Senior Incentive & Enrollment Analyst

Requisition ID# 165093

Job Category: Business Operations / Strategy

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview:

In Customer Enterprise & Solutions (C&ES), we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. PG&E's Customer Programs team is responsible for designing, implementing and administering customer demand side management programs, including energy efficiency, rate programs and customer tools that help PG&E customers in Northern and Central California manage the energy use of their homes and businesses. PG&E has been a national leader in energy efficiency since 1976 and continues to recruit and develop individuals to carry the company's legacy of effective energy efficiency, rates programs and customer tools on into the future.

The Income Qualified Programs and Disadvantaged Communities (IQP) department within Customer Experience manages a suite of programs intended to benefit income-qualified households and disadvantaged communities (DACs) across PG&E's service territory.

Position Summary:

The Incentive & Enrollment Analyst for the Self-Generation Incentive Program (SGIP) Operations will act as a subject matter expert, team lead for processors and collaborate with program managers and customer representatives to provide solutions and application processing support to the SGIP program, which provides financial rebates to residential and business customers installing battery storage systems. This role involves ensuring compliance with SGIP program requirements, providing customer support, and maintaining accurate records. The analyst will work closely with internal teams and external stakeholders to facilitate the efficient operation of the SGIP Program.

The ideal candidate will have a strong background in systems thinking and process management/optimization, experience managing a high-performing team and meeting performance metrics, and a creative approach to problem-solving. Proactive identification of process improvement opportunities and a relentless drive to clarify, anticipate, and meet the needs of internal and external customers will be critical to success in this role.

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.

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.

A reasonable salary range is:

Bay Area Minimum: $82,000

Bay Area Maximum: $124,000

Job Responsibilities:

• Serve as a subject matter expert for SGIP and other programs and review applications, ensuring all required documents are submitted and meet program criteria. Manage daily application workflows to meet or exceed metrics.
• Assist in leading a dynamic and high-performing team, working to ensure high employee engagement and team achievement of key performance indicators.
• Exceptional customer service to applicants through phone calls, emails, and other correspondence. Address inquiries and resolve issues related to the application process.
• Analyze application data to track program performance and generate reports. Identify trends and areas for improvement in the application process.
• Ensure all applications comply with SGIP guidelines and regulatory requirements. Maintain accurate and organized records of all applications and related documentation.
• Work collaboratively with internal teams, including marketing, customer service, and IT, as well as external partners by providing high-quality support and solutions.
• Collaborate with all parties to resolve operational issues and identify root causes; research and respond to customer inquiries via email or telephone.
• Identify and advocate process improvements to increase productivity.
• Perform and enforce quality assurance measures.
• Act as a thought leader, applying extensive unique subject matter expertise in the development of strategy or resolution of complex issues.
• Anticipate issues and develop innovative solutions.
• Train and mentor employees.
• Sign up to serve in the Operations Emergency Center (OEC) during activations.

Qualifications:

Minimum:

• Bachelor's degree in business administration, Environmental Science, Engineering, or a related field or equivalent work experience.
• 4 years' experience in any combination of application processing, or equivalent experience
• Intermediate to advanced knowledge of Excel, Word, PowerPoint, and other tools

Desired:

• Understanding of the Self-Generation Incentive Program (SGIP) and related regulatory requirements.
• Familiarity with renewable energy technologies and/or utility-administered incentive programs.

• Experience as a team lead

Capabilities:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Effective and strategic communication, written and verbal
• Proven ability to learn complex programs
• Strong, proven relationship building capabilities with internal and external partners
• A commitment to proactive, high quality customer service while resolving issues, including escalations
• Excellent time management and prioritization skills
• Ability to make operational decisions to build and/or align resources on complex initiatives and projects
• Demonstrated diligence in documentation and tracking
• Strong critical thinking skills with a demonstrated record of making strategic and operational decisions with positive outcomes
• Ability to demonstrate knowledge and experience in Lean principles and practices
• Ability to initiate and lead efforts with internal and external partners to resolve program issues
• Proficient in Salesforce
• Proficient in CC&B; PG&E's Customer Billing System