Director, Credit Business Strategy

About the role

Department Overview: In Customer Channels and Services (CC&S), we are focused on providing the end-to-end meter to cash experience for our customers by delivering for our hometowns, serving our planet, and leading with love. The CC&S organization is responsible for revenue processing, full service contact center operations (including inbound and outbound call handling, IVR, email, AI), collections, call routing, digital strategy as well as providing support during emergency operations.

Position Summary: The successful candidate will be responsible for reimagining the new business strategy for credit policy, regulatory, and credit operations for Energy and Non-Energy accounts receivables. This position will transform the credit-experience by fostering a culture of problem solving by leveraging the LEAN problem-solving techniques and innovation. The position will determine the appropriate goals and metrics to ensure the team’s efforts are aligned with the broader Customer Experience objectives. 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: This Director will report directly to the Vice President, Customer Channels & Services; and, will lead a team of ~85 full time employees which comprise of 50-55 IBEW represented Customer Service Representatives to 25-30 non-represented employees.

Responsibilities

• Incorporates lean methodology along with breakthrough thinking to develop new strategies that work with the ever-changing regulatory environment.
• Presents data to the commission and intervenors while leading the IOU’s in shaping policies and outcomes.
• Develops