Job Title: Expert Customer Care Operations Specialist - Flexible Location (Hybrid Role)

Join Our Innovative Team: Unlock Your Potential as an Expert Customer Care Operations Specialist We are seeking a highly skilled and motivated individual to join our Customer Channels and Services (CC&S) team as an Expert Customer Care Operations Specialist. This hybrid role offers the flexibility to work from your remote office and assigned work location, with occasional travel to our Oakland General Office (OGO) for monthly meetings. As a key member of our team, you will play a vital role in advancing the implementation of PG&E's Lean methodology, driving business process improvements, and delivering exceptional customer experiences.

At PG&E, we thrive in a culture of innovation, teamwork, and continuous learning. Our CC&S team is a collective group of professionals dedicated to supporting customers with responsive and empathetic communication, revenue processing, effective management of customer financial commitments, analytical insights, technological solutions, and self-service tools. As an Expert Customer Care Operations Specialist, you will be responsible for conducting trend analysis on key performance indicator (KPI) metrics, developing recommendations and presentation materials, and preparing metric owners to report findings at weekly and monthly operating reviews.

Job Summary: We are looking for a talented individual with a strong background in using data to craft compelling business cases, developing and documenting standard work, and participating in special projects. The successful candidate will have excellent communication and presentation skills, with the ability to influence decisions and provide recommendations for change that drive business success and cost effectiveness.

Key Responsibilities:

• Develop and track business process-related metrics, conduct research and data analysis, and create data visualizations
• Create, drive, and track various strategies for daily, weekly, and monthly operating reviews in conjunction with CC&S leaders
• Develop internal work procedures and process mapping to serve as standard work for the new team
• 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 the organization as a subject matter expert, providing information and direction to resources through various delivery channels

What We Offer:

• Competitive salary range: Bay Area ($114,000 - $182,000) or California ($108,000 - $173,000)
• Comprehensive benefits package
• Opportunities for professional growth and development
• Flexible hybrid work arrangement
• Collaborative and dynamic work environment

Qualifications:

• 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
• Advanced communications and presentation skills
• Strong organizational skills, ability to effectively prioritize work, meet deadlines, and work on multiple tasks independently

How to Apply: If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application through our website, and we will be excited to review your qualifications.