Senior Manager - Joy & Listening Strategy

Requisition ID # 175774 

Job Category: Customer Support / Operations 

Job Level: Senior Manager

Business Unit: People

Work Type: Hybrid

Job Location: Oakland

Department Summary

The Enterprise Engagement and Culture team helps create the conditions for coworkers to thrive and for teams to perform at their best. We connect coworker insights, culture, inclusion and belonging, and performance practices to strengthen the everyday coworker experience and help the organization deliver on its Purpose, Virtues, and Stands.

The team leads enterprise strategies and programs that shape and strengthen culture, including Joy at Work, Breakthrough, and Inclusion & Belonging. We use coworker listening, data, and insights to understand the experiences and mindsets influencing culture, identify opportunities for improvement, and help translate those insights into focused action.

Through enterprise programs, tools, and partnerships, the team helps leaders and teams strengthen connection, belonging, ownership, and performance; embed desired ways of working into the everyday coworker experience, and build the capabilities needed to turn culture into a driver of business outcomes.

Position Summary

The Senior Manager, Joy & Listening Strategy is responsible for leading PG&E’s enterprise Joy at Work listening, measurement, and improvement strategy to advance the coworker experience and drive achievement of the enterprise Joy at Work L1 metric. This role oversees the collection, analysis, and translation of coworker feedback into actionable insights, strategic priorities, and measurable improvements, with a particular focus on frontline coworkers and organizations with the greatest opportunity for improvement.

The Senior Manager provides strategic leadership and oversight of enterprise listening programs, including but not limited to Joy at Work surveys, Joy Pulse and Joy Daily, ensuring a coordinated approach to measuring coworker sentiment, identifying key performance drivers, and evaluating the effectiveness of improvement actions. This role leads a team of analysts and program professionals and partners with functional area leaders and cross-functional stakeholders to strengthen accountability, accelerate improvement and embed data-informed decision-making into enterprise operating rhythms.

The role is hybrid working from your remote office and in-person at Oakland General Office, 1-2x weekly based on business needs.

Job Responsibilities

• Lead the development and execution of PG&E’s enterprise Joy at Work listening and measurement strategy, establishing priorities, performance expectations and improvement opportunities that drive achievement of the enterprise L1 Joy at Work metric.
• Partner with functional areas to identify performance gaps, evaluate improvement plans, and accelerate progress toward enterprise targets.
• Oversee the enterprise listening ecosystem, including Joy at Work surveys, Joy Pulse, Joy Daily and other feedback mechanisms. Establish consistent approaches to collecting, analyzing, and interpreting coworker sentiment, ensuring insights are timely, actionable, and connected to enterprise priorities.
• Develop targeted listening and measurement strategies that elevate frontline coworker perspectives, address participation and accessibility barriers, and identify opportunities to improve the frontline experience. Partner with operational leaders to translate frontline insights into prioritized improvement actions and measurable outcomes.
• Direct the analysis of Joy performance drivers, sentiment trends, and coworker feedback to inform enterprise priorities and leadership decisions. Establish consistent methods to evaluate the effectiveness of functional area Joy improvement plans, recommend adjustments, and strengthen the connection between listening, action, and results.
• Lead the integration of Joy insights and performance measures into enterprise operating rhythms, including Joy Councils, monthly operating reviews, leadership forums, and structured problem-solving. Establish clear performance expectations, escalation processes, and follow-up mechanisms to drive accountability and continuous improvement.
• Lead, coach, and develop a team of analysts and program professionals responsible for survey execution, data analytics, strategic insights, and program delivery. Partner with enterprise leaders, functional areas, and cross-functional teams to align priorities, strengthen execution and deliver measurable improvements in the coworker experience.
• Oversee complex and unique strategic planning projects and initiatives that are of highest visibility and impact.
• Create and implement long-term research and analytical strategies, ensuring effective execution to apply insights across product, marketing, customer, and integration strategies on a daily
• basis.
• Act as an advocate for coworkers to all areas of the Company.
• Lead identification of new and existing technologies and processes.
• Develop and manage budgets, across multiple funding sources and identify innovations and cost-reduction potential of new and existing technologies and processes and implement contract management process improvement.

Qualifications

Minimum:

• Bachelor’s Degree in Marketing, Business, Communications, Economics, Statistics, or equivalent experience.
• 6 years of experience in utilities, retail, financial services, consumer products, or telecommunications including supervisory/managerial experience.
• 4 years’ experience in customer strategy work in the utility, financial services, telecommunications, or consumer products sectors.

Desired Knowledge, Skills, and Abilities:

• Strong experience in implementing and using customer qualitative/quantitative research methods, tools, and applications of statistical analysis.
• Proven track record in defining strategic objectives and setting metrics and performance measures.
• Experience in successfully managing vendor relationships.
• Experience developing and implementing customer experience tools, i.e., journey maps, service blueprints, etc.
• Experience applying Lean methodology.
• Knowledge of concepts, best practices, tools, techniques, and strategies related to conducting behavioral analysis as needed to perform at the job level.
• Ability to read and understand information and ideas presented through written words and sentences as need to perform at the job level.
• Competency in developing and delivering multi-mode communications that convey clear understanding of the unique needs of different audiences.
• Ability to create graphics, maps, schematics, or diagrams to present information as needed to perform at the job level.
• Competency in making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Competency in adapting approach and demeanor in real time to match the shifting demands of different situations.
• Competency in building partnerships and working collaboratively with others to meet shared objectives.
• Knowledge of concepts, best practices, tools, techniques, and strategies related to intelligence data gathering, analysis, and decision-making as needed to perform at the job level.

Compensation

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity,specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint of the range. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. 

• Bay Area Min: $151,000
• Bay Area Mid: $204,000
• Bay Area Max: $257,000