Division Operations Specialist, Expert in Eureka, CA

This role extensively supports the Local Customer Experience Division Leader and cross-functional Division Leadership Teams (DLTs) which are comprised of approximately 15-25 representative leaders from each PG&E line of business at the local division level, and includes, but is not limited to: Electric, Gas, Customer Care, Government Relations, and External Communications. The teams, led by a Customer Care local Division Senior Manager, meets monthly to coordinate major division maintenance and construction work across the PG&E lines of business, review planned customer outages associated with the work, support public safety and wildfire prevention, address customer impact issues, and ensure operational readiness for key customer work and community events. The team collaborates to come up with solutions to challenges with our customers in mind. These teams are empowered to work across organizational boundaries to create a seamless and positive customer experience for critical division work and to proactively identify and solve problems for our customers. The DLTs accomplish this through a focus on continuous operational improvement and engaging local employees, customers and stakeholders as One PG&E. There are 18 DLTs across PG&E's service territory. Position Summary The Division Operations Specialist role involves coordinating efforts across numerous internal departments and groups, working with customers and partnering with local cities, counties and agencies, as needed, to improve the customer experience, particularly as it relates to major division maintenance and construction work across the PG&E lines of business. The role is responsible for conducting root cause analysis and recommending solutions that will address issues impacting local operations and the customer experience. This role is also responsible for coordinating with Customer Relationship Managers (CRMs) to maintain awareness and assist in the facilitation of major customer projects or issue resolution in the local divisions. This person will drive unique and innovative solutions for complex requirements using a network of internal PG&E and external resources. As a representative of the 'voice' of local Division customers and communities, this position will help drive overall improvements in the customer experience, be focused on continuous improvement and efficiency, and be instrumental in establishing customer and community trust within the Division. The Division Operations Specialist will assist the Division Senior Manager in preparing for and conducting DLT meetings, tracking follow-up issues and action items from each meeting, assisting in resolving open operational issues, and following up with DLT members and others as needed across the division. In addition, the specialist will manage the local incident command system (ICS) Customer Strategy Officer (CSO) role for emergency response activities, assess and facilitate key Critical and Essential Customer response, and will champion employee engagement. The Division Operations Specialist reports directly to the Division Senior Manager. Qualifications Minimum Bachelor's Degree or equivalent experience 8 years of experience in Utility Operations, Customer Service, Public Affairs, and/or Project Management CA Driver's License or ability to obtain by 1st day of hire Ability to travel up to 40% of the time, to include overnight travel Ability to work flexible schedules, extended hours, nights, weekends Desired 3 years of previous customer-facing Customer Service experience Live in, or within near proximity, of local division Master's Degree, Business, Engineering, Construction or other similar degree Project Management or Process Improvement certification Lean six sigma certified yellow or green belt Ability to work independently, a self-starter who takes initiative to solve problems Demonstrated proficiency in achieving results by leading and influencing matrixed teams Strong, proven relationship building capabilities with internal partners and external customers/agencies Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature Ability to manage and resolve escalated customer complaints Effective at negotiating and able to communicate effectively and comfortably at all levels internally and with customers and external parties Demonstrated political savvy Demonstrated diligence in documentation and tracking Strong presentation and time management skills Demonstrated technical ability to effectively utilize OIS/OMT, Salesforce, SAP, Excel, Wiki, PowerPoint and other like tools at high level Ability to make operational decisions to align resources on complex initiatives and projects. Responsibilities Cross-Functional Coordination and Operational Expertise Perform root cause analysis with operations leaders aimed at resolving open operational issues, and following up with DLT members and others as needed across the division Lead cross-functional process improvement and cost avoidance efforts Coordinate DLT team meetings on a regular basis and support initiatives to drive improvements in key local division performance metrics Develop knowledge on planned PG&E work and initiatives impacting customers and communities at the division level. Understand impact and lead appropriate customer and community outreach and customer impact mitigation strategies. Manage local incident command system (ICS) Customer Strategy Officer (CSO) role for ensuring 24x7 emergency response Work closely with Local Customer Experience Planning & Operations to ensure implementation of customer and community outreach meets standards designed. Support Division Leader in budget management, work prioritization and metric review accordingly Assist the Division Senior Manager in preparing for and conducting DLT meetings, tracking follow-up issues and action items from each meeting Build subject matter expertise on emerging customer and community needs at the division level Demonstrate strong working knowledge of PG&E operations, processes, policies and functional departments to support internal collaboration and issue resolution Support and coach the local Customer Relationship Manager (CRM) on resolving customer issues, partnering with other DLT leaders, and work prioritization Provide support for high-level officer and customer visits and events Take personal responsibility for actions and results. Act on unsafe conditions and ensure others are acting safely Provide leadership to ensure that employees work safely and that safety is the top consideration for co-workers and customers Customer & Community Engagement Anticipate customer needs and assess real-time feedback from internal partners, customers and community members; Leverage business practices and procedures to proactively monitor the pulse of the customer experience; Drive solutions that deliver a superior customer experience Coordinate outreach activities of local outreach specialists and local partners to ensure a OnePG&E presence within a division Plan and implement customer education and outreach associated with PG&E gas and electric projects and activities with significant impact on the community and/or specific customers not handled by dedicated gas and electric outreach specialists Coordinate internal teams to support PG&E customer education, targeted communications, internal training, and business processes for a positive customer experience
Salary Range: NA
Minimum Qualification
8 - 10 years

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