Expert Web Product Manager

Requisition ID# 169658

Job Category: Customer Support / Operations

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

The Digital Strategy team at PG&E manages customer-facing websites, mobile apps, and notification platforms.

The Digital Strategy team consists of three departments: Web Operations, Product Management, and Analytics.

• Web Operations handles copywriting, design, publishing, project management, site search, SEO, and A/B testing - mostly on the non-logged-in side of PGE.com
  
  
• Product Management monitors, dives deep into customer issues, reviews and uses daily data from various sources, develops requirements, collaborates with several stakeholders, prioritizes fixes, and enhances features - mostly on the logged-in, MyAccount, side of pge.com
  
  
• Analytics evaluates both qualitative and quantitative data daily to improve the site's customer experience.

Everyone on the Digital Strategy team is expected to use multiple data sources to identify/prioritize issues, test solutions, and implement improvements, while also managing a strategic roadmap for future developments and maintaining accessibility, privacy, and compliance standards.

Team members are expected to be owners and embrace nimbleness, curiosity, tenacity, trustworthiness, and empathy.

Position Summary

The Expert Product Manager role is a member of the Product Management group which sits within the Digital Strategy team. This role will embrace LEAN problem solving, work with a broad set of stakeholders, developers, partners, vendors and resources to deliver a 10-out-of-10 experience for customers.

The role works primarily on features within PGE.com and will be a key player in improving customer satisfaction and affordability. The role will initially focus on solving customer pain points as they relate to login, registration, and re-registration. This may change over time - all product managers are expected to be generalists and learn multiple areas.

This position is hybrid, working from your remote office and the Oakland General Office based on business needs or company requirements. This role may require travel to other locations in Stockton, Sacramento or San Ramon.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E's discretionary incentive compensation programs.

• Bay Area Min: $122,000
• Bay Area Mid: $158,000
• Bay Area Max: $194,000

Job Responsibilities

• Embrace standard work (lean/agile) and PG&E virtues.
• Works on complex problems having broad impact that require in-depth analysis to obtain results or solutions.
• Creates and presents business cases and results to senior leadership.
• Engages in project management planning and owns execution of development work.
• Partners with the business and IT to drive enhancement execution from requirements through release and stabilization.
• Reviews daily dashboards for changes on transaction completion rates. This includes customer feedback (Adobe Analytics/Data Dog/Medallia) to determine impacts of changes/releases and next course of action to improve customer experience and/or savings opportunities.
• Presents and prepares documentation regularly (daily/weekly) for teammates, business partners and stakeholders to ensure awareness of operations.
• Uses JIRA, documents business requirements and prepares business cases to secure funding for future enhancements.
• Works with IT to review O&M issues and schedule releases to fix defects.
• Weekly, bi-weekly or ad hoc after-hours support for releases.
• Regular travel to Oakland for team meetings.
• Travel as needed to other locations like Stockton, Sacramento or San Ramon.

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.
• Intense collaboration with autonomy to make decisions in a supportive environment.

Qualifications

Minimum:

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

Desired:

• Ability to adapt standards and accept input to improve customer experience and/or self
• Engaged and takes initiative to drive curiosity and towards delivery
• Deep customer focus and embracing a "why?" mentality on customer issues
• Experience with customer journey mapping and/or analysis
• Experience with cross-channel analytics
• Experience with creating features for self-service apps or websites which address customer pain points
• Experience in E-Commerce and transaction flows with a focus on conversion
• Experience working with contact centers or omnichannel support
• Experience with Adobe, Medallia, Data Dog or other web analytics packages to locate issues or measure success
• Experience with using Tableau, Power BI or other data visualization tools
• Experience with the SAFE Agile and/or LEAN methodologies
• Ability to share a vision and complex concepts for those non-technical stakeholders
• Experience with Public Safety Power Shutoff and/or EOC operations