Supervisor Program Delivery

Purpose

Under direction of management, plans and directs the work of a team responsible for customer facing programs designed to support customer choice and frictionless adoption of a carbon free technologies. Provides oversight for and participates in the design and implementation of programs based on objectives set by enterprise strategy. The role is a key contributor to advancing the delivery of programs and services that align to SMUD's vision, strategic directives and goals.

Nature and Scope

This is a front-line supervisory role that provides guidance and subject matter expertise to a team of individual contributors. The position directs work in alignment with broader strategies, policies, and directives of its division. The position consults with and takes direction from the second level manager and senior management and serves as a member of the division’s management team.

Duties and Responsibilities

• Provides direction and oversight for the daily functions, operations, and activities of a team of highly skilled and technical employees and consultants responsible for implementing and delivering carbon reduction, as well as other customer-facing programs.
• Assesses program integrity and quality and drives operational and process improvements.
• Provides oversight of and removes barriers to enhance customer experience.
• Ensures marketing plan and customer experience initiatives are delivered and aligned with portfolio goals through prioritization, relationship building, troubleshooting, and removing roadblocks for the team.
• Hires, trains, develops, and evaluates team members; fosters an environment where employees can bring their full selves to work, are engaged, and high performing.
• Prioritizes and adjusts a continuously shifting portfolio of programs and balances the associated workload across the team.
• Partners with stakeholders, including management, to prioritize resources and most efficiently utilize them across the organization to accomplish common goals.
• Engages in a collaborative relationship with Enterprise Strategy counterparts to design, roll out, and evaluate new programs.
• Serves as the interface with internal departments, such as: customer, marketing, IT, finance, human resources, strategy, etc.
• Monitors program budgets and updates forecasts to stay within the organization’s financial goals.
• Evaluates effectiveness of various programs and portfolios, making recommendations as needed to ensure metrics are appropriate and being met.
• Provides contract management oversight for contracts under the portfolio.
• Provides oversight to the development of Request for Proposals (RFP) to obtain professional services and materials to support customer facing programs.
• Delivers presentations to the public, peers, and colleagues up to the executive level.
• Performs other related duties as needed to include working outside of typical business hours when necessary.

Required Education

• High school diploma or equivalency

Required Experience Qualifications

• At least five (5+) years of progressively responsible relevant work experience in customer program implementation and delivery, sales/marketing or in specialty area such as customer segmentation, product development, product management, pricing, research, or finance, including at least two (2+) years of experience in a supervisory and/or lead role.

Knowledge Of

• Customer facing program and implementation plans; market research; customer services practices and approaches; operation and management fundamentals; concepts related to evaluating and recording performance results; methods and techniques for planning, organizing and overseeing work activities; methods and techniques for training staff; practices for delegating, assigning and reviewing work assignments; techniques and concepts related to teamwork; techniques for exercising supervision and authority; methods and techniques for report preparation and writing; techniques and practices for negotiating; techniques and strategies for public speaking; techniques related to customer relations; fundamentals and practices for contract management; concepts and fundamentals related to change management; concepts and fundamentals related to implementing problem solutions; fundamentals and practices of economic evaluation of products and services; fundamentals and practices of various analytical approaches; techniques and approaches to problem-solving; techniques and practices for cost benefit analyses; complex computer systems and resources, electronic records, and database administration; procedures for metering and monitoring equipment; practices and procedures for utility metering, billing and financing; techniques for sales and marketing; safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards.

Skills To

• Understand basis for underlying costs and profitability for products/programs and customer segments; understand business and systems interfaces among products, services, marketing and communications, delivery channels, pricing, and revenue; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally; identify and assess training needs for staff; interact with others to influence and motivate; interpret SMUD policies, procedures, applicable MOUs and/or other special agreements; provide on-the-job training; compile and prepare technical, statistical and/or analytical reports and presentations; develop and conduct oral presentations to internal/external audiences; explain complex and/or controversial policies, regulations, procedures and/or activities internally/externally; express ideas/facts clearly and concisely one-on-one or to groups, taking into account the audience and nature of information; respond to and resolve customer issues, concerns and needs; evaluate and resolve complex technical or management issues; assess complex issues and develop/implement resolution alternatives; apply applicable laws, codes and regulations; evaluate and resolve complex technical issues; gather data from appropriate sources and identify relevant factors; prepare a business case to weigh the relative costs and benefits of a potential action; read and interpret plans, diagrams and specifications; schedule and prioritize own work assignments to meet expected timeframes; serve as a reference person for other employees; utilize advance computer systems and software relevant to the job.

Desirable Qualifications

• Bachelor's degree in business administration, public administration, engineering, or a related field.
• Experience developing or managing end-user customer electrification, energy efficiency, decarbonization, and/or comparable programs.
• Demonstrated experience leading cross-functional teams in a utility, public agency, or program delivery environment.
• Strong knowledge of trends and best practices in building electrification, demand-side management, and distributed energy resources.
• Proven success working with diverse customer groups and designing programs that center on equity and inclusion.
• Experience developing and monitoring program budgets, performance metrics, and contracts.
• Excellent verbal and written communication skills, including experience delivering presentations to stakeholders and executive audiences.
• Proficiency in program or project management methodologies and tools.
• Experience collaborating with regulatory agencies, community organizations, or industry partners on sustainability or clean energy initiatives.

Physical Requirements