Principal Program Manager - Customer Experience & Strategic Improvement

Description

Are you passionate about leading large-scale projects and driving customer-focused improvements? You will play a key role in enhancing customer experiences through strategic program management and process improvements. This hybrid role offers flexibility in location and the opportunity to contribute to impactful projects across the service territory.

In this position, you will oversee program implementation and operations, ensuring that key objectives and metrics are met. Your focus will be on delivering high-impact process improvements for various customer segments, translating insights into action plans and strategies for success. Your work will have a direct impact on customer satisfaction and the efficiency of new service connections.

Key Responsibilities

• Define key “Moments of Truth” for assigned customer segments.
• Develop tailored communication and engagement strategies to enhance customer experiences.
• Monitor customer experience data (surveys, feedback, escalations, delivery timelines) and use it to drive improvements.
• Create and manage plans to improve customer experience (CX) and ensure timely delivery of services.
• Work closely with project teams to streamline processes and improve service delivery.
• Establish channels to gather customer feedback and drive continuous improvement.
• Lead cross-functional teams to develop and implement customer-focused solutions.
  
  

About You

You are a strategic thinker and a natural leader, capable of solving complex problems and leading large projects. Your experience in program management and customer engagement positions you as the ideal candidate to drive improvements and deliver exceptional results. You thrive in collaborative environments and possess the skills to influence stakeholders and lead teams.

What You’ll Bring

• Bachelor's degree or equivalent experience.
• 10+ years of relevant experience in program management or related fields.
• Strong leadership skills with experience managing cross-functional teams.
• Excellent problem-solving abilities and a proactive approach to addressing challenges.
• Exceptional communication skills, with the ability to influence stakeholders at all levels.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
  
  

Preferred Qualifications

• Master's degree.
• PMP or Lean Six Sigma Certification.
• Experience in regulatory or industry forums.
• A deep understanding of business and industry drivers.
  
  

Location & Work Environment

This position is hybrid, with the flexibility to work remotely and attend in-person meetings as needed. Occasional travel (up to 20%) within the service territory may be required.

Compensation

We offer a competitive salary based on your skills, experience, and location, including:

• Bay Area Range: \(140,000 - \)238,000
• California Range: \(133,000 - \)226,000 This role is also eligible for incentive compensation programs.
  
  

If you’re ready to take on a challenging and rewarding role where you can make a real impact, we encourage you to apply!

Employment Type: Full-Time