and credit operations for Energy and Non-Energy accounts receivables. This position will transform the credit-experience by fostering a culture of problem solving by leveraging the LEAN problem-solving techniques and innovation. The position will determine the appropriate goals and metrics to ensure the team’s efforts are aligned with the broader Customer Experience objectives.

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.

Reporting

This Director will report directly to the Vice President, Customer Channels & Services; and, will lead a team of ~85 full time employees which comprise of 50-55 IBEW represented Customer Service Representatives to 25-30 non-represented employees.

Job Responsibilities

• Incorporates lean methodology along with breakthrough thinking to develop new strategies that work with the ever-changing regulatory environment.
• Presents data to the commission and intervenors while leading the IOU’s in shaping policies and outcomes.
• Develops and implements a strategic roadmap to modernize and automate the credit and collections area that incorporates AI technology.
• Leads a cross-functional command center focused on strategically maximizing resources and deliverables across multiple functional areas.
• Optimizes new and existing processes to maximize customer value.
• Provides supervision, coaching and mentoring of direct reports; assigns, prioritizes, and reviews project work.
• Leads staff to accomplish results through effective recruitment and selection, training and development, performance management, and rewards and recognition.
• Understands interdependencies between risks and identify mutually beneficial mitigation strategies.
• Creates and sustains a culture of care and belonging where employees feel known, valued, and supported by their leaders, enabling them to contribute their best work and achieve strong business and customer outcomes.
• Prepares communications and presentations for the CC&S Vice President.

Leadership Qualities

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

Strategic Mindset

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

A Leader in the Community and Industry

• Effectively builds formal and informal relationship networks inside and outside the organization.
• Anticipates and balances the needs of multiple stakeholders.

Demonstrates Safety Leadership

• A safety champion in words and deeds with respect to both employee and public safety.
• Creating and maintaining a speak up culture 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 teams with a strong identity 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 Inclusion and Respects Individual Differences

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

Fiscally Responsible

• Interpreting and applying 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 safety, compliance, and ethics.
• Building on 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 hometown, customer-centric solutions.

Background Qualifications

Minimum

• 10 years of relevant work experience with steady progression of responsibilities
• 4 years of supervisory/managerial experience
• Utility, energy or regulatory industry experience

Desired

• Knowledge of the utility or energy industry drivers, issues and trends
• Competency in strategic business planning theories, concepts, practices, methods and techniques
• Creative and strategic data analysis, benchmarking, monitoring and business/financial analysis skills including knowledge of varied analytical methods
• Analytical problem solving and decision-making skills to develop comprehensive solutions
• Knowledge of human performance analysis and improvement
• Demonstrated ability to influence across a diverse set of stakeholders
• Creative and innovative solution-based thinking to implement new programs/processes or organizational improvements
• Knowledge of change management and process improvement principles, concepts and practices

Compensation

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.

We estimate the successful candidate hired into this role will be placed within the reasonable compensation range of $199K to $269K. The decision will be made on a case-by-case basis. This leadership role is also eligible for an annual Short Term Incentive Plan (STIP) award, as well as the Long Term Incentive Plan (LTIP) grant.