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Portland General Electric Manager, Customer Service in United States

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

At Portland General Electric, we’re committed to powering our customers’ potential and making a difference for our community and the planet. We are leading energy transformation, growing clean energy resources to make aggressive, lasting change for our region. This is a big challenge and we’re up for it – are you?

We’re looking for innovative leaders who are relentless about keeping customers at the forefront to deliver exceptional experiences, and who are motivated to find concrete solutions to complex problems. If this sounds like you, we want you to join us as a Manager in our Customer Service team. Our Customer Service team is an integral part of helping reach our clean energy goals and we need results-oriented leaders ready to work cross-functionally at being brilliant at the core foundations of customer service.

We are committed to support you with growth opportunities and learning broadly across the company to help you have a dynamic career. Equity and inclusion are core business values; we celebrate our differences and are committed to developing teams that reflect the communities we serve.

Key Responsibilities

General Management Oversees a team of supervisors and/or professional employees responsible for customer service activities (examples may include quality assurance, workforce management, residential call teams, billing, meter or specialty contact center teams), ensuring that objectives are met and all relevant standards/procedures are followed; ensures that operational problems are identified and resolved; ensures that operational procedures and working practices are current and fit for the purpose; ensures compliance with all relevant laws, regulations and policies.

Strategy and Planning Develops and implements overall strategy and vision for teams; oversees collaboration with other departments to ensure overall delivery of positive customer experience; oversees development scorecard metrics for teams; develops and implements plans to facilitate employee engagement.

Program Management Depending on area(s) assigned, may manage or oversee overall program design and overall program management, ensuring programs meet corporate and departmental goals and adapting programs to meet emerging needs; ensures programs align to one another and processes integrate.

Internal Collaboration Advocates, influences and implements operational enhancements; facilitates discussions with the company’s leadership team in setting key performance indicators for Customer Service; and provides consultation on goal setting and continuous improvement activities.

Research and Special Projects Oversees customer-service-related initiatives and special projects; assigns subject matter experts to cross-functional projects; may oversee or conduct investigation of employee issues or research and resolve complex employee issues; oversees or manages development and implementation of initiatives to improve operating performance, efficiency or delivery of positive customer experience.

Vendor Management May oversee vendor selection, establishing metrics and service level agreements, monitoring vendor performance and working with vendors to resolve issues.

Financial Management Monitors and manages expenditures, ensuring that all financial targets are met, and examines any areas where budgets/expenditures vary from plan; assists with the definition and operation of effective financial controls and decision making.

Resourcing Oversees resourcing decisions and planning for team; partners with HR in the definition of jobs, recruitment, evaluation and selection processes.

Professional Development Reviews organizational development needs and training strategies to determine required learning and development outcomes for the team; provides guidance in the creation of development plans; monitors ongoing progress and provides coaching and mentoring and provides feedback; completes annual performance management reviews.

Education/Experience/Certifications/Competencies:

Requires a bachelor’s degree in computer science, business or other related field or equivalent experience.

Prefer eight or more years of experience in technology operations, preferably in a utility setting, or equivalent related experience.

Advanced knowledge of data and analytics

Expert knowledge of industry best practices related to meter data management and the related systems

Advanced skills in coaching, development and performance management Advanced knowledge of employment law

Advanced analytical thinking skills

Advanced business acumen

Advanced knowledge of business process interrelationships

Advanced change leadership skills

Advanced customer focus skills

Advanced decision-making skills

Intermediate organization management skills

Advanced organization and prioritization skills

Advanced problem-solving skills

Intermediate resource management skills

Advanced written and oral communication skills

Leader Practices

Drives Results

Plans and Aligns

Decision Quality

Drives Engagement

Courage

Physical and Cognitive Demands

Cognitive Level

Substantial: Consistent use of logic or scientific thinking to define problems, collect information, establish facts and draw valid conclusions (for example, engineer, HR director, plant manager, etc.).

Cognitive

Ability to adhere to set response times, deadlines and time-sensitive tasks

Ability to follow accuracy standards

Ability to follow through on decision-making tasks

Ability to interact effectively and collaboratively within a team environment

Ability to communicate and problem solve when under stress

Ability to respond and adapt to frequent change

Ability to accept and demonstrate self-awareness when provided constructive feedback

Ability to discern feedback and acknowledge ownership of areas of improvement

Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks

Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory

Ability to process new information to be applied consistently to work tasks

Schedule/Attendance

Ability to work long hours

Ability to work a variable schedule

Ability to report to work and perform work during periods of severe inclement weather

Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance [for part-time positions, change to part-time attendance]

Ability to work shift schedule

Ability to work on-call schedule

Physical Capabilities

Does the job require a valid driver’s license? Yes (depending on position; if overseeing the community offices then license is required)

Driving/travel/commute

Daily within service territory

Frequently (at least once a week or more depending on functional areas assigned)

Computer use (use computer regularly for entire work shift)

Lifting/pushing/pulling Up to 10 lb

Carrying Up to 10 lb

Stairs (over 10 steps)

Environment - Indoor/Outdoor

Office environment

Join us today and power your potential!

Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.

PGE believes in rewarding dedicated performance. We provide a total compensation package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future.

PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.

PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting talentacquisition@pgn.com or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at dei@pgn.com .

To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.

August 18, 2022

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