Expert Customer Care Operations Specialist-Flexible Location

$114,000 - $182,000/Yr

PG&E - Sacramento, CA

Full-time - Mid Level

Hybrid - Sacramento, CA

Utilities

About the position

The Expert Customer Care Operations Specialist will join PG&E's Customer Channels and Services team, focusing on advancing Lean methodology within the organization. This role involves conducting trend analysis on key performance indicators, developing recommendations, and preparing presentations for metric owners. The successful candidate will leverage data to create compelling business cases, document standard work, and lead special projects, all while working in a hybrid environment.

Responsibilities

• Develop and track business process related metrics.
• Conduct research and data analysis and create data visualizations.
• Develop, coordinate, and track cross-functional business narratives in support of report outs by senior leaders.
• Create, drive, and track various strategies for daily, weekly, and monthly operating reviews in conjunction with CC&S leaders.
• Supply recommendations for change that will lead to the success of company goals and cost effectiveness.
• Develop internal work procedures and process mapping to serve as standard work for the new team.
• Initiate process improvements and Waste Elimination efforts as needed.
• Assist Management with the leadership of key department initiatives such as system development, training and focused campaigns/initiatives.
• Influence decisions, providing recommendations for change that will lead to the success of company goals and cost effectiveness.
• Utilize system and personnel resources to successfully address inquiries from internal business partners.
• Support organization as a subject matter expert by providing information and direction to resources through various delivery channels.
• Liaison between various departments and cross functional teams.
• Participate on cross functional teams.
• Manage communications.

Requirements

• Bachelor's degree in communication studies, marketing, business, or related field or equivalent experience.
• 8+ years of related experience or equivalent.
• Experience with Microsoft Power BI, Power Apps, Power Automate, or other similar tools.

Nice-to-haves

• Advanced communications and presentation skills to deliver findings and make recommendations to stakeholders.
• Strong organizational skills, ability to effectively prioritize work, meet deadlines and work on multiple tasks independently.
• Experience providing actionable recommendations that will impact business decisions.
• MBA or equivalent graduate degree desired.
• Knowledge and understanding of Lean concepts.
• Demonstrated knowledge to navigate large, complex organizations and achieve results in the development and implementation of strategies, programs and processes.

Benefits

• Competitive salary range based on location and experience.
• Hybrid work environment with flexibility in work location.