Supervisor, Customer Programs Energy Incentives

Requisition ID # 167428 

Job Category: Business Operations / Strategy 

Job Level: Supervisor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Supervisor, Customer Programs Energy Incentives

Department Overview

The Customer Experience organization is dedicated to delivering a seamless and personalized experience for every PG&E customer. Our work begins with a deep understanding of customer needs and is driven by data-informed insights that shape every interaction and offering.

Within this organization, the Customer Programs team is responsible for the design, implementation, and administration of demand-side management initiatives. These include energy efficiency programs, rate options, and customer-facing tools that empower residential and business customers across Northern and Central California to better manage their energy usage. Since 1976, PG&E has been recognized as a national leader in energy efficiency, and we continue to build on this legacy by recruiting and developing top talent committed to innovation and customer impact.

The Application Management function operates within the Income Qualified Program Operations team. This group plays a critical role in supporting customer programs by processing applications across a diverse portfolio, including Energy Efficiency offerings and the Self-Generation Incentive Program (SGIP). Through accurate and timely application processing, the team ensures customers can access the benefits of PG&E’s programs efficiently and equitably

Position Summary

The Supervisor is responsible for leading a team that processes energy management applications across PG&E’s service territory. This role oversees both employees and contractors to ensure efficient, accurate application processing and a consistently positive customer experience through both direct and indirect interactions.

Key responsibilities include monitoring and reporting on daily, weekly, and monthly performance metrics, ensuring accountability to established targets, and driving continuous improvement. The Supervisor ensures the reliability and effectiveness of operational systems that support program delivery.

This position requires strong cross-functional collaboration with internal stakeholders and external partners to execute customer programs, develop service level agreements (SLAs), and manage vendor contracts. The ideal candidate brings a customer-centric mindset, operational rigor, and a commitment to delivering high-quality outcomes.

Job Responsibilities

Ensure Safety and Compliance
Oversees the team’s adherence to all safety protocols and regulatory requirements. Ensures employees are equipped with the appropriate tools, training, and resources to perform their work safely and in compliance with company guidance.

Operational Oversight of Customer Programs
Supports daily operations of customer-facing energy programs, including implementing system enhancements and updates, while ensuring seamless continuity and alignment with program goals.

Process Governance and Quality Assurance
Develops, maintains, and enforces standard operating procedures and quality control checkpoints. Ensures that business processes are well-documented, repeatable, and continuously improved to meet performance and compliance standards.

Performance Monitoring and Reporting
Tracks and analyzes real-time operational metrics to assess team performance and customer experience. Uses data-driven insights to identify trends, address issues proactively, and drive continuous improvement.

Resource and Workload Management
Plans and allocates team resources effectively to optimize productivity and service quality. Adjusts priorities dynamically based on operational needs and customer impact, ensuring alignment with strategic goals.

Stakeholder Engagement and Collaboration
Builds and maintains strong relationships with internal and external stakeholders. Proactively engages with business partners to understand evolving needs and collaborates cross-functionally to deliver on shared objectives.

Vendor Oversight
Manages day-to-day vendor activities, ensuring performance aligns with contractual obligations and service level agreements. Addresses issues promptly and escalates as needed to maintain service quality.

Regulatory Compliance Leadership
Leads compliance efforts related to regulatory bodies such as the CPUC, CAISO, FERC, SOX, and internal audit. Ensures all operational activities are conducted in accordance with applicable laws, regulations, and internal policies.

Leadership
Supervises staff to accomplish results through recruitment and selection, training and development, performance management, and rewards and recognition.  Coaches employees to grow and develop their careers.

Team Development and Support
Ensures team members have the training, tools, and support necessary to succeed. Promotes professional growth by assigning development-focused work, recommending relevant training, and supporting participation in industry conferences and learning opportunities.

The position is hybrid and will work partially from your home office, with on-site days at the Oakland General Office as business needs require. The successful candidate can live anywhere within the PG&E service territory.

PG&E is providing the salary range that can reasonably be expected for this position at the time of the job posting. This salary 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, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The decision will be made on a case-by-case basis related to these factors. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.   

Pay Range display:

Bay Area – $114,000 to $162,800 annually

Qualifications

Minimum
• Bachelor’s degree

• Seven years of relevant experience

• Lean management experience

• Proficiency in Microsoft Office (particularly advanced excel and power point)

Desired
• Advanced degree in a related field
•Prior supervisory experience  

• Previous experience or familiarity working in a regulated company or environment
• Experience with lean operating methods and establishing effective processes
• Experience developing and implementing processes that drive data visibility

• Leadership skills in driving work progress and improving work processes.

• Lean certifications with a continuous improvement mindset and process improvement experience

• Strong verbal and written communication skills.