California Public Utilities Commission
Staff Services Manager I
California Public Utilities Commission, San Francisco, California, United States, 94199
Overview
Under the general direction of the Staff Services Manager II of the Consumer Affairs Branch (CAB), the Staff Services Manager I (SSM I) is responsible for planning, organizing, managing, and directing the activities of the written contacts unit team members within the operations teams. The SSM I will direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. CABs primary responsibilities are to assist consumers in resolving informal complaints with a utility in accordance with the utilitys rules and the Commissions policies and to answer consumers questions regarding utility service and billing. The incumbent will lead/direct/manage a team and will be responsible for collecting both qualitative and quantitative data from customers and utilities to help resolve customer complaints against CPUC regulated utilities. The SSM I will assist the SSM II in identifying emerging consumer issues and recommend policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. The SSM I will also assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues. Responsibilities Plan, organize, manage, and direct the activities of the written contacts unit team members within the CAB operations teams. Direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. Lead in collecting qualitative and quantitative data from customers and utilities to help resolve consumer complaints against CPUC regulated utilities. Manage workflow and contribute to creating new processes and implementing novel protocols for a team that conducts in-depth analysis and research into customer complaints, coordination with utilities and other CPUC Divisions, and analysis and implementation of CPUC Codes, policies, and procedures affecting relevant customer complaints. Assist the SSM II in identifying emerging consumer issues and suggest policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. Assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues.
Salary and Benefits
Base pay range : $7,172.00 - $8,910.00 New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable. Position Details
Job Code : JC-490084 Position #(s) : 680-163-4800-002 Working Title : Staff Services Manager I Classification : STAFF SERVICES MANAGER I Number of Positions : 1 Work Location : United States Telework : Hybrid Job Type : Permanent, Full Time Department Information
The CPUC's External Affairs Division is a dynamic team of nearly 100 individuals committed to championing our mission of providing essential utility services for all Californians. As strategic agency partners, we prioritize building trust, fostering engagement, connecting teams, and delivering impactful results. Our division oversees seven key functions: Public & Media Relations Creative Services Consumer Advocacy Internal & Executive Communications Strategic Programs & Partnerships Local Government & Community Engagement Public Participation & Engagement
Together, we craft compelling narratives, establish valuable partnerships, and foster connections that resonate across California. Join us in making a difference and delivering results that truly matter. Department Website: http://www.cpuc.ca.gov Job Description And Duties
Individuals interested in applying for this vacancy must have eligibility. If you are new to state service or need to gain eligibility to this classification, please click here to open the examination bulletin and follow the instructions on How to apply. The examination is a separate process from applying for this vacancy. Please be sure to follow all instructions for each process. Virtual interviews via web portals or phone may be offered as deemed appropriate and feasible by the hiring manager standard in-person interviews will still be offered if conditions permit. Under the general direction of the Staff Services Manager II of the Consumer Affairs Branch (CAB), the Staff Services Manager I (SSM I) is responsible for planning, organizing, managing, and directing the activities of the written contacts unit team members within the operations teams. The SSM I will direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. CABs primary responsibilities are to assist consumers in resolving informal complaints with a utility in accordance with the utilitys rules and the Commissions policies and to answer consumers questions regarding utility service and billing. The incumbent will lead/direct/manage a team and will be responsible for collecting both qualitative and quantitative data from customers and utilities to help resolve customer complaints against CPUC regulated utilities. This position will focus on managing the workflow, contribute to and participate in creating new processes and implementing novel protocols of a team that will be required to conduct in depth analysis and research into customers complaints, coordination with utilities and other CPUC Divisions in addition to analysis and implementation of CPUC Codes, policies, and procedures to relevant customer complaints. The SSM I will assist the SSM II in identifying emerging consumer issues and recommend policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. The SSM I will also assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues. You will find additional information about the job in the Duty Statement. Special Requirements
Prepare and submit a response for each question below. The SOQ should provide specific details and examples that clearly demonstrate how your training, experience, and education qualifies you for the position. Refer to the job description and duties, and duty statement to prepare your response. Applicants who do not submit a completed SOQ and writing that exceeds the page limit will not be considered or scored. All information in the SOQ is subject to verification. The SOQ must be no smaller than 11-point Arial font, single-spaced, and no more than two pages. Describe your experience presenting policy recommendations using data you developed or analyzed, research you conducted, and software or other tools you used to develop the recommendations. Describe your experience producing written work products including items such as: technical reports, testimony, presentations, and comments on regulatory issues that clearly demonstrate your ability to communicate complex and controversial issues to decision makers. Describe your experience developing and maintaining positive working relationships with individual team members, management and colleagues, as well as coordinating effectively with staff in other divisions or sections to complete work products.
