City and County of San Francisco
Customer Planning Manager Power Enterprise SFPUC
City and County of San Francisco, San Francisco, California, United States, 94199
Job Description
The Power Enterprise operates SFPUC's two clean power services, Hetch Hetchy Power and CleanPowerSF. We provide clean, affordable, and reliable electricity for thousands of residents and businesses throughout San Francisco and in seven other counties where the City has powered infrastructure. The Customer Engagement Group is Power Enterprise’s main point of contact for Customers. This group is responsible for intake and resolution of all customer requests to facilitate customer access to SFPUC resources. This group supports strategic and capital project planning, leads Power affordability policies and also markets Hetch Hetchy Power and CleanPowerSF retail services through outreach and engagement with existing, new, and relocating customers.
Under direction, the Customer Planning Manager leads, coordinates, and supports service planning, customer relationship management software development, affordability policies and grant management, as well as electrification efforts in support of City climate objectives.
The essential duties of this position include, but are not limited to the following:
Support Capital Investment Readiness: Convene stakeholders and identify pathways for large-scale capital investments in support of meeting City climate objectives and providing timely electrical service.
Manage professional service contracts related to service offerings; Oversee customer relationship management systems contracts, development, and implementation.
Develop low-income policy plan and policies, gain executive management approval, develop associate workplans for other Power business units, begin implementation and piloting of approaches; policy and approach presented to SFPUC Commission
Service planning for load growth associated with Electric Vehicle Service Equipment installation, investment, and grant opportunities, including City fleet needs.
Serve as the customer data privacy administrator for the Hetch Hetchy program.
Supervises and develops junior staff.
Develop standard operating procedures, training programs and materials to implement programs, train staff, and provide customer guidance on policies, program procedures, and compliance issues.
Prepares persuasive written and oral analyses, reports, and presentations
Identifies operational and business constraints; develops and recommends strategies to mitigate risks and improve operability, affordability, and financial stability.
Supports the development of the annual planning and levels of service initiatives; develops and implements a KPI metrics and evaluative policy; assists in the delivery of customer engagement group responsibilities within the Power enterprise business plan.
Researches, analyzes, forecasts, and makes policy recommendations on special projects or highly visible public issues including administrative policies, practices, and procedures; manages implementation of new systems, policies, and procedures.
Monitor and support the implementation of Power rules, policy directives and contractual constraints to ensure that customer needs are met effectively.
Related duties as assigned.
The ideal candidate is a strategic, collaborative leader with strong critical thinking skills and a track record of driving innovation in electric utility service planning and customer programs. They bring deep experience in utility operations, project and team management, and the administration and development of customer relationship management systems. This candidate excels at analyzing complex situations, identifying practical solutions, and aligning affordability policies, grant opportunities, and electrification initiatives with broader climate and equity objectives. They are an effective communicator, skilled at working across departments and with diverse stakeholders, and are passionate about advancing clean energy and delivering high-quality public service.
Qualifications: Qualifications
Education
: Possession of a baccalaureate degree from an accredited college or university AND
Experience
: Seven (7) years of full-time equivalent experience performing professional level analytical work. Qualifying professional-level analytical work includes analysis, development, administration, and reporting in major programs and functions of an organization in the areas of budgets, contracts, grants, policy, or other functional areas related to the duties of positions in the 182X Class series.
Substitution:
Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major coursework in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in the Class series may be substituted for one (1) year of required experience.
Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of 2 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.
One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
**
Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. **
Desirable Qualifications:
The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.
Master's Degree with coursework in Critical Thinking, Strategic Design, Business Administration, or a related field
Administration and/or Development experience with Enterprise Resource Planning or Customer Relationship Management software
Long range operational planning experience in an energy related field
Development of operational handbooks, manuals, or other guidance documents, beyond SOPs, for multi-team reference and use
Three years of supervisory experience
Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.
Verification:
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at How to Verify Education Requirements
Note:
Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.
All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.
Resumes will not be accepted in lieu of a completed City and County of San Francisco application.
Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.
