• Develops and maintains a trusted advisor relationship with existing customers and stakeholders to enhance customer experience and retention • Collaborates with multiple internal stakeholders and external vendor partners to ensure best in class customer service and benefit solutions delivered efficiently and effectively • Facilitates client meetings to advise and advance resolution of open action items and/or provide routine status updates • Facilitates the process for new benefit changes on behalf of client and provide direction on how those changes need to be implemented • Responds to client inquiries, issues and concerns in a timely, concise and accurate manner • Provides clients with system support and collaboration tools • Supports client renewal activities in partnership with the Account Executive and Clinical Account Executive • Supports clients by executing regular account maintenance such as reporting, member-specific requests, open enrollment support and other tasks as needed • This role may require participation in conference calls, attendance at meetings or, travel outside of normal business hours • Other duties as assigned

• Take part in new client integrations and manage one or several accounts simultaneously; • Act as the main point of contact between clients and internal support teams; • Ensure support processes meet agreed KPIs, SLAs, QA standard; • Monitor service quality, team discipline, and performance via internal and external QA tools; • Analyze key metrics, prepare reports, and identify areas for improvement; • Gather client feedback and translate it into actionable improvements for internal teams; • Work closely with internal teams to ensure seamless service delivery; • Maintain internal product and process documentation; • Support hiring, onboarding, and professional growth of team members; • Take a leadership role within projects and contribute to long-term client success.

• Take part in new client integrations and manage one or several accounts simultaneously; • Act as the main point of contact between clients and internal support teams; • Ensure support processes meet agreed KPIs, SLAs, QA standard; • Monitor service quality, team discipline, and performance via internal and external QA tools; • Analyze key metrics, prepare reports, and identify areas for improvement; • Gather client feedback and translate it into actionable improvements for internal teams; • Work closely with internal teams to ensure seamless service delivery; • Maintain internal product and process documentation; • Support hiring, onboarding, and professional growth of team members; • Take a leadership role within projects and contribute to long-term client success.

Requisition ID # 169116 Job Category: Engineering / Science; Maintenance / Construction / Operations; Project / Program Management Job Level: Senior Manager Business Unit: Electric Engineering Work Type: Job Location: Fresno; Alameda; Alta; American Canyon; Angels Camp; Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch Camp; Bay Point; Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French Camp; Fulton; Garberville; Geyserville; Gilroy; Goodyear; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Novato; Oakdale; Oakhurst; Oakland; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Sacramento; Salida; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City Summary: The Electric Engineering Services job family provides strategic leadership, direction, and development of the full life cycle management of the Substation system, Transmission Line maintenance and construction or Transmission Bulk Electric System (BES). Incumbents lead the development and management of projects, design engineering, process improvement, work planning and analysis and manage ongoing relationships with internal and external partners. Incumbents are also responsible to ensure employees adhere to all company and regulatory safety practices and policies. 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. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.​ A reasonable salary range is: - Minimum Base Salary (Bay Area) $163,000.00 - Mid Base Salary (Bay Area) $220,000.00 - Maximum Base Salary (Bay Area) $277,000.00 - Minimum Base Salary (California) $155,000.00 - Mid Base Salary (California) $209,000.00 - Maximum Base Salary (California) $263,000.00 Responsibilities: - Oversees Transmission Project Management by providing strategic direction for 1000 -2000 capital projects. Responsible for the overall management of scope, schedule, and cost. Building relationships across the organization with stakeholders in the Construction, Test, SCADA, Automation and Protection departments. Identifies gaps in existing processes and drives process improvement. - Monitors the overall Capital Budget for Electric Transmission Engineering spend. Reviews planned rate verse actual rates and makes adjustments as needed. Holds weekly conference calls or other types of recurring meetings to check budget actual verses target. - Manages Transmission Engineering to drive improvements in efficiency and quality by driving improvement and deconstructing and restructuring processes when necessary, so that they fit the work at hand. - Strategically plans resource allocation and utilization in engineering teams. Looks at projected workload verses existing internal resources and makes appropriate contracting and staffing allocation decisions. Leads process improvement initiatives and projects internally to the department and participates broadly in related initiatives across the line of business. Benchmarks internally and externally to PG&E on project management and engineering practices. May present papers at project management and engineering conferences or participate in other industry activities. - Manages staff to accomplish results through effective recruitment and selection, training and development, performance management and rewards and recognition. - Develops and manages department budget regularly monitoring expenses against forecast, providing explanation or justification for budget items and/or variances. Qualifications: Minimum: - Bachelor’s Degree - 8 years of progressive experience in either Project Management or Engineering. - 5 years of experience supervising either a Project Management function or Engineering function. Desired: - PE License, PMP Certification - Engineering and operational knowledge to effectively develop and manage department functions, especially knowledge of transmission operations and substations. - Strategic, visionary thinking and problem-solving ability. - Knowledge of bargaining unit processes and their impact on organizational operations. - Knowledge of California and Federal regulatory requirements such as Federal Energy Regulatory Commission (FERC), North American Electric Reliability Corporation (NERC), Western Electricity Coordinating Council (WECC), California Public Utilities Commission (CPUC), and California Independent System Operator (CAISO). - Excellent written and oral communication skills. - Strong leadership and presentation skills. - Excellent interpersonal, influence, negotiation, and collaboration skills.