Business Operations Specialist

About the position

The Business Operations Specialist at PG&E Corporation plays a crucial role in enhancing the customer experience during outages by collaborating with various departments. This position focuses on improving communication processes and operational efficiencies, leveraging modern technology to address customer needs effectively. The specialist will work closely with cross-functional teams to develop innovative solutions and drive continuous improvement initiatives, ensuring high-quality service delivery to PG&E's customers.

Responsibilities

• Utilize Customer Transactions Scores (CTS) and Operational KPIs to assist problem-solving efforts addressing gaps in technology and communication processes.
• 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 and execute 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 with customers and internal stakeholders.
• Perform root cause analysis with Customer, Electric Operations, and IT leaders aimed at resolving customer communication issues.
• Assist the team in preparing for and conducting Daily, Weekly, and Monthly Operating Reviews.

Requirements

• 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.

Nice-to-haves

• Proficient in Lean Operating System.
• Knowledge of Electric operations work execution.
• Ability to work independently and take 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.

Benefits

• Discretionary incentive compensation programs.