Consumer Services and RSPF Program Manager - Principal Executive/Manager E
Oregon Public Utility Commission
Location: Salem, Oregon
Type: Full Time
Salary: $6285 - $9722/month
Are you in search of a rewarding career where you can be part of an organization that makes a difference in the lives of millions of Oregonians by ensuring utility customers have access to safe, reliable, and high-quality services at just and reasonable rates? Do you have strong leadership and team building skills? If so, please consider applying for this outstanding leadership opportunity!
The Oregon Public Utility Commission (PUC) is looking for an effective leader to manage the strategic and day-to-day activities of the agency’s Consumer Services and Residential Service Protection Fund (RSPF) sections. These sections provide specialized assistance to utility consumers, monitor the compliance of regulated utilities, and administer telephone assistance programs.
Celebrating more than 150 years of service to Oregonians, the PUC is responsible for the regulation of rates and services offered by Oregon’s investor-owned electric, natural gas, and telephone utilities, as well as select water companies. The agency also enforces electric and natural gas safety standards and handles utility-related dispute resolution on behalf of Oregon residents.
The PUC’s Consumer Services section answers thousands of calls annually from utility customers, responding to consumer’s concerns, questions, and complaints, including recovery of customer overcharges from utilities. Section staff assist callers and act as a liaison between the customer and their respective service provider. This section addresses regulated issues, as well as certain non-traditional consumer protection issues over which the Commission may have limited or no direct statutory authority. The PUC also helps customers recover overcharges from utilities.
The RSPF staff administer statewide programs that provide assistance to low-income residents via a free cell phone or discounted monthly telephone service and supports individuals with disabilities who need adaptive telecommunications equipment or services to communicate effectively.
The PUC offices are located in downtown Salem, in close proximity to the State Capitol. (NOTE: Per direction from Governor Kate Brown, currently, nearly all PUC employees are working remotely to assist in reducing COVID-19 in Oregon. The PUC is continuing to evaluate business and workplace needs for future remote, hybrid, and onsite work. The PUC will also follow future statewide guidance from the Governor and public health professionals.)
The PUC prides itself in being a great place to work, learn, and grow professionally. As a State of Oregon agency, we offer:
Benefit plans that pay up to 99 percent of the premium for health-related coverage of employees and dependents.
Membership in the Oregon Public Employee Retirement System (PERS) retirement plan.
Eleven (11) paid holidays per year; 24 hours of personal leave per year; vacation leave earned at a minimum rate of 8 hours per month and sick leave earned at a rate of 8 hours per month; and many other benefits.
The PUC is funded by assessment of the regulated natural gas, electric, telecommunication, and water utilities. More information about the Oregon Public Utility Commission can be found online at: www.oregon.gov/PUC.
What You Will Do:
This position provides leadership and direct management supervision to section staff who primarily provide specialized customer service to callers via the phone. This position establishes performance metrics, develops policies and procedures to be used in responding to or resolving consumer complaints and inquiries, and ensures program operations and objectives align with agency goals and objectives.
Major duties include:
Determines section operational benchmarks, conducts needs assessments, evaluates productivity and consumer-service standards. Conducts process improvement and implements and manages quality assurance activities.
Maintains and improves the section’s operations by monitoring staff performance, identifying and resolving problems, and completing performance evaluations and action plans.
Provides management direction regarding RSPF programs. Oversees the activities of the RSPF Program Manager to ensure efficient and effective delivery of services to low-income telephone customers, and to deaf and hearing/speech/mobility-impaired Oregon residents.
Evaluates compliance with applicable PUC administrative rules and utility pricing structures (also known as “tariffs” in the utility sector).
Manages the administration of the Oregon Lifeline Program and regulations issued by the Federal Communications Commission (FCC).
Participates with the RSPF Program Manager to develop and defend formal testimony in PUC proceedings, and responds to Legislative inquiries for the purpose of establishing both program plans and funding.
Provides reporting and assists PUC staff, Commissioners, Administrative Law Judges, and other internal partners with a variety of utility regulatory service topics.
How to Apply:
To submit a complete application, you must utilize the State of Oregon “Workday” recruitment system. Utilizing the Workday system:
1) Create a Workday account OR Login to your Workday account;
2) Complete and submit your electronic application; and
3) As an attachment to your Workday application, upload your current resume and cover letter. Your cover letter should be no more than two pages long and should address the above requested skills.
**If you are a current employee of the State of Oregon, you MUST apply through your internal State of Oregon employee Workday account and attach the required material.
Warning! The Workday system will timeout after 15 minutes of inactivity. You must submit your application after you begin the process. You cannot save your progress and come back to it later.
For more information about applying for positions with the State of Oregon via Workday, you may visit the Oregon job opportunities website at: www.oregon.gov/jobs ?
If you are a Veteran you may receive preference. If you checked that you are a Veteran, a request will be sent to your Workday inbox to submit your veteran’s DD214 form. Please check your Workday inbox regularly to avoid processing delays. Click here for more information about veterans’ preference.
How to Get Noticed:
Help your application rise to the top! Showcase your unique skills and experience in your resume and cover letter. Show us how YOU are the best candidate for this position.
Candidates whose training and/or experience most closely match the requirements and needs of the position, and who attach all necessary documents may be eligible for an interview. Submissions will be screened for consistency of information and communication skills at the professional level (clarity, conciseness, attention to detail, spelling, grammar, etc.).
Additional Information about Employment with PUC:
If you are hired, you may be required to provide facts about past employment and present financial interests if they could be connected with the businesses regulated by the PUC.
The PUC does not offer VISA sponsorships. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States.
This recruitment will be used to establish a list of qualified candidates; this list will be used to fill the current opening and may be used to fill other openings as they occur.
The pay and benefits on all announcements may change without notice.
The PUC is an Equal Opportunity, Affirmative Action Employer Committed to Workforce Diversity.
What the PUC is looking for in this Leadership Role:
A dedicated professional with three (3) years of management experience in a public or private organization which included responsibility for each of the following: a) development of program rules and policies, development of long- and short-range goals and plans, c) program evaluation and d) budget preparation;
Two (2) years of management experience in a public or private organization which included responsibility for each of the following: a) development of program rules and policies, b) development of long- and short-range goals and plans, c) program evaluation and d) budget preparation AND 45-48 quarter hours (30-32 semester hours) of graduate level coursework in management;
Three (3) years of professional experience as a program/project leader, assigning and reviewing work of professional staff (e.g., engineers, etc.) including project responsibility for developing goals and objectives, project evaluation, and monitoring and controlling or preparing a budget.
The most competitive candidates will demonstrate the following requested skills:
Work experience that provides technical understanding of regulated utility industry operations.
Work experience supervising customer service-focused operations and staff.
Work experience that demonstrates excellent written and verbal communication skills, including the ability to explain complex, technical, and nuanced information to the public stakeholders in plain language.
Work experience leading a strong team that is demonstrated by the effective design and implementation of team building skills, strategies, and proactively managing performance.
Work experience providing management direction and leadership in the planning, development, and administration of programs, policies, systems, and work processes.
Work experience providing timely, well-reasoned recommendations and advice to decision makers concerning complex policy or highly technical issues that involve the interweaving of the organizations’ operations and the jurisdiction of a local, State, or Federal Government regulatory body.
The State of Oregon requires all executive branch employees to complete their COVID-19 vaccination series or have an approved exception to the requirement due to a medical condition or sincerely held religious belief. Successful candidates for this position must submit vaccination documentation or be approved for an exception prior to their first day of employment. Failure to provide proof of full documentation or receipt of an approved exception will lead to withdrawal of the job offer. For more information, visit our policy listed here.