Director, Billing Modernization

Requisition ID# 164722

Job Category: Customer Support / Operations

Job Level: Director/Chief

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview:The Billing Modernization department is responsible for transforming and enhancing the company's billing systems tocustomer engagement and operational efficiency. This department works closely with IT, finance, customer service, and other key stakeholders to ensure seamless integration and modernization of billing processes.

Position Summary:The Director of Billing Modernization will lead the transformation of our billing systems, driving complex Customer Information System (CIS) implementations. This role requires a proven track record of overcoming challenges and delivering successful projects. The Director will collaborate with cross-functional teams to ensure seamless integration and modernization of billing processes.

This position is hybrid, working from your remote office and the Oakland General Office(OGO) 3 days a week.

Reporting Relationship:Reports to the Senior Director, Infrastructure & Operations

Job Responsibilities:

• Leadership and Strategy:Develop and execute the strategic plan for billing modernization, aligning with the company's overall goals and objectives.
• Project Management:Lead complex CIS implementation projects from inception to completion, ensuring timely delivery and adherence to budget.
• Team Collaboration:Work closely with various departments, including IT, finance, customer service, and operations, to ensure cohesive project execution.
• Problem Solving:Identify and address challenges proactively, leveraging innovative solutions to overcome obstacles.
• Stakeholder Management:Engage with key stakeholders to communicate project progress, gather requirements, and ensure alignment with business needs.
• Technical Expertise:Provide technical guidance and support for CIS implementations, ensuring best practices and industry standards are followed.
• Performance Monitoring:Establish metrics to measure the success of billing modernization initiatives and continuously improve processes.

Business and System Requirements for CIS Implementation:

• Business Requirements:
  • Customer Data Management:Ensure accurate and efficient management of customer data, including account information, billing history, and service usage in partnership with operations.
  • Billing Accuracy:Implement systems to ensure accurate and timely billing, reducing errors and improving customer satisfaction.
  • Regulatory Compliance:Ensure compliance with all relevant regulations and standards, including data privacy and security requirements.
  • Customer Engagement:Enhance customer engagement through improved billing processes, including online portals and mobile applications.
  • Operational Efficiency:Streamline billing operations to reduce costs and improve efficiency.
• System Requirements:
  • Integration:Ensure seamless integration with existing systems, including CRM, ERP, and other enterprise applications.
  • Scalability:Implement scalable solutions that can accommodate future growth and changes in business requirements.
  • Security:Ensure robust security measures to protect customer data and prevent unauthorized access.
  • User-Friendly Interface:Develop user-friendly interfaces for both customers and internal users, enhancing the overall experience.
  • Reporting and Analytics:Implement advanced reporting and analytics capabilities to provide insights into billing performance and customer behavior.

Leadership Qualities:PG&E expects its leaders to conduct themselves with the highest ethics and integrity and to embody our values.

• Strategic Mindset:
  • Seeing ahead to future possibilities and translating them into breakthrough strategies.
  • Operating effectively, even when things are not certain or the way forward is not clear.
• A Leader in the Community and Industry:
  • Effectively building formal and informal relationship networks inside and outside the organization.
  • Anticipating and balancing the needs of multiple stakeholders.
• Demonstrates Safety Leadership:
  • A safety champion in words and deeds with respect to both employee and public safety.
  • Maintaining an environment of open dialog and 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 strong-identity teams 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 Diversity and Creates Inclusion:
  • 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 ethics, safety, and compliance.
  • 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 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. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

A reasonable salary range is:

Bay Area Minimum:$174,000

Bay Area Maximum:$296,000

Background Qualifications:

• Minimum:
  • Bachelor's degree in Business, Information Technology, or a related field.
  • Minimum of 10 years of experience in billing systems, CIS implementations, or related fields.
  • Strong leadership, project management, and problem-solving skills.
  • Excellent communication and stakeholder management abilities.
  • Technical expertise in CIS systems and billing processes.
• Desired:
  • Advanced degree preferred.
  • PMP, Six Sigma, or other relevant certifications.
  • Familiarity with the latest trends and technologies in billing systems and CIS implementations.