Principal Regional Operations Specialist

3 weeks ago

Oakland CA, United States PG&E Corporation Full time

Business Operations / Strategy 
Business Unit: Customer & Enterprise Solutions
Customer and Enterprise Solutions is devoted to serving PG&E’s mission of delivering safe, reliable, and affordable customer-focused electric and gas service. PG&E has reorganized from a centrally-organized company to a Regional Service Model in order to establish a stronger local presence within its service territory and create a more accountable, capable, and empowered regional leadership team within each region. The Regional leadership team—headed by a Regional Vice President (RVP)—understands and acts quickly on the needs and priorities of local communities. The Regional Service Model cannot accomplish this vision as a stand-alone initiative. The Lean Operating System will help regional teams collaborate effectively and continually focus on safety and performance improvement.

 
 
The Principal Regional Operations Specialist (External) position supports the Regional Vice President in all external affairs, focusing on leading communications, developing and executing regional engagement initiatives including community and customer-oriented events. The position is also responsible for supporting data analytics and developing data-driven strategies to improve customer satisfaction scores within the region. This position is hybrid, working from your remote office and your assigned work location based on business need. This role is expected to report to the Oakland General Office approximately twice a week on average.
 
It is highly preferred that each Principal Regional Operations Specialist resides within the region they support. Flexible location within the region. Work with the RVP, Regional Service Model Program Management Office team and stakeholders to create an effective customer-focused regional structure and culture.
• Plan for and coordinate process improvement activities to ensure consistency, cohesiveness and sharing of best practices; identify process improvement initiatives that align with organization’s performance goals.
• Serve as the primary support for the RVP in all external engagements, including community events, customer meetings, and media engagements, by developing briefs, talking points, and providing essential insights.
• Spearhead external communications across the Bay Area Region in collaboration with Marketing and Comms team, create engaging video content and manage social media posts for the RVP.
• Champion regional engagement by leading local community events, organizing quarterly volunteer events, and managing the annual charitable budget for the Bay Area Region.
• Develop and oversee the strategy for customer satisfaction metrics / performance for the Bay Area Region, including data analysis, tactical implementation planning, and delivering presentations on these metrics as requested.
• Participate in external-facing customer town halls by coordinating the agenda, drafting content, and talking points, managing subject matter expert participation, and providing comprehensive summary reports and recaps.
• Assume Regional Emergency Center (REC) Customer Strategy Officer (CSO) role when Bay Area Region REC is activated for emergency response, or other emergency response duties as assigned.
  Bachelors Degree or equivalent experience
• CA Class C License, or equivalent

Experience in coordinating and managing external corporate events, including media engagements
• Experience in supporting senior management in external engagements
• Experience in managing social media platforms and content creation
• Experience with customer satisfaction industry metrics, data analytics, and reporting
• Experience in planning and leading strategic initiatives
• Experience applying Lean or similar process improvement methodology
• Experience working in a matrixed environment, coordinating across lines of business at all levels
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