Program Manager Customer Strategy

4 weeks ago

Newark, United States PSEG Full time

**Requisition**: 78482

**PSEG Company**: Public Service Electric & Gas Co.

**Salary Range**: $ 114,500 - $ 188,100

**Incentive**: PIP 15%

**Work Location Category**: Hybrid

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.

PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

**Job Summary**:
As a Program Manager at PSE&G, you will play a pivotal role in monitoring and delivering the company's customer care strategy and transformation initiatives. This role involves tracking and reporting of a portfolio of projects, ensuring they align with Customer Care’s strategic priorities, ensuring that they deliver exceptional value to our customers and meet Customer Care’s business outcomes of enabling a clean energy future, empower ownership, promoting equitable service and designing for ease. Identify opportunities for improving and standardizing business processes in all key functional areas to promote efficiency and work with process owners to implement those opportunities. Manage the resolution of deficiencies in business processes to develop best practices and deployment of these practices. Interact with counterparts at other electric and gas utilities regarding implementation customer strategy and operational business plans.

**Responsibilities**:

- Manage components of the Customer Care Strategy Project Management Office, with lead on initiatives across Customer Care organization
- Coordinate and lead sessions across work areas within Customer and in partner organizations to ensure alignment and tie back to Customer Care strategy. Work closely with various departments to ensure project alignment with overall company objectives and seamless integration of new initiatives into existing systems and processes
- Deliver presentations and proposals to executive management, continuously driving PSE&G toward customer centricity. Share and drive customer care strategies, ensure they are innovative, efficient and customer focused
- Provide leadership, direction and expertise on industry best practices in program implementation and customer outreach. Lead multi-disciplinary teams to address business issues
- External Engagements: Participates in speaking and industry engagements including conferences, communities of interest, professional associates, etc. Manage contracts with consulting vendors

**Job Specific Qualifications**:
Required
- Bachelor’s degree in Business, Strategy, Economics, Engineering, or a related field; with a minimum of 7 years of related experience
- Leadership, Strategy, Project Management, Program Management, Customer Experience
- Demonstrated ability to interface with multiple internal PSEG departments and processes
- Demonstrated ability to network and maintain partnerships with key contractors, industry professionals, regulators, etc.
- Demonstrated proficiency with Microsoft Office (PowerPoint, Excel & MS Word)
- Excellent written and verbal skill set
- Demonstrated leadership skills - must foster an inclusive work environment and respect all aspects of diversity
- Exceptional stakeholder management and communication skills
- Ability to influence at all organizational levels
- Solid understanding of financial metrics and budget management

Desired
- Familiarity with customer care strategies in the utilities sector
- Project management skills/certifications
- Masters Degree

**Minimum Years of Experience**:
**Education**:
**Certifications**:
**Disclaimer**:
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is

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