Business Operations Specialist

2 days ago

Oakland, United States Pacific Gas and Electric Company Full time

Position Summary

The Business Operations Specialist, Career reports to the Director, Customer Outage Journey PMO. The position collaborates closely with cross-functional employees in Electric Operations, IT, Customer Experience, Marketing & Communications, and Regional Service Model teams to improve the outage communication experience with customers by working as One PG&E to transform our internal processes and leverage modern technology. The successful candidate will assist the team in developing innovative solutions for complex requirements using a network of internal resources. As a representative of the ‘voice’ of our customers, the Business Operations Specialist, Career will help drive overall improvements in the customer experience, be focused on Lean best practices and continuous improvement with the team goal of achieving CTS targets.

This position is hybrid, working from a remote office and assigned work location based on business need.

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. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

A reasonable salary range is:

Bay Area Minimum: $78,000.00
Bay Area Maximum: $116,000.00

OR

California Minimum: $74,000.00
California Maximum: $110,000.00

Job Responsibilities

Utilizing Customer Transactions Scores (CTS) and Operational KPI’s assist problem solving efforts to address gaps in technology & communication processes and electric work processes & execution for the benefit of our customers Communicate with Electric Operations and Regional Service Model teams regarding outage work activities that lead to negative customer outage experiences Identify and assist the team in implementing operational improvements related to customer notifications and work processes Develop the process and execute on direct-to-customer post outage communications to CEMI customers Present research findings and make recommendations to stakeholders Participate and support cross-functional teams in a matrixed environment Investigate and resolve escalations and close the loop customers and internal stakeholders Perform root cause analysis with Customer, Electric Operations and IT leaders and employees aimed at resolving customer communication issues Assist the team in preparing for and conducting Daily, Weekly and Monthly Operating Reviews

Qualifications

Minimum:

Bachelor’s degree in Business, Engineering or related field or equivalent experience 3 years of experience in Utility Operations, Customer Service, and/or Project Management

Desired:

Proficient in Lean Operating System Knowledge of Electric operations work execution Ability to work independently, a self-starter who takes initiative to solve problems Demonstrated ability to participate in multi/cross-functional teams in a matrix environment Strong, proven relationship building capabilities with internal partners Strong presentation and time management skills

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