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Supervisor, Customer Onboarding

I'm Interested Date posted 01/09/2021

Requisition ID # 77322 

Job Category : Customer Support / Operations 

Job Level : Supervisor

Business Unit: Customer Care

Job Location : San Francisco

Department Overview

The Customer Energy Solutions (CES) organization provides integrated energy solutions designed to help customers save energy and money. CES delivers targeted energy management and rates products that address the specific needs of customers of varied sizes (large commercial and industrial enterprises, to residential customers) in diverse market segments (e.g. high tech, biotech, health care, hospitality, agriculture) across all energy technologies.

Within CES, the Clean Energy Transportation (CET) group is focused on accelerating the adoption of clean vehicles in California. We serve PG&E’s customers by deploying electric vehicle charging stations under several infrastructure programs. Since 2017, we have served 170+ customers with 4,100+ EV charging stations, provided EV rebates to 151,000 customers, and enrolled 67,000 customers in our EV rates.

Our team helps California meet its clean transportation goals and works to address one of the largest contributors to climate change. We do this by focusing on safety and quality, investing in our team’s success, solving problems and striving to be better, working as an integrated team, and building trusted relationships. Our values are: we collaborate and we are intellectually curious. We are looking to collaborate with passionate, thoughtful people who want to make a real impact. Come join our team and help drive the transition to clean energy transportation.

Position Summary

CET’s Customer Acquisition & Experience team designs and implements customer acquisition and execution of CET’s programs, ensuring that these programs serve PG&E’s customers safely, reliably, and affordably while enabling the achievement of ambitious clean energy transportation adoption goals.

The successful candidate will lead a team responsible for customer onboarding and solution design for Electric Vehicle (EV) infrastructure programs. This team is critical for educating customers on PG&E’s existing EV infrastructure programs and guiding them through the application process in order to achieve PG&E’s EV deployment targets. The successful candidate will lead internal and external coordination efforts with PG&E’s Business Energy Solutions team, Marketing, Public Affairs, Project Delivery, Project Management Office, and IT teams, in addition to coordinating externally with key stakeholders and customers. The successful candidate will be a relentless advocate for customers, ensures that PG&E delivers on its customer commitments and understands customer satisfaction tradeoffs when it cannot.

Job Responsibilities

  • Team Leadership:
    • Drive organization vision and guidance within the team to create an exciting and productive environment which employees want to join and contribute to
    • Provide support and guidance to ensure the team is well-equipped to engage in productive conversations with customers and deliver against quarterly targets
    • Drive timely and accurate data entry and documentation of project information in a Salesforce CRM
    • Foster a collaborative and speak up culture that drives transparency
    • Monitor resources to meet safety, compliance, labor, and budget goals

  • Customer Acquisition and Experience:
    • Aid in the development of and implement PG&E’s acquisition strategy for customer participation in EV infrastructure programs
    • Develop and maintain appropriate training and resource materials to ensure consistency of work implementation
    • Resolve day-to-day operational issues related to the programs, customer satisfaction, and internal coordination
    • Coordinate closely with Marketing to ensure an aligned and effective customer acquisition strategy
    • Develop an in-depth understanding of the end-to-end customer journey and lead continuous improvement efforts to ensure high customer satisfaction throughout
    • Articulate customer satisfaction tradeoffs and aid in decision-making around program design.

  • Process Management:
    • Drive key process performance metrics such as cycle time, attrition, and cost optimization
    • Act as the business owner for IT projects that support the ongoing day-to-day effectiveness of the team
    • Perform process analysis and implement continuous improvement efforts for customer eligibility processes

  • Communications:
    • Facilitate collaboration between the team and other internal EV teams in the interest of expediting projects
    • Drive efforts to establish clear customer communications
    • Drive implementation of key customer communications and talking points to manage proactive and reactive messaging
    • Ensure end-to-end customer feedback is managed and implemented into process

Knowledge, Skills and Abilities

  • Team first attitude
  • Proven ability to implement programs and drive continuous improvement
  • Proven ability to guide analysis and direct team with data driven decisions
  • Ability to develop working relationships with customers and business partners ensuring that work plans and operations are coordinated, aligned, and support goals and objectives
  • Proven ability to drive outcomes in high performing teams
  • Knowledge of regulations and regulatory agencies that impact electric vehicles
  • Ability to represent the company with customers or industry representatives, as needed
  • Ability to work constructively, collaborate, drive progress and resolve challenges across a large and complex organization and among internal/external stakeholders
  • Ability to work in a sometimes-ambiguous environment
  • Ability to make intense and demanding work fun

Qualifications

Minimum:

  • Bachelors Degree in Business Administration or job-related discipline or equivalent experience
  • Job-related experience, 5 years
  • CA Class C License, or equivalent

Desired:

  • Advanced degree in engineering, policy, environment, business, or similar
  • Prior supervisory/managerial experience
  • Utility and/or clean energy industry experience
  • Experience in a regulated environment
  • Experience managing and improving processes
  • Strong strategic and analytical capabilities
  • Skill in working with customers to aid understanding of clean transportation options and providing tools and solutions to drive adoption of clean fuel vehicles
  • Ability to leverage strong strategic and analytical capabilities to influence internal and external leaders
  • Experience thriving in highly autonomous roles while delivering high-impact results
  • Strong communication skills and experience engaging effectively with regulators, customers, and industry stakeholders
  • Experience building a cohesive, motivated and talented team that delivers results which advance the EV/clean transportation mission – drive employee engagement, performance, and foster the career development of team members
  • Experience employing first-principles thinking to design and execute on strategy

I'm Interested