Selection Procedures:
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:
Supplemental Questionnaire Examination (Weight: 100%):
Candidates who meet minimum qualifications will be invited via a separate link to complete the Supplemental Questionnaire Examination. The purpose of the Supplemental Questionnaire Examination is to evaluate the experience, knowledge, skills and abilities that candidates possess in job-related areas, which have been identified as critical for this position and include, but are not limited to:
Knowledge of customer relationship management systems
Knowledge of local, state, and federal laws and regulations related to electric utility operations and service and contract agreements
Ability to conduct electric utility service planning and manage professional service contracts related to service offerings
Ability to monitor and improve operational processes, make recommendations with appropriate justification and develop/implement a plan of action
Ability to develop and implement policies, procedures, and trainings
Ability to communicate clearly, concisely and in a well-organized and effective manner, both orally and in writing, including the ability to prepare reports and compliance documentation
Ability to establish and maintain effective working relationships with departmental staff, representatives of other agencies and the public
Ability to oversee and direct the work of subordinate staff, including leading or coordinating work across groups to resolve issues
A passing score must be achieved on the Supplemental Questionnaire Examination in order to continue in the selection process and be placed on the eligible list.
Candidates will be placed on the eligible list in rank order according to their final score. Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.
The department may administer additional position-specific selection procedures to make final hiring decisions.
Additional Information
Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.
The duration of the eligible list resulting from this examination process will be of 12 months, and may be extended with the approval of the Human Resources Director.
Certification:
The certification rule for the eligible list resulting from this examination will be Rule of Three Scores.
Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/.
The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.
Additional Information Regarding Employment with the City and County of San Francisco:
Information About the Hiring Process
Conviction History
Employee Benefits Overview
Equal Employment Opportunity
Disaster Service Worker
ADA Accommodation
Veterans Preference
Seniority Credit in Promotional Exams
Right to Work
Copies of Application Documents
Diversity Statement
HOW TO APPLY
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov and begin the application process.
• Select the “Apply Now” button and follow instructions on the screen
Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).
Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records.
Failure to receive this email means that the online application was not submitted or received.
Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst, Stefanie Lim, at SMLim@sfwater.org or 415-916-6632.
The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.
The Power Enterprise operates SFPUC's two clean power services, Hetch Hetchy Power and CleanPowerSF. We provide clean, affordable, and reliable electricity for thousands of residents and businesses throughout San Francisco and in seven other counties where the City has powered infrastructure. The Customer Engagement Group is Power Enterprise’s main point of contact for Customers. This group is responsible for intake and resolution of all customer requests to facilitate customer access to SFPUC resources. This group supports strategic and capital project planning, leads Power affordability policies and also markets Hetch Hetchy Power and CleanPowerSF retail services through outreach and engagement with existing, new, and relocating customers.
Under direction, the Customer Planning Manager leads, coordinates, and supports service planning, customer relationship management software development, affordability policies and grant management, as well as electrification efforts in support of City climate objectives.
The essential duties of this position include, but are not limited to the following:
Support Capital Investment Readiness: Convene stakeholders and identify pathways for large-scale capital investments in support of meeting City climate objectives and providing timely electrical service.
Manage professional service contracts related to service offerings; Oversee customer relationship management systems contracts, development, and implementation.
Develop low-income policy plan and policies, gain executive management approval, develop associate workplans for other Power business units, begin implementation and piloting of approaches; policy and approach presented to SFPUC Commission
Service planning for load growth associated with Electric Vehicle Service Equipment installation, investment, and grant opportunities, including City fleet needs.
Serve as the customer data privacy administrator for the Hetch Hetchy program.
Supervises and develops junior staff.
Develop standard operating procedures, training programs and materials to implement programs, train staff, and provide customer guidance on policies, program procedures, and compliance issues.
Prepares persuasive written and oral analyses, reports, and presentations
Identifies operational and business constraints; develops and recommends strategies to mitigate risks and improve operability, affordability, and financial stability.
Supports the development of the annual planning and levels of service initiatives; develops and implements a KPI metrics and evaluative policy; assists in the delivery of customer engagement group responsibilities within the Power enterprise business plan.
