Troops to Energy Jobs

Job Information

PSEG Est Time of Restoration Mgr in Hicksville, New York

Requisition ID: 65704

Job Function/Category: Operations

Employment Type: Exempt Full Time

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

This opportunity is open to current PSEG employees only.

Job Summary

ETR manager will be responsible for enabling and optimizing the customer experience with ETRs and customer communication by leading the development of process and technology improvements and implementing best practices. The ETR Manager will lead the planning and delivery of enhanced ETR capabilities. The ETR Manager will work closely with various process owners in the continuing refinement of the ETR process, ETR communications, training and education on ETR process and metric performance and monitoring of ETRs during all levels of storm readiness. The ETR Manager will consult with the ETR Strategy Team during storm events and provide guidance on ETR management, with the focus on monitoring ETRs and assuring the appropriate strategy is being implemented throughout the event.

Job Responsibilities

• Develop ETR strategy for implementation in 2021. Work with consultant to develop predictive analytics and Artificial Intelligence to develop a state of the art ETR application to create timely, useful and accurate information on ETR in real time. Deliver and refine on ETR Strategy technology roadmap.

• Manages the ETR Team.

• Manage and monitor ETR function within OMS system in order to improve overall quality.

• Work with process owners to ensure end-to end quality control measures for communication of ETRs including outage map, IVR and press releases.

• Develop and/or coordinate the training, scheduling and delivering of training programs including refresher training on ETR strategy, metrics and overall performance and track to completion.

• Work with OMS Distribution Team Leader to review monthly scorecard ETR Metric Performance.

• Work with Manager of Customer Intelligence to develop periodic online panel surveys to gauge customer feedback on ETR process changes and overall satisfaction of communications.

• Participate in JD Power Utility customer satisfaction studies results to gauge trends to improve customer satisfaction and utility best practices.

• Work with ETR strategy team to develop ETR for storm events. Ensure ETR strategy is communicated to all affected groups including the Public Information Officer, Escalation Manager and Corporate Communication Manager to ensure customer facing organizations are aware of restoration strategy.

• Ensure necessary actions are taking place during storm events in line with NYS Department of Public Service ETR protocols including the DPS scorecard

• Work with ETR Coordinators to monitor incidents across dispatch to ensure work plans are maintained.

• Work with damage assessment group to ensure response to wire down reported by municipal officials are within NYS DPS response performance measures.

• Review daily ETR performance reports and develop strategies and communications to improve performance. Develop performance scorecards for operators for accountability and communicate.

• Identify opportunities for improvement in productivity, work assignments, or operations based on information obtained through analysis of ETR's.

• Work collaboratively with Division and Field managers to improve productivity, work assignments and operations with the intent of improving customer satisfaction through better ETR performance.

• Monitor ETR dashboard and provide real time feedback to dispatch personnel during blue sky and storms. Refine as necessary ETR dashboard and ETR performance reports.

• Manage the review and revision of PSEG Long Island's Emergency Restoration Implementation Procedure and the Emergency Restoration Plan (ERP) on ETRs.

• Develop and maintain effective relationships with key stakeholders in order to share ETR best practices and drive continuous improvement in PSEG Long Island's restoration activities. Serve on various regional working groups, task forces and regulatory proceedings to develop emerging industry trends and regulations, and preserve PSEG Long Island's interests.

• Apply knowledge of electric operations to create operational reports in support of ETR efforts. Requires close coordination with Electric Operations to understand operational/business needs develop appropriate reports.

Job Specific Qualifications

Required

  • Bachelors Degree in Business or Technical Degree

  • At least 5 years of relevant utility experience

  • Demonstrated leadership abilities through previous roles, special assignments, EBRG, CPP and/or exceptional performance.

  • Knowledge of Excel and other data analytical tools.

  • General knowledge of the T&D Electric Operations operational systems and processes.

  • Demonstrate leadership skills as well as the ability to plan, organize and apply best practices and knowledge of internal and external business issue to improve ETR strategy.

  • History of focusing on customer satisfaction.

  • Knowledge of current trends within the electric industry and in particular, emergency response related activities as it applies to ETR strategy.

  • Effective oral and written communication skills are essential

  • Must have a valid driver's license

Minimum Years of Experience

5 years of experience

Education

Bachelors

Certifications

None Noted

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site ( http://www.pseg.com ) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Need to request an accommodation?

If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

Diversity at PSEG: Equal Opportunity Employer

PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

Need to request an accommodation?

If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

DirectEmployers