Director, Customer Facing Systems
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%): 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. 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. Lead AI and automation initiatives (chatbots, agent assist, analytics) Accountable for the successful implementation of the most complex, larger scale, and cross-functional systems on time, in scope and within budget. Ensure 24x7 availability and performance of customer systems 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 Ensures all project issues and risks are appropriately surfaced and resolved. Identifies opportunities to make IT and business processes more effective and efficient. Directs the implementation of improvement initiatives. Provides guidance and direction to a large team (200 resources) consisting of employee, partners, contractors located on-site and offshore. Manages the establishment of individual and organizational objectives that are aligned with organization goals. Implements PG&E practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention. Ensures staff has the resources and skills needed to support all work initiatives. Customer Relationship: (25% - 30%) 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). 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. Establishes comprehensive service level agreements and assures service is met or exceeded Regularly briefs senior IT and business management on portfolio performances. Provides regular reporting and status updates to ensure business and IT leadership are kept informed of project status, issues and risk. Obtains approval from business partners on IT strategy and plan supporting the PG&E business units Strategy: (10% - 15%) Help to translate the business capability needs and requirements of the PG&E business units into a comprehensive, integrated technology strategy and roadmap. Aligns and manages the execution of technology roadmaps. Provides strategy, planning and leadership for the design, development, deployment and support for IT Solutions to support the achievement business objectives. Provides knowledge of industry trends and technology as it relates to specific opportunities where technology can enhance the value to the business. Identifies and presents opportunities to senior IT and business management for applying developments in technology to the challenges faced by the business. Assists the CIO and senior IT and business management in developing, executing and communicating the IT- business vision, mission and goals. Background Qualifications Minimum Minimum of B.A./B.S. degree or equivalent work experience in computer science, information technology, business administration, engineering, or other relevant field required At least 10 years of progressive leadership experience in IT, with a strong focus on Customer Information Systems (CIS) Minimum of 2 years in a managerial/supervisory role Proven track record of aligning technology strategy with business objectives Experience running complex IT portfolios (applications, infrastructure, vendors, delivery) 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. Desired Advanced degree (MBA or MS) in a relevant discipline. Proven experience leading large, complex technology programs and cross-functional teams. Experience within the utility or energy sector. Familiarity with key utility functions such as customer service, energy operations, or gas/electric delivery. Leadership Qualities PG&E expects its leaders to conduct themselves with the highest ethics and integrity and to embody specific leadership qualities. Strategic Mindset Sees ahead to future possibilities and translates them into breakthrough strategies. Operates effectively, even when things are not certain, or the way forward is not clear. A Leader in the Community and Industry Effectively builds formal and informal relationship networks inside and outside the organization. Anticipates and balances the needs of multiple stakeholders. Demonstrates Safety Leadership A safety champion in words and deeds with respect to both employee and public safety. Creating and maintaining a speak up culture free of retaliation. Influences and Inspires Using various- communications that convey a clear understanding of the needs of different audiences. Maneuvering comfortably through complex policy, process, and people-related dynamics. Optimizes Team Performance Building teams with a strong identity that apply their diverse skills and perspectives to achieve common goals. Creating a climate where people are developed and motivated to do their best to help the organization. Values Inclusion and Respects Individual Differences Recognizing the value that different perspectives and cultures bring to an organization. Fiscally Responsible Interpreting and applying understanding of key financial indicators to make better business decisions. Planning and prioritizing work to meet commitments aligned with organizational goals. Leads Ethically and in a Compliant Manner Sponsoring and sustaining a high integrity speak-up corporate culture which prioritizes safety, compliance, and ethics. Building on necessary level of industry, company, and subject-matter expertise, including laws and regulations. Provides a High Level of Customer Service Building strong customer relationships and delivering hometown, customer-centric solutions. Compensation 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.
