The Customer Relations Division of Pasadena Water & Power Department is seeking a highly engaged and experienced manager to direct, plan, and organize a variety of customer programs to meet the department's strategic, business and regulatory goals. The types of customer programs this position is responsible for may include: energy efficiency; distributed resources and storage; electrification; research, development, and demonstration projects; and assistance for low-income customers (collectively called Public Benefit Change or "PBC" programs). This position is responsible for identifying gaps in service delivery and for developing and implementing programmatic and systematic solutions.
The ideal candidate will be an experienced, strong manager that possesses a high degree of technical competency and knowledge of utility industry trends, best practices and regulatory requirements related to electric utility efficiency, electrification, and the full range of PBC. A major function of this position is increasing public awareness of the Utility's customer programs, therefore, the ideal candidate will demonstrate a highly developed customer service focus and has experience in working with community and special interest groups.
• Contributes to the development of and monitors performance against the annual department budget. • Participates in formulating and implementing goals and objectives to achieve strategic objectives for a wide variety of customer programs, such as energy audits, installation of electrification or efficiency measures and onsite water capture and reuse programs. • Leads and directs staff and outside consulting resources in the development and application of new methods and processes to achieve higher efficiency, productivity and customer service in work processes. • Researches and evaluates the needs and interests of various customer groups and performs program level cost-benefit analysis assessments. • Monitors legislation and regulations applicable to assigned customer program activities; evaluates impacts on City programs and operations; develops recommended responses and proposals. • Represents the City at community events and workshops and in regulatory agency, interagency, industry and professional meetings. • Prepares and contributes to a wide variety of compliance and other reports to internal and external agencies.
• Strong customer focus when formulating new program recommendations and when communicating the City's positioning to community groups regarding the programs objectives and features. • Ability to handle conflict in strained situations with staff and/or customers or stakeholders. • Allocates resources to maximize organizational effectiveness when researching, developing or implementing new conservation or energy efficiency programs. • Strong ability to manage the performance of their assigned team to ensure effective performance. • The ability to make a decision on the optimal course of action when presented with new legislation or regulatory requirements that applies to the City's utility. • Possesses industry monitoring skills that allow for a strong understanding of the external political, economic, competitive, and social factors affecting the utility industry.
Graduation from an accredited four-year college or university with major coursework in earth or plant sciences, economics, business administration, engineering or another relevant field
A minimum of six years of progressively responsible experience in green building, water or energy conservation programs, electrification and/or in informing and educating the public on public policy issues
An equivalent combination of training and experience. Experience in a public agency is preferred.
The following certifications are highly desirable: Energy Conservation: Certified Energy Analyst or Manager; LEED Accredited Professional