Manager Program Delivery

To provide management, supervisory leadership, accountability, and oversight for multi-disciplined teams involved in the planning, implementation, and delivery of programs and services to include energy efficiency, building and transportation electrification, load management and flexibility, green pricing, renewable energy and other retail electricity resource programs and ensure excellent customer experiences, contract management practices, and high quality electric services to SMUD customers.

Assists in the development, implementation and managing of department goals, objectives, policies and priorities in partnership with the department Manager; selects, trains, motivates, evaluates and develops staff and ensures that department strategic objectives and priorities are achieved and coordinated effectively with other departments.

• Provides leadership, accountability, and direction for multi-disciplined teams and staff by designing, developing and executing on program and services implementation plans including marketing, sales, acquisition, retention, tracking, reporting, and coordination to meet specified targets, metrics, and goals.
• Ensures programs and services meet specified performance standards and metrics to assure high-quality, customized service to customers. Manages multiple program portfolios. Negotiates terms and conditions of products and services considering both the customer and SMUD perspectives. Directs staff in efforts to provide solutions, new business opportunities and products and services that meet customer needs in accordance with approved business strategic goals.
• Supervises the formulation and implementation of policies, procedures and program portfolios for delivery through close coordination with department management. Provides policy and procedure guidance for implementation of products and services and ensures contract terms that meet customer needs within approved budgets and SMUD revenue requirements.
• Directs the assessment of customer needs and benchmarking of competitor service by documenting customer needs and effective solutions offered. Coordinates efforts to survey customers for satisfaction levels and product/service interests. Participates in conducting industry best practices benchmarking and analysis of customer/process requirements and performance analysis. Interprets and communicates industry patterns, trends, impacts on pricing and sales and early warning signals of customer issues through literature search and participating in industry, governmental and professional organizations and meetings to gather intelligence. Ensures customer-driven program and process improvements through benchmarking of competitor services, gathering information on customer opinions and industry trends to anticipate customer issues.
• Develops business plans with unit manager that support department and SMUD goals by identifying program implementation, marketing, sales and service strategies and short- and long-term objectives. Oversees coordination of work process structure and design to meet desired outcomes and target productivity and efficiency measures. Supports the strategies and objectives and annual goals with resource planning and budget formulation. Contributes to business planning, coordination of segment process workflows and performance expectations/outcomes and promotes achievements of unit and SMUD goals through resource allocation.

• Designs, monitors and assesses the performance of work unit processes by overseeing staff in conducting documentation, reviews and studies of customer preferences and program and services delivery models on a continuing basis. Provides forums for staff to share data, learning and ideas on process and performance improvement; providing performance measurement linkage of process steps to efficiency and cost control and achievement of short- and long-term project and program and business plans. Implements necessary process changes and related staff training to address process and performance issues and provides continuous process improvement and timely performance coaching and management for the sub-segment workforce. Provides performance evaluation and performance measurement to contribute to and improve unit efficiency and SMUD cost control or reduction.
• Directs the work of staff in a functional unit and maintains staffing levels and work quality in order to meet defined objectives and assigned unit responsibility by interpreting and executing SMUD policies and procedures that affect the work unit. Recommends modifications to operating policies and oversees the evaluating of work through subordinate supervisors or experienced lead employees who exercise independence in their assignments. Coordinates and leads hiring, firing, training, coaching, mentoring and development activities for subordinates. Advises units on tasks and operations as required to solve complex problems. Ensures staff safety and prevention of personal injury and equipment loss while maintaining project and operational schedules and budgets within expected variances. Ensure that work functions in areas of responsibility comply with SMUD policies, practices and procedures and that operating objectives in areas of responsibility are met within expected schedule, budgetary, quantity, accuracy, safety and quality standards.
• Assists in developing and administering the department budget by monitoring unit budget expenditures against plan; identifying and reconciling budget anomalies; monitoring and revising schedules, expenditures and assignments as warranted. Reviews ongoing and end-of-year budget results and develops unit budget recommendations for upcoming fiscal years while participating in the review of preliminary department budget recommendations that ensure the achievement of unit objectives in a fiscally responsible manner.
• Assesses human and financial resource requirements and develops recommendations for short- and long-term funding, tools, resources and facilities required to support the successful planning, development, implementation, and delivery of customer programs and internal work processes.
• Provides meaningful reports of work unit performance and efficiency of processes for department and SMUD management review. Ensures management awareness of process performance and outcomes.
• Coordinates SMUD responses and services for customers by promoting inter-departmental collaboration and cooperation and engaging staff, other business units and executive management in developing solutions to solve issues or problems, develop shared or common metrics and make necessary adjustments to meet changing priorities or customer needs.

The full official job description can be found here.

BA or BS in Business Administration, Public Administration, Engineering, Environmental Science, or related degree or equivalent experience. If no degree, a minimum of fourteen (14) years of relevant experience is required.

Ten or more (10+) years of progressively responsible relevant work experience in the electric utility industry with customer or energy service related activities, including at least five (5+) years of supervisory experience; experience with rates, contract negotiations, regulatory policy, electric distribution and transmission systems; experience developing electric utility policies and programs, working with municipal boards or utility regulators, writing business reports and giving oral presentations.

Utility planning, implementation, and delivery best practices for customer programs and services; customer and business decision-making processes and preferences; electric utility rate making practices and procedures; energy management applications and programs and electric distribution systems; electric system operations; federal and state energy regulations and MUD act; techniques of negotiation and persuasion; techniques and methods of financial evaluation; process design and principles for continuous process improvement; federal and state laws and regulations related to supervisory practices and employee rights; methods and techniques for planning, organizing, directing and controlling work activities; methods and techniques for training staff; policies and procedures for evaluating and recording performance results; principles and practices for budget administration; principles and practices for motivating, coaching, mentoring, training and developing; safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards.

Conceptualize innovative and practical solutions to meet customer needs and issues; listen effectively to identify opportunities and solutions; resolve operational and personnel problems or conflicts; tactfully handle customer complaints and resolve issues; readily adapt to change and provide change management for staff; coordinate multiple priorities and activities; identify and correct operational problems; develop and implement new and revised policies and procedures to provide for the effective operation of the area of responsibility; negotiate and process contracts and related documents and assure contractor coordination and cooperation; plan, organize, direct, control, and review the work of others; prepare performance plans and evaluations for the staff; develop performance metrics and accountability for the staff and the work unit; coordinate the work of the function or unit with other SMUD entities; prepare and implement safety plans, procedures and practices for unit; utilize a personal computer and/or computer terminal, systems and software relevant to the job; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally.

• BA or BS in Social Services or relevant experience.
• Experience working with community-based organizations and thorough understanding of assistance offerings, outreach and education.
• Experience managing budgets, forecasting and accrual processes.
• Experience with contract management including request for proposal (RFP) and memos of understanding.
• Strong project/program management skills
• Proven ability to prepare memos, presentations, and other materials for both internal and external stakeholders.
• Experience in the development and implementation of product and program plans including direct install energy efficiency, building & transportation electrification programs for income eligible customers.
• Strong analytical and information synthesis skills and ability to make well-supported recommendations for planning and decision-making.