For helpful guidance on writing an effective SOQ, please see the Work4CA guide. It is strongly encouraged to apply through your CalCareer Account at
www.jobs.ca.gov . Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing. If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma. An official transcript will be required prior to appointment. Applicants who completed their education outside the United States (with foreign degrees/transcripts) must obtain and submit verification of United States course/degree equivalency by the application deadline. Foreign education credential evaluation services can be found at https://www.naces.org Employment information on the STD 678 state application MUST be complete with dates, duties and responsibilities, and contact names and phone numbers of supervisors. Resumes, or referring to resumes, will not be accepted in place of the completed STD 678. Applicants who fail to submit a completed STD 678 will not be considered. Only the most qualified candidates will be invited to an interview. Per CCR 249.3, this job control may be used to fill subsequent vacancies. Application Instructions: Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Final Filing Date: 9/5/2025. Who May Apply: Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. How To Apply: Complete Application Packages (including your Examination/Employment Application STD 678) and applicable or required documents must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below. Address for Mailing Application Packages: Public Utilities Commission, N/A, Attn: Human Resources Division, 505 Van Ness Ave, Room 3008, San Francisco, CA 94102 Address for Drop-Off Application Packages: Public Utilities Commission, N/A, Human Resources Division, 505 Van Ness Ave, Room 3008, San Francisco, CA 94102 Hours: Monday to Friday Except Holidays, 08:00 AM - 05:00 PM Required Application Package Documents
Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position. Resume is required and must be included. Statement of Qualifications - A Statement of Qualifications (SOQ) is required. Please see Special Requirements for instructions.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting. #J-18808-Ljbffr
Under the general direction of the Staff Services Manager II of the Consumer Affairs Branch (CAB), the Staff Services Manager I (SSM I) is responsible for planning, organizing, managing, and directing the activities of the written contacts unit team members within the operations teams. The SSM I will direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. CABs primary responsibilities are to assist consumers in resolving informal complaints with a utility in accordance with the utilitys rules and the Commissions policies and to answer consumers questions regarding utility service and billing. The incumbent will lead/direct/manage a team and will be responsible for collecting both qualitative and quantitative data from customers and utilities to help resolve customer complaints against CPUC regulated utilities. The SSM I will assist the SSM II in identifying emerging consumer issues and recommend policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. The SSM I will also assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues. Responsibilities Plan, organize, manage, and direct the activities of the written contacts unit team members within the CAB operations teams. Direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. Lead in collecting qualitative and quantitative data from customers and utilities to help resolve consumer complaints against CPUC regulated utilities. Manage workflow and contribute to creating new processes and implementing novel protocols for a team that conducts in-depth analysis and research into customer complaints, coordination with utilities and other CPUC Divisions, and analysis and implementation of CPUC Codes, policies, and procedures affecting relevant customer complaints. Assist the SSM II in identifying emerging consumer issues and suggest policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. Assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues.
