• Job Description

  Req#: 153638

  Requisition ID # 153638

  Job Category: Customer Support / Operations

  Job Level: Individual Contributor

  Business Unit: Customer & Comms

  Work Type: Hybrid

  Job Location: Oakland; Alameda; Alta; American Canyon; Angels Camp; Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch Camp; Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French Camp; Fresno; Fresno; Fulton; Garberville; Geyserville; Gilroy; Goodyear; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Houston; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Novato; Oakdale; Oakhurst; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Sacramento; Salida; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Washington; Washington D.C.; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City

  Department Overview

  The Digital Strategy team at PG&E oversees the day-to-day operations and strategic roadmap for digital channels including PG&E’s websites, mobile app and notifications platforms. Pge.com is the company’s flagship website. In addition to being a source of information for customers, pge.com is a meaningful customer service channel, giving customers the ability to pay their bill, get usage information and receive text alerts for a variety of situations, from bill reminders and outage updates to bill threshold alerts. The site continues to grow, and currently handles 70M visits and 49M transactions per year. The site is currently being redesigned with a fresh new experience and new technology stack that is expected to go live in late 2023. In addition to pge.com, the team also oversees the PG&E Outage Center, which is a where customers can get status on an outage, view impacted areas on an interactive map, report an outage, or sign up for notifications updates on an existing outage. The team also owns the PG&E Safety & Alert Center which is used for all Public Safety Power Shutoff event communication in 16 languages. Our Report It mobile app is used by customers in high fire threat districts to report non-emergency safety concerns such as tree trimming or a leaning pole. By taking a picture and noting the location, customers can both report and get updates on issues they have submitted. The team also oversees our notification platforms used to provide both crisis communications support and everyday notification updates.

  The Digital Strategy team is comprised of 4 main departments: web operations, web product management, compliance and analytics. The web operations team functions like an in-house advertising agency with team members who handle copywriting, design, publishing, project management, site search, SEO and A/B testing. The product management team reviews performance of existing functionality to find optimizations and also writes the product requirements to build new functionality. Compliance keeps a finger on the pulse of the latest privacy and ADA laws, creating documentation and standards to ensure we are managing risk appropriately. Analytics looks at both qualitative (comments) and quantitative (completion rates and traffic) each day to ensure the site can be optimized for the best customer experience. On a daily basis, the team is relentlessly focused on using web site data, customer feedback and troubleshooting tools to understand customer pain points. Once a hypothesis for improvement is identified, the team continuously tests solutions, rolling out winners that improve the customer experience. In addition to operations work, the team also manages and implements a strategic roadmap that reflects industry trends and new features and functionality.

  Position Summary

  The Expert Web Product Manager position is a member of the Digital Strategy team. This role will collaborate with business partners to develop and define overall product plans and strategy, as well as partner with development to get strategic product enhancements to market.

  This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

  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. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

  A reasonable salary range is:

  Bay Area Minimum: $118,000.00

  Bay Area Maximum: $188,000.00

  OR

  California Minimum: $ 112,000.00

  California Maximum: $179,000.00

  What You Will Get

  • The opportunity to work on a highly trafficked and meaningful company website that is customer centric being both informational, but highly functional.
  • The opportunity to contribute to a best-in-class digital organization that ships real products to real users using e-commerce fundamentals.
  • Work amongst a highly dedicated and intelligent group of peers equally enthusiastic about the contributions they make.
  • Extreme management support for your development and your day-to-day success.
  • Autonomy to make decisions amongst the team.

  Job Responsibilities

  • Present business cases and results to senior leadership.
  • Works on complex problems having broad impact that require in-depth analysis and judgment to obtain results or solutions.
  • Oversees project management planning and execution of development work.
  • Partners with the business and IT to drive enhancement execution from requirements through release and stabilization.
  • Reviews a daily dashboard that reviews transaction completion rates (Power BI), customer feedback (Opinionlab/Medallia), user sessions (Medallia), A/B test results (Optimizely/Target) and Help Center usage (Zendesk/Knowledge Force).
  • Shares learnings with business partners and stakeholders to ensure key information is conveyed.
  • Reviews monthly dashboard to identify customer experience improvements and savings opportunities.
  • Documents business requirements and prepares business cases to secure funding for future enhancements.
  • Works with IT to review O&M and schedule releases to fix defects.
  • Occasional after-hours support and local travel required.

  Qualifications

  Minimum:

  • Bachelor’s Degree in Business, MIS, or other related fields or equivalent work experience.
  • 8 years of related experience or equivalent such as product management, customer experience or business analyst

  Desired:

  • Deep customer focus
  • Experience with journey mapping
  • Experience with cross channel analytics
  • Experience with Public Safety Power Shutoff
  • Experience with EOC operations
  • Experience with the ESRI map application
  • Experience with mobile apps
  • Experience with Palantir/Foundry and the associated data feeds
  • Experience with internet website domains
  • Experience in application design, mobile
  • Experience in E-Commerce, job-related
  • Experience working with contact centers or omnichannel support
  • Experience with Adobe or other web analytics packages
  • Experience with Tableau, Power BI or other data visualization tools
  • Experience with the Agile methodology
  • Ability to sell a vision and translate highly complex concepts into stories for those not versed in technical terminology
  • Demonstrated experience with Human Factors/UX design principles for mobile responsive web and the associated customer usability testing

• About the company

  The Pacific Gas and Electric Company is an American investor-owned utility with publicly-traded stock.

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