The Change Management Consultant provides effective and engaging change management support for major initiatives to ensure that the workforce is prepared for technology, process, and organizational changes. The Change Management Consultant partners with the organization to fully understand the specific initiative or change; assess change management needs; and recommend and implement appropriate change management methodologies. This position also develops and implements related communications pla... more details
Requisition ID # 158527
Job Category: Human Resources
Job Level: Individual Contributor
Business Unit: Customer & Enterprise Solutions
Work Type: Hybrid
Job Location: Sacramento
Department Overview
In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Contact Center Operations (CCO)—consisting of Contact Centers located in Sacramento, San Jose and Fresno—is a dynamic, fast-paced department which is staffed 24 hours a day, 7 days a week. The Customer Service Office organization consists of 75 local customer service centers within PG&E’s service territory. We have approximately 1000 Customer Service Representatives (CSRs) across all centers and offices, all dedicated to providing and delivering a superior customer experience.
The Communications and Change Management Team supports the CCO, CSO, and WFM organizations in their business initiatives by communicating process changes and customer impacts as well as helping Project Managers, Process Improvement Specialists, and Leaders facilitate change.
Position Summary
The Change Management Consultant provides effective and engaging change management support for major initiatives to ensure that the workforce is prepared for technology, process, and organizational changes. The Change Management Consultant partners with the organization to fully understand the specific initiative or change; assess change management needs; and recommend and implement appropriate change management methodologies. This position also develops and implements related communications plans.
Although the headquarters is located in Fresno, CA the work locations is to location is flexible to include locations throughout northern and central CA. This position is hybrid, working from your remote office and your assigned work location based on business need.
PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.?
A reasonable salary range is:?
California Minimum: $?71,000
California Maximum: $107,000
Bay Area Minimum: $79,000
Bay Area Maximum: $113,000
Job Responsibilities
- Assess change management needs and develop change management plans that support organizational readiness for change, both pre and post project deployment
- In partnership with project managers and business sponsors, execute change management plans and actions that include coordinated learning, communication, and engagement activities
- Partner with other support teams, such as Training, Communication, Project Management and/or Process Improvement to implement plans
- Identify communication and training opportunities and approaches to facilitate understanding and garner support for the change
- Develop and implement communication plans
- Anticipate people-related risks and develop plans to mitigate risks and address concerns
- Develop and maintain relationships with cross-functional stakeholders including leadership, project teams, and members of other PG&E departments to deliver desired impact and results
- Supports the Communications Specialists in other communications activities in support of CCO/CSO, including preparing and disseminating communications and/or participating in planning and implementation of leadership or employee meetings/events
- May provide facilitation for various communication activities, such as extended leadership team meetings
Qualifications
Minimum
- Bachelor’s degree or equivalent related experience
- 3 years of change management experience
Desired
- Experience with project management
- Ability to travel up to 25%, to include extended periods of time (e.g. travel of 300 miles within one day) throughout northern and central California.
- Valid CA driver’s license or ability to obtain by first day of hire
- Fulfill On-Call Duties
- Experience with the Awareness Desire Knowledge Ability Reinforcement (ADKAR) model of Change Management
- Demonstrated experience leading change management activities in a contact center and/or customer service environment
- Excellent verbal and written communication skills
- Demonstrated experience facilitating meetings, including large group presentations
- Ability to participate as an active project team member and articulate change management approaches, strategies, and plans
- Demonstrated experience filming video and directing Senior Leaders for employee messages
- Demonstrated ability to create functional and articulate PowerPoint Presentations for Managers, Supervisors and Service Representatives (CSRs)
- Demonstrated ability to compose written messages for Senior-level leaders
- Experience leading a change management project with a budget over $2 million
- Demonstrated experience working with Adobe Photoshop or similar software