Salary and Benefits
Base pay range : $7,172.00 - $8,910.00 New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable. Position Details
Job Code : JC-490084 Position #(s) : 680-163-4800-002 Working Title : Staff Services Manager I Classification : STAFF SERVICES MANAGER I Number of Positions : 1 Work Location : United States Telework : Hybrid Job Type : Permanent, Full Time Department Information
The CPUC's External Affairs Division is a dynamic team of nearly 100 individuals committed to championing our mission of providing essential utility services for all Californians. As strategic agency partners, we prioritize building trust, fostering engagement, connecting teams, and delivering impactful results. Our division oversees seven key functions: Public & Media Relations Creative Services Consumer Advocacy Internal & Executive Communications Strategic Programs & Partnerships Local Government & Community Engagement Public Participation & Engagement
Together, we craft compelling narratives, establish valuable partnerships, and foster connections that resonate across California. Join us in making a difference and delivering results that truly matter. Department Website: http://www.cpuc.ca.gov Job Description And Duties
Individuals interested in applying for this vacancy must have eligibility. If you are new to state service or need to gain eligibility to this classification, please click here to open the examination bulletin and follow the instructions on How to apply. The examination is a separate process from applying for this vacancy. Please be sure to follow all instructions for each process. Virtual interviews via web portals or phone may be offered as deemed appropriate and feasible by the hiring manager standard in-person interviews will still be offered if conditions permit. Under the general direction of the Staff Services Manager II of the Consumer Affairs Branch (CAB), the Staff Services Manager I (SSM I) is responsible for planning, organizing, managing, and directing the activities of the written contacts unit team members within the operations teams. The SSM I will direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. CABs primary responsibilities are to assist consumers in resolving informal complaints with a utility in accordance with the utilitys rules and the Commissions policies and to answer consumers questions regarding utility service and billing. The incumbent will lead/direct/manage a team and will be responsible for collecting both qualitative and quantitative data from customers and utilities to help resolve customer complaints against CPUC regulated utilities. This position will focus on managing the workflow, contribute to and participate in creating new processes and implementing novel protocols of a team that will be required to conduct in depth analysis and research into customers complaints, coordination with utilities and other CPUC Divisions in addition to analysis and implementation of CPUC Codes, policies, and procedures to relevant customer complaints. The SSM I will assist the SSM II in identifying emerging consumer issues and recommend policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. The SSM I will also assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues. You will find additional information about the job in the Duty Statement. Special Requirements
Prepare and submit a response for each question below. The SOQ should provide specific details and examples that clearly demonstrate how your training, experience, and education qualifies you for the position. Refer to the job description and duties, and duty statement to prepare your response. Applicants who do not submit a completed SOQ and writing that exceeds the page limit will not be considered or scored. All information in the SOQ is subject to verification. The SOQ must be no smaller than 11-point Arial font, single-spaced, and no more than two pages. Describe your experience presenting policy recommendations using data you developed or analyzed, research you conducted, and software or other tools you used to develop the recommendations. Describe your experience producing written work products including items such as: technical reports, testimony, presentations, and comments on regulatory issues that clearly demonstrate your ability to communicate complex and controversial issues to decision makers. Describe your experience developing and maintaining positive working relationships with individual team members, management and colleagues, as well as coordinating effectively with staff in other divisions or sections to complete work products.
For helpful guidance on writing an effective SOQ, please see the Work4CA guide. It is strongly encouraged to apply through your CalCareer Account at
www.jobs.ca.gov . Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing. If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma. An official transcript will be required prior to appointment. Applicants who completed their education outside the United States (with foreign degrees/transcripts) must obtain and submit verification of United States course/degree equivalency by the application deadline. Foreign education credential evaluation services can be found at https://www.naces.org Employment information on the STD 678 state application MUST be complete with dates, duties and responsibilities, and contact names and phone numbers of supervisors. Resumes, or referring to resumes, will not be accepted in place of the completed STD 678. Applicants who fail to submit a completed STD 678 will not be considered. Only the most qualified candidates will be invited to an interview. Per CCR 249.3, this job control may be used to fill subsequent vacancies. Application Instructions: Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Final Filing Date: 9/5/2025. Who May Apply: Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. How To Apply: Complete Application Packages (including your Examination/Employment Application STD 678) and applicable or required documents must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below. Address for Mailing Application Packages: Public Utilities Commission, N/A, Attn: Human Resources Division, 505 Van Ness Ave, Room 3008, San Francisco, CA 94102 Address for Drop-Off Application Packages: Public Utilities Commission, N/A, Human Resources Division, 505 Van Ness Ave, Room 3008, San Francisco, CA 94102 Hours: Monday to Friday Except Holidays, 08:00 AM - 05:00 PM Required Application Package Documents
Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position. Resume is required and must be included. Statement of Qualifications - A Statement of Qualifications (SOQ) is required. Please see Special Requirements for instructions.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting. #J-18808-Ljbffr