Web Product Manager, Expert - Flexible Location
Requisition ID # 82472 Job Category :
Information Technology Job Level :
Individual ContributorBusiness Unit:
Customer Care Department OverviewThe Digital Strategy team at PG&E sits in the Customer Care organization and oversees customer facing web properties such as pge.
com and the Safety & Alert Center used during Public Safety Power Shutoffs (PSPS).
The team also oversees the notifications platforms that send text, email and phone calls to customers during regular operations and emergencies.
The Digital Strategy team is comprised of five core functions:
Digital Strategy sets the vision for customer facing digital properties, providing governance and oversight for company-wide customer facing initiatives.
Web Operations is comprised of the creative services team which handles a wide range of requests from copywriting and design projects, to content publishing and optimization.
Digital Analytics collects and analyzes both quantitative and qualitative metrics for our online properties, providing real-time customer insights that inform everything we do.
Web Product Management oversees all transactional, self-service functions to help ensure that customers can get outage information, pay their bill, request a service appointment or manage their energy use.
Supports Emergency Operations Center for customer notifications as part of Public Safety Power Shut-off Events The team is friendly, collaborative, nimble and creative and embodies an unwavering focus on the customer and dedication to the team's success.
The team functions like a startup but within the context of a larger, mature organization.
The team's methodologies are firmly rooted in e-commerce best practices, with access to the same tools and approaches used at many of the top retailers in the US.
Pge.
com was awarded the #1 rank out of 114 utility websites in a 2017 study by Esource and continues to be listed in the top 10.
In 2020, PG&E strengthened the reliability of its digital properties for both everyday use and emergencies by moving pge.
com into the cloud and building a dedicated cloud-based alert site for use during Public Safety Power Shutoffs (PSPS).
The sites were designed to withstand a minimum of 240 million hits per hour, helping ensure availability of the critical information customers need.
Position SummaryThe Expert Web Product Manager position is a member of the Digital Strategy team.
This role will collaborate with internal and external partners to develop and define overall product plans and strategies to deliver product enhancements to address pain points on customer channels for enhanced customer experiences.
In addition to defining and developing product plans and strategies, this role will participate in long-term roadmap planning and will be responsible for daily operations of an assigned portion of the site.
What You Will GetThe 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.
Autonomy to make decisions amongst the teamBest in class perks and benefits QualificationsMinimum:
Bachelor's Degree in Business, MIS, or other related fields or equivalent work experience.
7 years product management, customer experience or business analyst experience Desired:
Deep customer focusExperience with journey mappingExperience with cross channel analyticsExperience with California Public Utilities Commission (CPUC) and/or compliance-related projectsExperience with internet website domainsExperience in application design, mobileExperience in E-Commerce, job-relatedExperience working with contact centers or omnichannel supportExperience with Adobe or other web analytics packagesExperience with Tableau or other data visualization toolsExperience with the Agile methodologyAbility to sell a vision and translate highly complex concepts into stories for those not versed in technical terminology Demonstrated experience with Human Factors/UX design principles for mobile responsive web Job ResponsibilitiesPresent business cases and results to senior leadership.
Works on complex problems having broad impact that require in depth analysis and judgment to obtain results or solutions.
Oversees project management planning and execution of work.
Partners with the stakeholders (business, compliance, CPUC, community-based organizations and IT) to launch programs and drive enhancement execution from requirements through to release and stabilization.
Maintains a monthly dashboard that reviews transaction completion rates (Adobe Analytics/Tableau), customer feedback (Opinionlab), user sessions, A/B test results (Optimizely) and Help Center usage (Zendesk).
Shares monthly learnings with business partners and stakeholders to ensure key information is conveyed.
Reviews monthly dashboard to identify customer experience improvements and savings opportunities.
Documents business requirements and prepares business cases to secure funding for future enhancements.
Works with IT to review O&M and schedule releases to fix defects.
