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Sr. Director, Local Customer Experience

I'm Interested Date posted 11/11/2020

Requisition ID # 71066 

Job Category : Customer Support / Operations 

Job Level : Senior Director

Business Unit: Customer Care

Job Location : San Francisco

Department Overview

Customer Care is devoted to serving PG&E’s mission of delivering safe, reliable, and affordable customer-focused electric and gas service. As PG&E’s customer-facing organization, we support Electric Operations, Gas Operations, and Energy Supply. We aim to define and drive the enterprise-wide customer strategy while encouraging a culture of safety, affordability, and employee engagement.

Position Summary

The Senior Director, Local Customer Experience enables the achievement of the Local Customer Experience organization’s mission: to enable and support a purposeful “One PG&E” customer experience that aligns cross-functional priorities, drives focused collaboration and improves local customer and community outcomes. The Local Customer Experience organization accomplishes this through the successful implementation of strategies that will drive: 1) tightly coordinated gas and electric operations for enhanced customer experiences locally with PG&E, 2) proactive, targeted and transparent multi-channel customer and community education and engagement, 3) resolution, mitigation, and reduction of escalated customer service failures, and 4) active support for local community resiliency and economic vitality.

Job Responsibilities

  • Responsible for the development and execution of natural gas and electric field-based strategies that support a positive “One PG&E” customer presence at the local and PG&E system level.
  • Provides strategic oversight over development and implementation of dual-commodity customer outreach programs, both centralized and field-based, including core gas and electric programs, as well as emerging focus areas such as wildfire mitigation, customer/community resiliency, community education, and competitive issues.
  • Develops and implements local strategic plans, as well as engages cross-functional collaboration across a geographically diverse organization.
  • Leads (via direct report team) Customer Care PSPS PMO and CWSP customer program development and improvements
  • Develops effective cross-functional leadership teams across the PG&E territory that facilitate collaborative engagement with critical members of enterprise LOBs to plan, track and monitor division performance, resolve local operational challenges, identify opportunities for tighter collaboration, prepare for/recover from key activities going on in a local area, drive community event participation and support, and support local employee volunteerism.
  • Leads the team to drive a culture of continuous improvement and risk mitigation (customer experience, safety, and compliance) with successful internal process management/adjustment.
  • Communicates to and engages executive leadership in local successes, opportunities for tighter alignment across the business, and key areas of division team customer experience focus.
  • Develops and maintains key cross-functional relationships to address prioritized and escalated issues that are beyond the scope of the region/division team directors and/or planning and operations director.
  • Ensures information and best practices for operational excellence and community engagement are shared across divisions and partnering teams.
  • Plans and mobilizes highly focused teams to address time-sensitive needs associated with crisis recovery or high impact programs with designated operational timeframes.
  • Develops and implements action plans to resolve escalating customer or community inquiries and concerns associated with third-party energy service providers or PG&E’s involvement in community vitality matters are addressed in a timely and thorough manner.
  • Leading the Economic Development services for the company, creating and executing overall community economic vitality through offered programs and services.
  • Develops and implements Customer emergency response efforts at both the enterprise and local levels in support of level 1-5 all-hazard events, including PSPS activations and wildfire response.
  • Provides leadership and guidance as to the primary Customer Strategy Officer in the Emergency Operations Center (EOC) within the Incident Command Structure (ICS).
  • Safeguards all regulatory and non-regulatory compliance obligations and mitigate potential business and regulatory risks.

Leadership Qualities

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

Strategic Mindset

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

A Leader in the Community and Industry

  • Effectively building formal and informal relationship networks inside and outside the organization.
  • Anticipating and balancing the needs of multiple stakeholders.

Demonstrates Safety Leadership

  • A safety champion in words and deeds with respect to both employee and public safety.
  • Maintaining an environment of open dialog and 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 strong-identity teams 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 Diversity and Creates Inclusion

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

       Fiscally Responsible

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

Background Qualifications


  • BS or BA degree in a business discipline, sciences, engineering, business, related discipline; or equivalent experience
  • Ten years of relevant experience.
  • Ability to travel up to 40% of the time, primarily throughout PG&E service territory with some overnight travel.


  • MBA or MS in a business discipline, sciences, engineering, related discipline, or equivalent experience
  • Track record of managing/leading high performing geographically dispersed teams that drive operational excellence with an exemplary focus on the customer experience Lean Six Sigma Yellow/Green/Black Belt certification
  • Experience managing budgets across a multitude of funding streams, expenses, and variances
  • Strong negotiation skills
  • A collaborative influencer who can drive solutions by aligning the right people/teams
  • Ability to interact with Executives, and the ability to influence decisions at the C-suite level
  • Knowledge and ability to make operational decisions to build and/or align resources on work that will move the business forward
  • Ability to conveys messages simply, concisely, and at the right pace and tone for the audience
  • Adept at establishing partnerships and alliances to extend reach and market opportunities
  • National Incident Management System (NIMS) ICS 300 and ICS 400 certified
I'm Interested