CUSTOMER STRATEGY MANAGER– Power Enterprise- SFPUC (0933)– (150993) (TEX) - City and County of San Francisco

• Application Opening: 11/1/2024
• Application Filing Deadline: 11/7/2024
• Annual Salary: $174,252 - $222,430
• Recruitment ID: RTF0150981-01135707

APPOINTMENT TYPE: Temporary Exempt: This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. The duration of the appointment shall not exceed 36 months.

WHO ARE WE?
San Francisco Public Utilities Commission (SFPUC)
Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area – 24 hours per day, 365 days per year.

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.gov.

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality.

To learn more about working at the SFPUC, visit our career site at https://www.sfpuc.gov/about-us/careers-sfpuc

About the division:

The Power Enterprise, within the SFPUC, has two separate power programs, Hetch Hetchy Power, San Francisco's Publicly Owned Utility and CleanPowerSF, San Francisco's Community Choice Aggregation program, serving approximately 70% of the electricity needs of the City and County of San Francisco load. Power Enterprise serves this load with a combination of owned and purchased resources. SFPUC owns and operates the Hetch Hetchy Water and Power Project, which includes 385 MW hydro-electric power generation in Moccasin, California; solar arrays throughout San Francisco; and biogas cogeneration facilities, which together produce cost-effective energy with a zero-greenhouse gas (GHG-free) emission profile.

Under the direction of the Deputy Assistant General Manager, Customers and Planning, the 0933 Manager V, Customer Strategy Manager, is responsible for planning, organizing, directing, and reviewing the operation and services of Power Enterprise’s Customer Planning and Key Accounts teams, compromising a total of 10 FTE.  These teams are responsible for coordinating engagement with existing, new, and relocating Power Enterprise customers across the CleanPowerSF and Hetch Hetchy programs.

The 0933 Customer Strategy Manager is responsible for successful planning and implementation of four critical customer strategy pathways:

• Low Income Customers: Low-income customer affordability and arrearage management policy and programs

• EVSE Connections: Service planning for load growth associated with Electric Vehicle Service Equipment installation, investment, and grant opportunities, including City fleet needs

• Capital Investment Readiness: Large-scale capital investment partnerships in support of meeting City climate objectives and providing timely electrical service

• Streetlights: Improved business process efficiency, including in the City’s redevelopment areas, and customer relationship management for Power streetlight projects

Project name: CUSTOMER STRATEGY MANAGER

Essential Functions:

• Receiving and resolving customer requests and facilitating customer access to SFPUC Power Enterprise resources, including service agreements, programs, onboarding, and outage notifications.

• Increasing the Power Enterprise customer base by marketing Hetch Hetchy Power and CleanPowerSF retail services through outreach and engagement with existing, new and relocating customers, and developers.

• Recommending and implementing business process improvements to enhance service, increase revenue, and reduce costs.

• Serving as the customer data privacy administrator for the Hetch Hetchy program.

• Interacting with other SFPUC staff, Commission, and other City departments; local state and federal authorities; PG&E; and developers in addressing energy needs of the City and its customers.

• Directing, overseeing and participating in the development of strategies for serving customer needs in various energy related projects.

• Assisting, developing and implementing goals, objectives and priorities of the Power Enterprise.

• Monitoring the work of and coaching subordinates to improve performance and to facilitate a safe and efficient working environment.

• Participating in budget development and preparation; monitoring expenditures and financial reporting for assigned sections; preparing reports, memoranda and correspondence and maintaining statistical records.

• Directing the allocation of resources to achieve timely outcomes and measurable goals within budget; adjusting plans and programs to meet emerging or new programs or projects, while continuing to address major departmental priorities.

Education:  Possession of a baccalaureate degree from an accredited college or university

Experience: Five (5) years of professional experience in electric utility customer strategy, including key accounts, engagement, service planning, business process improvement, and marketing/outreach of which 3 years must include experience supervising professionals.

Substitution: Additional qualifying experience may be substituted for the required education on a year for year basis up to 2 years. Thirty (30) semester units or forty-five (45) quarter units equal one (1) year of work experience.

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications. 

Desirable Qualifications:

• Experience working with/in a publicly owned utility and community choice aggregator program; demonstrated understanding of the operational complexities of these delivery models and organizational environments
• Experience supporting and engaging a variety of customer types, including low-income and municipal customers
• Experience coordinating with municipal and commercial customer groups to successfully plan and implement new service connections or upgrades for EVSE installation
• Expertise and proven success working across organizational and disciplinary silos to launch new initiatives and keep projects on track, including community representatives, municipal executives, engineers, and housing developers.
• Expertise and proven success identifying gaps and implementing business process improvements to measurably improve the customer experience
• Track record of successful leadership and management, including building employee skills, developing policies and procedures, and mentoring staff to in order to form effective and cohesive teams

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

Verification of Education and Experience:

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications. 

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from notification@careers.sf.gov that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and updated. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email from notification@careers.sf.gov that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Job Analyst Information: If you have any questions regarding this recruitment or application process, please contact the job analyst, Rocio Mendoza at Rmendoza@sfwater.org.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.