Product Manager, Principal

Requisition ID # 143120 

Job Category: Customer Support / Operations 

Job Level: Manager/Principal

Business Unit: Customer & Comms

Work Type: Hybrid

Job Location: Oakland

Department Overview

In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.

Position Summary

Aligns customer need, market potential, technology readiness, and regulatory policy to develop and execute business plans that deliver positive impacts to customer satisfaction from PG&E customers. Acts as thought leader, collaboration and cross functional facilitation with various key stakeholders, including Marketing, to develop and implement product and solutions to improve customer satisfaction.  Communication and report out to senior leadership team. 

Provides insight and strategy into customer need and customer satisfaction drivers; testing concepts, defining features and benefits of products, building the solution, articulating a distinct value proposition, managing a continuous improvement cycle to improve satisfaction from customers due to offerings in the product portfolio.

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:​

California Minimum:       $​129,000

California Maximum:      $220,000

This position is hybrid, working from your remote office and based on business needs.

Job Responsibilities

• Articulate product goals and mission to key stakeholder teams to assure implementation of a product that meets customer’s needs.
• Develop business cases to identify principal technical levers that drive adoption decisions.
• Ensure product attribution by developing strategies to evolve products and other strategies for improving customer experience and satisfaction.
• Identify and evaluate existing and emerging products and potential impacts to customer experience and satisfaction.
• Identify product improvement needs based on customer research, marketing and sales feedback, measurement and evaluation reports, and internal ideation and gap analysis.
• Manage all key company stakeholders and oversee development milestones with transparency
• Manage existing behavior change products, development of new products, and sunset of products at the end of their lifecycle.
• Review all product deliverables to assure the offering is complete, meets specific needs, and includes optimal materials both in the box and on-line to assure customer satisfaction.
• Support marketing and sales as the subject matter expert, providing content and technology information to our delivery channels.
• Develop strategies and implement solutions to improve customers’ pricing satisfaction (CSAT)

Qualifications

Minimum:

• Bachelor of Arts or Bachelor of Science in Business, Economics, Marketing, Psychology, or related.
• 10 plus years of related experience or equivalent

Desired:

• Masters Degree or equivalent experience
• Prior experience in developing strategies, improving and measuring customer satisfaction
• Experience in data analysis, research and CSAT modeling