Provides electricity and natural gas to millions in Northern and Central California.
The Digital Strategy team within the Customer Care organization oversees customer‑facing web properties such as pge.com and the Safety & Alert Center used during Public Safety Power Shutoffs (PSPS). It also manages notification platforms that send texts, emails, and phone calls to customers during regular operations and emergencies. The team consists of five core functions: Digital Strategy sets vision and governance for digital initiatives; Web Operations handles creative services, copywriting, design, and content publishing; Digital Analytics collects and analyzes quantitative and qualitative metrics; Web Product Management oversees transactional self‑service functions; and it supports the Emergency Operations Center for customer notifications during PSPS events. The team is collaborative, nimble, and startup‑like while leveraging e‑commerce best practices and top‑retailer tools.
The Expert Web Product Manager role, a member of the Digital Strategy team, will collaborate with internal and external partners to develop product plans and strategies that deliver enhancements to market. The initial focus is the Percentage of Income Payment Pilot (PIPP) program, which normalizes monthly bills based on a customer’s income, while also contributing to longer‑term roadmap planning to improve customer channel experiences.
Key responsibilities involve presenting business cases to senior leadership, tackling complex problems with broad impact, overseeing project planning and execution, partnering with stakeholders (business, compliance, CPUC, community organizations, and IT) to launch and enhance programs, maintaining a monthly dashboard that tracks transaction completion rates, customer feedback, user sessions, A/B test results, and help‑center usage, sharing insights with partners, identifying experience improvements and cost‑saving opportunities, documenting requirements and securing funding for future enhancements, coordinating with IT for releases and defect fixes, and providing occasional after‑hours/on‑call support and local travel.
Minimum qualifications are a Bachelor’s degree in Business, MIS, or a related field (or equivalent experience) and seven years of product management, customer experience, or business analyst experience. Desired qualifications include deep customer focus, journey mapping, cross‑channel analytics, experience with CPUC or compliance projects, web domain knowledge, application and mobile design, e‑commerce, contact‑center or omnichannel support, Adobe or other web analytics tools, Tableau or similar visualization tools, Agile methodology, the ability to sell a vision and translate complex concepts for non‑technical audiences, and demonstrated expertise in Human Factors/UX design for mobile‑responsive web.
The position offers a salary range of $122,000 to $194,000 for the Bay Area, with hybrid work from a remote office and the Oakland campus based on business needs.
Benefits include the opportunity to work on a high‑traffic, customer‑centric website; contribution to a best‑in‑class digital organization that ships real products using e‑commerce fundamentals; collaboration with dedicated, intelligent peers; strong management support for development and daily success; autonomy in decision‑making; and best‑in‑class perks and benefits.