Researches, analyzes, forecasts, and makes policy recommendations on special projects or highly visible public issues including administrative policies, practices, and procedures; manages implementation of new systems, policies, and procedures.
Monitor and support the implementation of Power rules, policy directives and contractual constraints to ensure that customer needs are met effectively.
Related duties as assigned.
The ideal candidate is a strategic, collaborative leader with strong critical thinking skills and a track record of driving innovation in electric utility service planning and customer programs. They bring deep experience in utility operations, project and team management, and the administration and development of customer relationship management systems. This candidate excels at analyzing complex situations, identifying practical solutions, and aligning affordability policies, grant opportunities, and electrification initiatives with broader climate and equity objectives. They are an effective communicator, skilled at working across departments and with diverse stakeholders, and are passionate about advancing clean energy and delivering high-quality public service.
Qualifications: Qualifications
Education
: Possession of a baccalaureate degree from an accredited college or university AND
Experience
: Seven (7) years of full-time equivalent experience performing professional level analytical work. Qualifying professional-level analytical work includes analysis, development, administration, and reporting in major programs and functions of an organization in the areas of budgets, contracts, grants, policy, or other functional areas related to the duties of positions in the 182X Class series.
Substitution:
Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major coursework in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in the Class series may be substituted for one (1) year of required experience.
Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of 2 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.
One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
**
Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. **
Desirable Qualifications:
The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.
Master's Degree with coursework in Critical Thinking, Strategic Design, Business Administration, or a related field
Administration and/or Development experience with Enterprise Resource Planning or Customer Relationship Management software
Long range operational planning experience in an energy related field
Development of operational handbooks, manuals, or other guidance documents, beyond SOPs, for multi-team reference and use
Three years of supervisory experience
Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.
Verification:
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at How to Verify Education Requirements
Note:
Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.
All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.
Resumes will not be accepted in lieu of a completed City and County of San Francisco application.
Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.
Selection Procedures:
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:
Supplemental Questionnaire Examination (Weight: 100%):
Candidates who meet minimum qualifications will be invited via a separate link to complete the Supplemental Questionnaire Examination. The purpose of the Supplemental Questionnaire Examination is to evaluate the experience, knowledge, skills and abilities that candidates possess in job-related areas, which have been identified as critical for this position and include, but are not limited to:
Knowledge of customer relationship management systems
Knowledge of local, state, and federal laws and regulations related to electric utility operations and service and contract agreements
Ability to conduct electric utility service planning and manage professional service contracts related to service offerings
Ability to monitor and improve operational processes, make recommendations with appropriate justification and develop/implement a plan of action
Ability to develop and implement policies, procedures, and trainings
Ability to communicate clearly, concisely and in a well-organized and effective manner, both orally and in writing, including the ability to prepare reports and compliance documentation
Ability to establish and maintain effective working relationships with departmental staff, representatives of other agencies and the public
Ability to oversee and direct the work of subordinate staff, including leading or coordinating work across groups to resolve issues
A passing score must be achieved on the Supplemental Questionnaire Examination in order to continue in the selection process and be placed on the eligible list.
Candidates will be placed on the eligible list in rank order according to their final score. Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.
The department may administer additional position-specific selection procedures to make final hiring decisions.
Additional Information
Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.
The duration of the eligible list resulting from this examination process will be of 12 months, and may be extended with the approval of the Human Resources Director.
Certification:
The certification rule for the eligible list resulting from this examination will be Rule of Three Scores.
Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/.
The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.
Additional Information Regarding Employment with the City and County of San Francisco:
Information About the Hiring Process
Conviction History
Employee Benefits Overview
Equal Employment Opportunity
Disaster Service Worker
ADA Accommodation
Veterans Preference
Seniority Credit in Promotional Exams
Right to Work
Copies of Application Documents
Diversity Statement
HOW TO APPLY
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov and begin the application process.
• Select the “Apply Now” button and follow instructions on the screen
Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).
Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records.
Failure to receive this email means that the online application was not submitted or received.
Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst, Stefanie Lim, at SMLim@sfwater.org or 415-916-6632.
The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.