Sr. Customer Care Regulatory Policy Analyst

Requisition ID# 165205

Job Category: Government and Regulatory Relations

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview:

In Customer Enterprise & Solutions (C&ES), 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. PG&E's Customer Programs team is responsible for designing, implementing and administering customer demand side management programs, including energy efficiency, rate programs and customer tools that help PG&E customers in Northern and Central California manage the energy use of their homes and businesses. PG&E has been a national leader in energy efficiency since 1976 and continues to recruit and develop individuals to carry the company's legacy of effective energy efficiency, rates programs and customer tools on into the future.

The Income Qualified Programs and Disadvantaged Communities (IQP) department within Customer Experience manages a suite of programs intended to benefit income-qualified households and disadvantaged communities (DACs) across PG&E's service territory.

Position Summary:

Keeping customer at the heart of our decisions, you will serve as the integration lead across functional areas for programs intended to provide bill assistance to income-qualified customers. The primary programs include the California Alternate Rates for Energy (CARE) and Family Electric Rate Assistance (FERA) bill discount programs for qualifying households, and the Relief for Energy Assistance through Community Help (REACH) program, offering bill credits for customers with past due account balances. This position will oversee the implementation and management of these vital income-qualified programs. This role is responsible for ensuring the programs meet their objectives, comply with regulatory requirements, and effectively serve eligible customers. The Senior Program Manager will collaborate with various departments, stakeholders, and external partners to enhance program outreach, enrollment, and customer satisfaction.

Job Responsibilities:

• Lead the development, execution, and evaluation of the REACH and CARE/FERA programs. Ensure programs are aligned with organizational goals, regulatory requirements, and create a positive experience for participants
• Serve as the subject matter expert for the program and policy rules and overall functioning of the CARE, FERA, and REACH programs.
• Develop and execute strategic plans to increase program enrollment, improve customer engagement, and optimize program operations.
• Work closely with internal teams, including marketing, customer service, operations, and IT, as well as external partners including other investor-owned utilities and third-party program administrators to coordinate program activities and initiatives.
• Oversee program budgets, monitor expenditures, and ensure financial resources are allocated effectively to meet program goals.
• Ensure programs comply with all relevant regulations and reporting requirements. Prepare and submit necessary documentation to regulatory bodies.
• Work with marketing and outreach on strategies to promote program awareness and enrollment. Utilize data-driven approaches to target eligible customers.
• Track program performance metrics, analyze data, and generate reports to assess program effectiveness and identify areas for improvement.
• Summarize program outcomes and develop recommendations for modifications to present for management approval.
• Foster a collaborative and inclusive work environment that encourages innovation and excellence.
• Sign up to serve in the Operations Emergency Center (OEC) during activations.

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

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.

A reasonable salary range is:

Bay Area Minimum: $98,000

Bay Area Maximum: $146,000

Qualifications:

Minimum:

• Six (6) years of relevant experience in program management, project management, or similar
• Bachelor's degree or equivalent work experience
• Intermediate to advanced knowledge of Excel, Word, PowerPoint, and other tools

Desired:

• Prior experience with CA low-income programs and/or utility administered programs
• Significant experience in regulatory compliance for utility programs Competencies:
• Effective and strategic communication, both written and verbal
• Proven ability to learn the rules, policy framework, and operations of complex programs
• Demonstrated excellence at leading multiple cross-functional teams and projects simultaneously and achieving results
• Strong, proven relationship building capabilities with internal and external partners
• A commitment to proactive, high quality customer service while resolving issues, including escalations
• Excellent time management and prioritization skills
• Ability to make operational decisions to build and/or align resources on complex initiatives and projects.
• Demonstrated diligence in documentation and tracking
• Ability to establish and drive accountability through effective metrics
• Dedication to continuous process improvements
• Strong critical thinking skills with a demonstrated record of making strategic and operational decisions with positive outcomes.
• Ability to demonstrate knowledge and experience in Lean principles and practices