No job description available

Department: Dir. Customer Experience

Time of Day Program Manager

Salary Grade: G06
Minimum Midpoint Maximum
$74,796 - $100,975 - $127,152

SUMMARY:

Under general direction, implements and sustains the Company's Time-of-Day pilot rate Program (TOD), emphasizing customer centricity. Accountable for program changes, and data reporting. Serves as point of contact for customers and contractors, and assures policies and requirements are satisfied. Administers political, regulatory, compliance, and customer service activities. Manages the internal and external flow of information and communications regarding TOD issues and activities. Administers reports of program statistics for multiple groups and organizations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leads, articulates, and demonstrates company culture, vision, values, purpose, and strategy for all team members performing various activities in the department

Act as the Program Manager for the TOD, driving for optimum customer experience, and ensuring compliance with all regulatory requirements; manages the end-to-end process and metric reporting

Assists with leading design efforts of subsequent TODs, including researching best practices, stakeholder outreach and coordination, and regulatory filings

Acts as the technical and business liaison between the applicants and all internal departments at PNM

Acts as the technical and business leader for the Time of Day

Reviews, tracks, and reports key performance indicators for the TOD

Coordinates with third parties when applicable

Manages third-party implementers where applicable, including customer education, outreach, marketing, and reporting key performance indicators

Advises the Metering Department on applicable metering strategy and PNM standards for infrastructure installation.

Recommends new TOD policies when issues arise and there is not an established process or policy

Acts as the business and technical lead for NMPRC cases and filings on Time of Day, NMPRC approved TOD, and NMPRC rules

Responsible for managing NMPRC complaints and customer resolutions related to the TOD rate program

Responsible for facilitating program status meetings with stakeholders and customer satisfaction surveys

Provides technical analysis to support the Billing Department in resolving meter read and billing errors for the TOD

Oversees the development and implementation of communication, marketing plans, and makes presentations to the public at various events to promote the Company¿s TOD

COMPETENCIES:

Shall not only be familiar with the processing aspect of the program but should also have the capabilities to effectively communicate regarding Time-of-Day technology, strategies, and trends.

Shall have the technical ability to assist contractors and customers with technical issues.

Ability to understand and enforce all applicable rules and requirements and the knowledge to identify any safety or reliability issues.

Ability to discuss technical issues and articulate them to any audience.

General understanding of the applicable Company and Public Utility Commission rules, regulations, policies, procedures, and rates.
Ability to perform logic programming.

Technical ability to assist customers with technical issues.

Ability to discuss technical issues and articulate to any audience.

Ability to maintain positive and productive working relationships with various and diverse employees, customers, and others.

Ability to meet deadlines with regulators and intervening interests in regulatory proceedings.

Ability to communicate, supervise, delegate, prioritize, schedule, and complete work.

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelors degree in a related field from four-year college or university with five to seven years of related experience, or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:

Must possess current, legally valid driver¿s license and meet the Company's driving record requirements.

COMMUNICATION SKILLS:

Ability to clearly, concisely, and effectively communicate technical, conceptual, and administrative information both internally and externally to the Company.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence.

Advanced negotiation skills and ability to gain concessions without damaging relationships.

Ability to speak effectively and answer questions from various groups.

COMPUTER SKILLS:

Advanced portfolio management skills, Excel skills (including formulas and pivot tables) and SharePoint knowledge.

Ability to perform logic programming.

Advanced knowledge of personal computers

Advanced knowledge of spreadsheet software, database software, word processing software and SharePoint

Proficient in customer billing and GIS software

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to apply creativity to problem solving and utilize analytic skills and capabilities to provide ongoing insight into the business and to make recommendations and decisions.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to be creative and innovative when finding solutions.

DECISION MAKING:

Ability to make sound engineering and marketing decisions. Ability to utilize data to take educated and calculated risks to achieve positive results.

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time. Must occasionally lift and/or move up to 25 pounds. May be required to travel. Ability to occasionally be around energized equipment and the ability to properly operate testing equipment.

WORK ENVIRONMENT:

Office and field environment.

Safety Statement:
Safety is a core value at (PNMR/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:
PNM Resources is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.

DEI Statement:
At PNM Resources, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders. We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose.

PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.