Requisition ID # 172819 Job Category: Information Technology Job Level: Director/Chief Business Unit: Information Technology Work Type: Hybrid Job Location: Oakland Department Overview The Information Technology (IT) organization designs, develops, operates and maintains the technology and telecommunications systems that enable PG&E to meet its commitment to providing safe, reliable and affordable service to customers. IT partners with the business by increasing capabilities through the development of additional functionality, implementing new technologies, reducing costs, increasing productivity, and facilitating organizational and business effectiveness through enabling technologies. Position Summary The Director – Customer Systems is a senior technology leader responsible for strategy, delivery, and operations of customer-facing systems, including Customer Information Systems (CIS), web/digital platforms, contact center technologies, and customer programs. This role ensures that meter‑to‑cash systems, digital engagement channels, and contact center platforms operate seamlessly to deliver a reliable, compliant, and customer-centric experience, aligning technology investments with business, regulatory, and financial objectives. Directs teams responsible for solution/portfolio strategy & planning, business architecture, requirements definition, program and project delivery & deployment, application development, testing/quality assurance, and operations & maintenance support. Builds and maintains relationships with business unit partners for business requirements, issue resolutions, and sustains overall customer satisfaction. Participates in enterprise technology planning, bringing a current knowledge and future vision of technology/industry. Selects, develops, and evaluates staff to ensure the efficient operation of each function CIS platforms serve as the central system of record for customer data, billing, and service interactions, making this role critical to both revenue operations and customer experience This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory. Reporting Reports into the Vice President, Customer Systems & Solutions. Job Responsibilities Management /Leadership (50% - 60%): <ul style="margin-top:0.05pt;margin-bottom:1.0 E-4pt"> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Oversee design and delivery of customer web portals, mobile apps, and digital engagement tools to enable self-service (payments, start/stop service, usage insights), personalized communications, Omni-channel interactions (web, SMS, email, chat), and improve digital adoption, customer satisfaction, and cost-to-serve.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Own technology stack supporting contact centers: CCaaS platforms (Cisco WxCCE), Salesforce CRM / agent desktop, IVR and automation systems to optimize call routing, workforce management, and agent productivity to manage customer journeys across voice, chat, and digital channels.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Lead AI and automation initiatives (chatbots, agent assist, analytics)</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Accountable for the successful implementation of the most complex, larger scale, and cross-functional systems on time, in scope and within budget.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Ensure 24x7 availability and performance of customer systems</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Manage a Highly integrated architecture of 100+ system interfaces across CIS, field services, and enterprise systems Integration with metering, outage management, payment processing, and finance</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Ensures all project issues and risks are appropriately surfaced and resolved.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Identifies opportunities to make IT and business processes more effective and efficient. Directs the implementation of improvement initiatives.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Provides guidance and direction to a large team (200+ resources) consisting of employee, partners, contractors located on-site and offshore.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Manages the establishment of individual and organizational objectives that are aligned with organization goals.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Implements PG&E practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Ensures staff has the resources and skills needed to support all work initiatives.</li> </ul> Customer Relationship: (25% - 30%) <ul style="margin-top:0.05pt;margin-bottom:1.0 E-4pt"> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Partners with IT and business leadership and other key stakeholders to define opportunities and prioritize projects based on predefined criteria (return on investment, productivity, compliance).</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Proactively provides expert knowledge of industry trends on AI, omni-channel experience, Salesforce, AWS and other technologies as it relates to specific opportunities where technology can enhance value to the PG&E’s Customer & Corporate Affairs business unit.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Establishes comprehensive service level agreements and assures service is met or exceeded</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Regularly briefs senior IT and business management on portfolio performances.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Provides regular reporting and status updates to ensure business and IT leadership are kept informed of project status, issues and risk.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Obtains approval from business partners on IT strategy and plan supporting the PG&E business units</li> </ul> Strategy: (10% - 15%) <ul style="margin-top:0.05pt;margin-bottom:1.0 E-4pt"> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Help to translate the business capability needs and requirements of the PG&E business units into a comprehensive, integrated technology strategy and roadmap.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Aligns and manages the execution of technology roadmaps.