At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all. **Summary** We’re looking for innovative Customer Service leaders who are relentless about keeping customers at the forefront to deliver exceptional experiences, and who are motivated to find concrete solutions to complex problems. If this sounds like you, we want you to join us as a Manager in our Customer Service Quality and Performance Management team at our Tualatin Customer Service Campus. This is a big challenge and we’re up for it – are you? **About the role** This role is a unique opportunity to shape the success of our entire customer service organization and requires collaboration across all lines of business to achieve organizational goals. As the manager of this department, you’ll drive efficiency and excellence by forecasting and scheduling resources, ensuring teams have the right resources where they are needed. You'll play a crucial role in enhancing customer interactions through quality monitoring and process documentation while maintaining our knowledge base. Additionally, you’ll help develop and deliver impactful learning content, directly influencing employee growth and customer satisfaction. If you’re passionate about optimizing operations and improving customer experience, this role offers the chance to make a lasting impact. **Key Job Information** Manager, Customer Service 6450 Grade 9 Career Level: M2 Responsibilities + **General Management** Oversees a team of supervisors and/or professional employees responsible for customer service activities (examples may include quality assurance, workforce management, residential call teams, specialty contact center teams), ensuring that objectives are met and all relevant standards/procedures are followed; ensures that operational problems are identified and resolved; ensures that operational procedures and working practices are current and fit for the purpose; ensures compliance with all relevant laws, regulations and policies. + **Strategy and Planning** Develops and implements overall strategy and vision for teams; oversees collaboration with other departments to ensure overall delivery of positive customer experience; oversees development scorecard metrics for teams; develops and implements plans to facilitate employee engagement. + **Program Management** Depending on area(s) assigned, may manage or oversee overall program design and overall program management, ensuring programs meet corporate and departmental goals and adapting programs to meet emerging needs; ensures programs align to one another and processes integrate. + **Internal Collaboration** Advocates, influences and implements operational enhancements; facilitates discussions with the company’s leadership team in setting key performance indicators for Customer Service; and provides consultation on goal setting and continuous improvement activities. + **Research and Special Projects** Oversees customer-service-related initiatives and special projects; assigns subject matter experts to cross-functional projects; may oversee or conduct investigation of employee issues or research and resolve complex employee issues; oversees or manages development and implementation of initiatives to improve operating performance, efficiency or delivery of positive customer experience. + **Vendor Management** May oversee vendor selection, establishing metrics and service level agreements, monitoring vendor performance and working with vendors to resolve issues. + **Financial Management** Monitors and manages expenditures, ensuring that all financial targets are met, and examines any areas where budgets/expenditures vary from plan; assists with the definition and operation of effective financial controls and decision making. + **Resourcing** Oversees resourcing decisions and planning for team; partners with HR in the definition of jobs, recruitment, evaluation and selection processes. + **Professional Development** Reviews organizational development needs and training strategies to determine required learning and development outcomes for the team; provides guidance in the creation of development plans; monitors ongoing progress and provides coaching and mentoring and provides feedback; completes annual performance management reviews. Qualifications Required: + **Education:** Requires a bachelor’s degree in business, finance or other related field or equivalent experience. + **Experience:** Prefer eight or more years in customer service management in a utility setting or equivalent experience. + **Valid Drivers License required** Preferred: + Customer Service Leadership Experience + Employee Learning and Training Experience/Knowledge + Workforce Management Experience/Knowledge + Advanced knowledge of PGE customer service systems + Expert knowledge of PGE’s policies, procedures, business strategy, customer service objectives, tariffs and regulations + Advanced skills in resolving and addressing employee relations issues + Expert knowledge of industry best practices related to customer service and contact center operations + Advanced skills in coaching, development and performance management + Advanced knowledge of employment law **General Competencies** + Advanced analytical thinking skills + Advanced business acumen + Advanced knowledge of business process interrelationships + Advanced change leadership skills + Advanced customer focus skills + Advanced decision-making skills + Intermediate organization management skills + Advanced organization and prioritization skills + Advanced problem-solving skills + Intermediate resource management skills + Advanced written and oral communication skills **Leader Practices** + Drives Results + Plans and Aligns + Decision Quality + Drives Engagement + Courage **Physical and Cognitive Demands** + Ability to adhere to set response times, deadlines and time-sensitive tasks + Ability to follow accuracy standards + Ability to follow through on decision-making tasks + Ability to interact effectively and collaboratively within a team environment + Ability to communicate and problem solve when under stress + Ability to respond and adapt to frequent change + Ability to accept and demonstrate self-awareness when provided constructive feedback + Ability to discern feedback and acknowledge ownership of areas of improvement + Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks + Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory + Ability to process new information to be applied consistently to work tasks **Schedule/Attendance** + Ability to work long hours + Ability to work a variable schedule + Ability to report to work and perform work during periods of severe inclement weather + Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance _[for part-time positions, change to part-time attendance]_ + Ability to work shift schedule + Ability to work on-call schedule **Physical Capabilities** + Driving/travel/commute + Daily within service territory + Frequently _(at least once a week or more depending on functional areas assigned)_ + Computer use (use computer regularly for entire work shift) **Environment - Indoor/Outdoor** + Office environment PGE supports hybrid flexible work arrangements; and will have a combination of in-the-office and working offsite. However, these arrangements may change due to business needs or changes in responsibility. \#LI-SB1 #LI-Hybrid Compensation Range: $116,410.00 - $216,190.00 Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis. PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here (https://portlandgeneral.com/hrcs5511) . **Join us today and power your potential!** Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric. PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law. PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting talentacquisition@pgn.com or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at dei@pgn.com . To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled. February 21, 2025