Senior Regional Operations Lead

2 weeks ago

Oakland, California, United States PG&E Corporation Full time

Requisition ID #

Job Category: Business Operations / Strategy

Job Level: Manager/Principal

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Customer and Enterprise Solutions team is dedicated to fulfilling PG&E's commitment to providing safe, reliable, and affordable energy services tailored to customer needs. In an effort to enhance local engagement, PG&E has transitioned to a Regional Service Model, establishing a more responsive and empowered leadership structure within each service area. This initiative aims to strengthen local presence and accountability, ensuring that the regional leadership team, led by a Regional Vice President (RVP), can swiftly address community needs and priorities.

To support this vision, PG&E is also implementing a new operational framework known as the Lean Operating System, which will facilitate effective collaboration among regional teams while maintaining a focus on safety and continuous performance enhancement.

Position Summary

The Senior Regional Operations Lead (External) plays a pivotal role in assisting the Regional Vice President with all external relations, emphasizing the orchestration of communications and the development and execution of regional engagement strategies, including community and customer-centric events. This role is also tasked with supporting data analysis and crafting data-informed strategies aimed at enhancing customer satisfaction metrics within the region. Additionally, the position may involve support for public safety initiatives and emergency response functions as needed.

This position operates in a hybrid model, allowing for work from a remote office as well as the designated work location based on operational requirements. The role is expected to have a presence at the Oakland General Office approximately twice weekly on average.

It is strongly preferred that each Senior Regional Operations Lead resides within the region they serve. Flexible location within the region is available. The Bay Area Region encompasses San Francisco, San Mateo, Alameda, and Contra Costa Counties.

PG&E is providing a salary range that reflects the company's good faith estimate for this position at the time of posting. This compensation range is specific to the job's locality. The actual salary offered will depend on various factors, including specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity considerations.

A reasonable salary range is:

Bay Area Minimum: $132,000
Bay Area Maximum: $226,000

Job Responsibilities


• Collaborate with the RVP, Regional Service Model Program Management Office team, and stakeholders to establish an effective, customer-centric regional structure and culture.

• Lead and coordinate multiple complex, cross-functional initiatives and events across regions.

• Strategize and coordinate process improvement activities to ensure consistency, cohesiveness, and the sharing of best practices; identify initiatives that align with organizational performance objectives.


• Serve as the primary liaison for the RVP in all external engagements, including community events, customer meetings, and media interactions, by preparing briefs, talking points, and providing critical insights.


• Oversee external communications across the Bay Area Region in partnership with the Marketing and Communications team, create engaging video content, and manage social media posts for the RVP.


• Promote regional engagement by spearheading local community events, organizing quarterly volunteer activities, and managing the annual charitable budget for the Bay Area Region.


• Develop and manage strategies for customer satisfaction metrics and performance for the Bay Area Region, including data analysis, tactical implementation planning, and delivering presentations on these metrics as required.


• Facilitate external-facing customer town halls by coordinating agendas, drafting content and talking points, managing subject matter expert participation, and providing comprehensive summary reports and recaps.


• Assume the role of Regional Emergency Center (REC) Customer Strategy Officer (CSO) when the Bay Area Region REC is activated for emergency response, or undertake other emergency response duties as assigned.

Qualifications

Minimum:

• Bachelor's Degree or equivalent experience

• At least 8 years of job-related experience

• Valid CA Class C License, or equivalent

Desired:

• Proven experience in coordinating and managing external corporate events, including media engagements

• Experience supporting senior management in external interactions

• Proficiency in managing social media platforms and content creation


• Familiarity with customer satisfaction industry metrics, data analytics, and reporting

• Background in the utility industry, encompassing multiple functional areas

• Experience in planning and leading strategic initiatives

• Knowledge of Lean or similar process improvement methodologies

• Experience working in a matrixed environment, coordinating across various business lines at all levels

• Reside in and have experience working in the desired region

• Highly organized and detail-oriented

• Strong collaboration and communication skills

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