Program Manager - Customer Experience And Program Management

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At BC Hydro, we’re working towards creating a cleaner and more sustainable future for all British Columbians and need
people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,
inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package,
and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers
and one of Canada's Best Diversity Employers.
We invite you to join us as we build an even cleaner B.C. We welcome applications from all qualified job seekers. If you’re a
person with a disability, please let us know as adjustments can be made to help support you in your application process.

Program Manager - Customer Experience and Program Management

Number of positions: 1 Job Location: Dunsmuir 11

Employment type: Temporary Region: Lower Mainland

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Hybrid

Annual salary: $ 103,900.00 - 131,400.00

What you'll do

• The Program Manager is accountable for the design and management of the most complex, flagship customer programs

and business transformation projects within Customer Operations and Experience (COE)

• Leads highly complex BC Hydro strategy designs and business roadmaps for programs with high financial impacts to

revenues and operational costs

• Develops business rationales and Program strategies, ensuring effective implementation. Routinely assesses program

effectiveness

• Develops and implements strategies to improve the Customer Experience and removes cost by proactively seeking and

implementing new innovative programs and services

• Influences government policy by working directly with senior government staff. Identifies analyzes and develops policy

recommendations for BC Hydro senior management and government

• Influences and leads cross functional and cross organizational business partners on program and project implementation

(e.g., Customer Service, Energy and Product Management, Technology, Operations, etc.)

• Negotiates agreements and develops new strategic partnerships with third party business

partners to achieve program objectives of high impact COE customer-facing programs

• Monitors and tracks operational budget, investigate and explains variance for various programs and budgets
• Helps develop more junior staff via regular peer mentoring and coaching
• Develops and oversees complex, multi-year plans including the development of performance targets, cost/benefit

analysis, and overall project plans, as well as obtaining BCUC approval when necessary

• As an overall project team leader, manages a variety of internal and external resources and provides project timelines and

ensures achievement of project milestones by other cross functional project team members

What you bring

• 5 or more years Program Management experience in field of expertise within an electric utility or similar environment
• Bachelor’s degree in a relevant discipline such as marketing, finance or operations management. MBA is preferred, but an

equivalent combination of education and experience will be considered

• Proven leadership ability, and experience with high risk/impact/complexity projects with cross-functional and cross-

organizational scope

• Project management knowledge, skills and experience
• Extensive knowledge and understanding of BC Hydro's business and the interdependencies of the various departments

and systems

• Operational familiarity with BC Hydro’s customers, regulatory processes (including the Electric Tariff), and the Freedom of

Information and Protection of Privacy Act

• Excellent report writing, communication, facilitation, negotiation, presentation and interpersonal skills
• Experience providing written responses to information requests associated with regulatory filings such as the Revenue

Requirements or Rate Design Applications

• Well-developed planning, organizational, analytical and problem-solving skills

Additional Information:

• Please note this is an approx.12 months temporary opportunity.

What we offer

• A comprehensive benefits package
• A minimum of 15 paid vacation days
• A lifetime pension
• Flexible work model, depending on your role type
• Training and development courses

For more information on the benefits we offer, visit bchydro.com/benefits.

What else you should know

Don't forget to update your Candidate Profile with your current resume and copies of your certifications. If applicable,
include your Trades Qualification. This will ensure we have all the necessary information to assess your application without
any delays.

Date Posted: 2024-02-22 Closing Date: 2024-02-29

For internal use 51547922