Manager Customer Strategy

2 weeks ago

Newark, United States PSEG Full time

**Requisition**: 78359

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

**Salary Range**: $ 129,000 - $ 211,900

**Incentive**: PIP 20%

**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**:
The Manager - Customer Strategy at PSE&G, will play a pivotal role in steering the company's customer care strategy and transformation initiatives, and will lead the Customer Care Strategy Team/Project Management Office. This role involves comprehensive management of a portfolio of projects, ensuring they align with PSE&G's customer care strategic priorities and deliver exceptional value to PSE&G customers. This role will develop and maintain effective strategic relationships with key internal and external stakeholders. Will prepare and present PMO updates and initiative proposals to senior leadership, as well as direct and lead the creation of materials presented to the entire customer care organization and PSE&G's cross-functional areas. Will manage external engagements with consultants as needed, include ensuring service level agreements and objectives are met on-time and on-budget.

**Responsibilities**:

- Project Portfolio Management, Budget Oversight, Program Reporting, Change Management: Oversee a diverse range of projects within the customer care domain, ensuring they are delivered on time, within scope, and on budget. Manage comprehensive reporting program, which will track and report financial metrics and performance indicators. Maintain rigorous oversight of program and project budgets, ensuring financial efficiency and accountability. Manage portfolio of process improvement and change management tools for the Customer Care organization striving to continuous improvement (project prioritization tools, project management, matching process improvement models to the appropriate efforts to ensure success)
- Team Leadership and Development: Lead and mentor a team of program managers and specialists, fostering a culture of excellence and continuous improvement
- Stakeholder Management + Liaison for the Customer Care organization: Demonstrate exceptional skills in managing relationships with stakeholders at all levels. This includes influencing senior leaders and executives, effectively collaborating with peers, and guiding mid-level managers. Integration/team collaboration lead for the Customer Care organization, for organizations like Renewables + Energy Solutions, Asset Mgmt, etc.
- Special Initiatives/Projects: Lead for annual strategic priorities of the Customer Care organization. Includes identification of, and additional oversight/measurement of initiatives identified by Customer Leadership Team
- Strategic Leadership: Play a key role in shaping the direction of customer care strategies, ensuring they are innovative, efficient, and customer-focused. Ensure appropriate prioritization of efforts led by the Customer Care team, and develop process for incorporating/integrating priorities from areas outside of the Customer Care organization
- 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
- 8 years of relevant experience, preferably in the energy utilities sector
- Strong background in managing large-scale projects and portfolios
- Exceptional stakeholder management and communication skills
- Ability to influence at all organizational levels
- Solid understanding of financial metrics and budget management
- Demonstrated strategic thinking and problem-solving abilities
- Strong leadership and team-building skills
- Excellent organizational and time-management skills
- Experience with continuous improvement, process improvement

Desired
- Master’s degree or rel

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