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Principal, Program Manager - Customer Experience & Messaging - Job Opportunity at PG&E Corporation

Oakland, USA
Full-time
Senior
Posted: February 9, 2025
Hybrid
USD 140,000 - 238,000 per year

Benefits

Discretionary incentive compensation programs
Hybrid work arrangement with flexibility
Career development opportunities within a major utility

Key Responsibilities

Lead customer experience strategy for Vegetation Management organization
Develop and implement customer communication strategies
Manage cross-functional projects and initiatives
Drive customer satisfaction improvement initiatives
Partner with regulatory and compliance teams
Mentor and coach team members
Develop program metrics and goals

Requirements

Education

Bachelor's degree or equivalent experience

Experience

Ten years of related experience or equivalent

Required Skills

Strategic leadership Cross-functional project management Business case development Stakeholder management Customer experience management Process improvement Program implementation Analytics and reporting

Certifications

PMP Certification (desired)
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Sauge AI Market Intelligence

Industry Trends

Utilities are increasingly focusing on customer experience as a key differentiator in regulated markets Growing emphasis on vegetation management due to wildfire prevention and climate change concerns Rising importance of digital communication strategies in utility customer engagement Increasing regulatory scrutiny on utility customer communication practices

Salary Evaluation

The offered range is competitive for the Bay Area utility sector, with the upper band reflecting the senior nature of the role and complex stakeholder management requirements

Role Significance

Likely leads a medium to large team given the scope of vegetation management programs and cross-functional nature of the role
Principal level position with significant strategic influence on customer experience initiatives and program direction

Key Projects

Customer experience transformation initiatives Communication strategy development and implementation Regulatory compliance programs Process improvement and optimization projects Stakeholder management frameworks

Success Factors

Strong understanding of utility regulatory environment Ability to navigate complex stakeholder landscapes Experience with large-scale program management Strategic thinking combined with tactical execution capabilities Strong analytical and data-driven decision-making skills

Market Demand

High demand position due to increasing focus on customer experience in utilities and growing complexity of vegetation management programs

Important Skills

Critical Skills

Program Management expertise for large-scale utility operations Customer experience strategy development Regulatory compliance knowledge Stakeholder management across diverse groups Data analysis and reporting capabilities

Beneficial Skills

Change management experience Digital transformation knowledge Environmental and sustainability awareness Crisis communication experience Public relations background

Unique Aspects

Role combines traditional program management with customer experience strategy
Critical position in wildfire prevention and public safety initiatives
Significant influence on utility-customer relationship in a complex regulatory environment

Career Growth

Typical progression to director level within 3-5 years with demonstrated success

Potential Next Roles

Director of Customer Experience Senior Director of Operations VP of Customer Operations Chief Customer Officer

Company Overview

PG&E Corporation

PG&E is one of the largest combined natural gas and electric utilities in the United States, serving millions of customers in California

Leading utility provider in California with significant market presence and regulatory influence
Major employer in the Bay Area with significant operational footprint across California
Professional corporate environment with strong emphasis on safety, compliance, and customer service
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