Department Overview
Customer Care is devoted to serving PG&E’s mission of delivering safe, reliable and affordable customer-focused electric and gas service. As PG&E’s customer-facing organization, we support Electric Operations, Gas Operations and Energy Supply. We aim to define and drive the enterprise-wide customer strategy, while encouraging a culture of safety, affordability, and employee engagement.
Position Summary
The Business Operations Support Supervisor is responsible for supervising a team of administrative staff to deliver streamlined processes and functions to various teams in Customer Care. The supervisor will be responsible for identifying process gaps, standardizing the team’s functions, and provide solutions that meet the needs of clients. In addition, the position includes overseeing a variety of continuous improvement projects that enhance contract management within Customer Care. This position is responsible for facilitating governance, learning and communication, and developing partnerships across key departments and lines of business.
Responsibilities:
- Supervises and mentors a team of administrative staff to deliver streamlined processes and functions that focus on simplicity, efficiency, accountability, and client satisfaction
- Identifies process gaps, facilitates standardization and documentation, and implements administrative process improvements and practices
- Oversees continuous improvement projects for Customer Care to ensure effective contract management practices that minimizes risks and adheres to internal and external compliance requirements
- Facilitates continuous improvement of operational processes by creating and maintaining tools, such as guides, trainings, and shared online sites, to support Customer Care contract owners
- Identifies, tracks, and manages project issues and risks; communicates project status, issues and risks to leadership
- Remove roadblocks for project initiatives, create communication plans, and adapt to constant change in projects and initiatives.
- Supports and provides consultation and training to departments and teams within Customer Care to improve the quality, consistency, and rigor of contract management
- Provides ad-hoc consultation and recommendations to business partners during strategy sessions, critical decision-making, major initiatives, metrics discussions, cross-functional meetings, and/or process improvement initiatives.
