Job Description

Requisition ID # 175005

Job Category: Customer Support / Operations

Job Level: Manager/Principal

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Oakland

Department Overview

PG&E's Business Energy Solutions (BES) organization manages relationships with large, medium, and small business customers. BES delivers PG&E programs and services, supports energy savings and growth objectives, and resolves complex gas and electric service issues on behalf of customers. BES serves as an internal customer advocate and drives continuous improvement to deliver exceptional customer experiences. The organization is committed to building a world-class business customer service and strategic engagement organization that creates shared value.

Position Summary

The Manager of High Tech & Real Estate (HTRE) Sector leads customer relationship strategy and execution for the High Tech, Biotechnology, Real Estate, and Electric Vehicle sectors. The role manages and develops a team with assigned relationships across some of PG&E's largest, fastest-growing, and most complex business customers and related industry groups. The manager is accountable for a customer portfolio representing approximately $1.97 billion in annual revenue and for delivering coordinated, strategic customer engagement across PG&E.

The manager translates company and BES priorities into sector strategies, balances team workload based on customer complexity and business impact, establishes clear standards and quality expectations, and ensures effective handoffs and escalation paths with partner organizations. The role also serves as a senior point of contact for customer leaders and internal executives on critical service, reliability, capacity, affordability, electrification, interconnection, and growth needs.

This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements. The assigned work location will be within the PG&E Service Territory and will be agreed upon by the successful candidate and hiring leader.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Bay Area Min: $140,000

Bay Area Mid: $189,000

Bay Area Max: $238,000

Job Responsibilities

Strategy and Customer Leadership

• Translates company and BES strategy and goals into sector actions and initiatives that reflect the distinct needs of the HTRE customers.
• Leads development and execution of customer relationship, account management, escalation and sector engagement strategies.
• Coordinates directly with senior business leaders, industry stakeholders, and strategic customers within the assigned sectors attending business events outside of standard working hours.
• Builds strategies and coordinated solutions that address customer reliability, resilience, affordability, decarbonization, electrification, and interconnection.
• Plays a leadership role with business customers, industry groups, economic development organizations, and other external stakeholders.

Cross-Functional Delivery

• Partners with internal stakeholders at all levels to deliver coordinated relationship management and customer experiences across the assigned sectors.
• Drives customer-centered decisions and resolution of complex service issues through partnership with cross-functional organizations, including Customer Delivery, Operations, Billing, Credit, Rates, and Commercial Growth Organization teams.
• Establishes clear role expectations, handoffs, service standards, status visibility, and escalation paths across the wider customer support ecosystem.
• Identifies, addresses, and elevates customer or operational issues requiring senior review and action.
• Coordinates resources across functions when necessary to deliver critical customer work and strategic projects.

Performance and Operational Excellence

• Monitors customer satisfaction, ease of doing business, service, engagement, sales, and operational performance; takes action to improve results against goals.
• Balances team workload based on customer complexity, effort, risk, strategic importance, and revenue contribution, rather than account count alone.
• Drives adoption of standard work, quality expectations, tools, data, and continuous improvement practices that strengthen consistent execution.
• Produces high-quality written materials and builds strong customer rapport through clear communication, professional presence, and effective relationship-building.
• Manages expenses, staffing, and resources so work is completed consistent with customer expectations and safety considerations.
• Manages activities to support compliance with state and federal regulations and company requirements.

People Leadership and Safety

• Leads, engages, coaches, develops, mentors, recognizes, and rewards employees to drive strong performance and results.
• Recruits and selects employees, communicates clear expectations, and develops succession and workforce plans.
• Champions our Lean playbook, training, tools, employee engagement, and development resources that build future-ready sector and account management capabilities.
• Continuously drives safety performance and reinforces compliance with company procedures and safe work practices.
• Fulfills an assigned emergency response role as required.

Qualifications

Minimum

• Bachelor's degree in Business Administration or a job-related discipline, or equivalent experience.
• 8 years of job-related experience.
• Valid California Class C driver’s license, or equivalent.

Desired

• Master's degree in Business Administration or a job-related discipline, or equivalent experience.
• Leadership experience managing professional employees and complex customer portfolios.
• Experience supporting large business customers in High Tech, Biotechnology, Real Estate, Electric Vehicle, Autonomous Vehicle, data center, or related growth sectors.
• Experience leading cross-functional resolution of complex utility service, infrastructure, capacity, reliability, billing, rates, interconnection, and customer experience issues.
• Demonstrated ability to communicate with senior customer and company leaders and translate customer needs into coordinated action.
• Record of project management training completion.
• Record of professional auditor training completion.