Part of the team which supports the Emergency Operations Center during wildfire season; local travel required and may require nights/weekends.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Information Technology Job Level :
Individual ContributorBusiness Unit:
Customer Care Department OverviewThe Digital Strategy team at PG&E sits in the Customer Care organization and oversees customer facing web properties such as pge.
com and the Safety & Alert Center used during Public Safety Power Shutoffs (PSPS).
The team also oversees the notifications platforms that send text, email and phone calls to customers during regular operations and emergencies.
The Digital Strategy team is comprised of five core functions:
Digital Strategy sets the vision for customer facing digital properties, providing governance and oversight for company-wide customer facing initiatives.
Web Operations is comprised of the creative services team which handles a wide range of requests from copywriting and design projects, to content publishing and optimization.
Digital Analytics collects and analyzes both quantitative and qualitative metrics for our online properties, providing real-time customer insights that inform everything we do.
Web Product Management oversees all transactional, self-service functions to help ensure that customers can get outage information, pay their bill, request a service appointment or manage their energy use.
Supports Emergency Operations Center for customer notifications as part of Public Safety Power Shut-off Events The team is friendly, collaborative, nimble and creative and embodies an unwavering focus on the customer and dedication to the team's success.
The team functions like a startup but within the context of a larger, mature organization.
The team's methodologies are firmly rooted in e-commerce best practices, with access to the same tools and approaches used at many of the top retailers in the US.
Pge.
com was awarded the #1 rank out of 114 utility websites in a 2017 study by Esource and continues to be listed in the top 10.
In 2020, PG&E strengthened the reliability of its digital properties for both everyday use and emergencies by moving pge.
com into the cloud and building a dedicated cloud-based alert site for use during Public Safety Power Shutoffs (PSPS).
The sites were designed to withstand a minimum of 240 million hits per hour, helping ensure availability of the critical information customers need.
Position SummaryThe Expert Web Product Manager position is a member of the Digital Strategy team.
This role will collaborate with internal and external partners to develop and define overall product plans and strategies to deliver product enhancements to address pain points on customer channels for enhanced customer experiences.
In addition to defining and developing product plans and strategies, this role will participate in long-term roadmap planning and will be responsible for daily operations of an assigned portion of the site.
What You Will GetThe 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.
Autonomy to make decisions amongst the teamBest in class perks and benefits QualificationsMinimum:
Bachelor's Degree in Business, MIS, or other related fields or equivalent work experience.
7 years product management, customer experience or business analyst experience Desired:
Deep customer focusExperience with journey mappingExperience with cross channel analyticsExperience with California Public Utilities Commission (CPUC) and/or compliance-related projectsExperience with internet website domainsExperience in application design, mobileExperience in E-Commerce, job-relatedExperience working with contact centers or omnichannel supportExperience with Adobe or other web analytics packagesExperience with Tableau or other data visualization toolsExperience with the Agile methodologyAbility to sell a vision and translate highly complex concepts into stories for those not versed in technical terminology Demonstrated experience with Human Factors/UX design principles for mobile responsive web Job ResponsibilitiesPresent business cases and results to senior leadership.
Works on complex problems having broad impact that require in depth analysis and judgment to obtain results or solutions.
Oversees project management planning and execution of work.
Partners with the stakeholders (business, compliance, CPUC, community-based organizations and IT) to launch programs and drive enhancement execution from requirements through to release and stabilization.
Maintains a monthly dashboard that reviews transaction completion rates (Adobe Analytics/Tableau), customer feedback (Opinionlab), user sessions, A/B test results (Optimizely) and Help Center usage (Zendesk).
Shares monthly learnings with business partners and stakeholders to ensure key information is conveyed.
Reviews monthly dashboard to identify customer experience improvements and savings opportunities.
Documents business requirements and prepares business cases to secure funding for future enhancements.
Works with IT to review O&M and schedule releases to fix defects.
Part of the team which supports the Emergency Operations Center during wildfire season; local travel required and may require nights/weekends.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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