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Provides strategy, planning and leadership for the design, development, deployment and support for IT Solutions to support the achievement business objectives.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Provides knowledge of industry trends and technology as it relates to specific opportunities where technology can enhance the value to the business.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Identifies and presents opportunities to senior IT and business management for applying developments in technology to the challenges faced by the business.</li> <li style="margin:0.05pt 23.25pt 1.0 E-4pt 0.0px;line-height:97%;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Assists the CIO and senior IT and business management in developing, executing and communicating the IT- business vision, mission and goals.</li> </ul> Background Qualifications Minimum <ul style="margin-top:0.0in;margin-bottom:6.0pt"> <li style="margin:0.0in 0.0in 6.0pt 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Minimum of B.A./B.S. degree or equivalent work experience in computer science, information technology, business administration, engineering, or other relevant field required</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">At least 10 years of progressive leadership experience in IT, with a strong focus on Customer Information Systems (CIS)</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Minimum of 2 years in a managerial/supervisory role</li> <li style="margin:1.2pt 0.0in 1.0 E-4pt 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Proven track record of aligning technology strategy with business objectives</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Experience running complex IT portfolios (applications, infrastructure, vendors, delivery)</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif">Candidates should have deep familiarity with: CIS Platforms (Oracle CC&B, C2M, SAP IS-U or similar), CRM / CX Platforms (Salesforce, Service Cloud, etc.), Digital platforms (customer portals, UX-driven systems), Contact center stacks (CCaaS, IVR, workforce tools) and AWS.</li> </ul> Desired <ul style="margin-top:0.0in;margin-bottom:6.0pt"> <li style="margin:0.0in 0.0in 6.0pt 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Advanced degree (MBA or MS) in a relevant discipline. </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Proven experience leading large, complex technology programs and cross-functional teams.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Experience within the utility or energy sector. </li> <li style="margin:1.2pt 0.0in 1.0 E-4pt 0.0px;font-size:11.0pt;font-family:'Arial Narrow', sans-serif">Familiarity with key utility functions such as customer service, energy operations, or gas/electric delivery.</li> </ul> Leadership Qualities PG&E expects its leaders to conduct themselves with the highest ethics and integrity and to embody specific leadership qualities. Strategic Mindset <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Sees ahead to future possibilities and translates them into breakthrough strategies.</li> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Operates effectively, even when things are not certain, or the way forward is not clear.</li> </ul> A Leader in the Community and Industry <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Effectively builds formal and informal relationship networks inside and outside the organization.</li> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Anticipates and balances the needs of multiple stakeholders.</li> </ul> Demonstrates Safety Leadership <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">A safety champion in words and deeds with respect to both employee and public safety.</li> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Creating and maintaining a speak up culture free of retaliation.</li> </ul> Influences and Inspires <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Using various- communications that convey a clear understanding of the needs of different audiences.</li> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Maneuvering comfortably through complex policy, process, and people-related dynamics.</li> </ul> Optimizes Team Performance <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Building teams with a strong identity that apply their diverse skills and perspectives to achieve common goals.</li> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Creating a climate where people are developed and motivated to do their best to help the organization.</li> </ul> Values Inclusion and Respects Individual Differences <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Recognizing the value that different perspectives and cultures bring to an organization.</li> </ul> Fiscally Responsible <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Interpreting and applying understanding of key financial indicators to make better business decisions.</li> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Planning and prioritizing work to meet commitments aligned with organizational goals.</li> </ul> Leads Ethically and in a Compliant Manner <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Sponsoring and sustaining a high integrity speak-up corporate culture which prioritizes safety, compliance, and ethics.</li> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Building on necessary level of industry, company, and subject-matter expertise, including laws and regulations.</li> </ul> Provides a High Level of Customer Service <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="color:black;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif">Building strong customer relationships and delivering hometown, customer-centric solutions.</li> </ul> <a name="_Hlk210988364"></a>Compensation <a name="_Hlk210927153"></a>PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. We estimate the successful candidate hired into this role will be placed within the reasonable compensation range of $208,800 to $300,000. The decision will be made on a case-by-case basis. This leadership role is also eligible for an annual Short Term Incentive Plan (STIP) award, as well as the Long-Term Incentive Plan (LTIP) grant.

Director, Customer Facing Systems (Oakland, CA, US, 94612) @ Pacific Gas And Electric Company

About this role

Ready to apply?