Job Summary

Responsible for managing Integration, Automation, and Customer functions at PSEG. This role will craft a comprehensive digital strategy to enable digital solutions and drive the development and implementation of products, tools, and applications to deliver actionable insights and ensure the effective adoption of digital tools. The Senior / Executive Director is also tasked with optimizing the customer experience through leveraging digitization, enhancing existing services, and designing new services. The Senior / Executive Director will interact with senior business leaders in PSEG operations to define the customer vision and journey and translate them into a future state roadmap and architecture for digital platforms. The role has overall responsibility for the budget and performance of all IT initiatives, teams, and personnel related to Integration, Automation, Meter-to-Cash, Call Center Technologies, Customer Digital Channels, and CRM.

Job Responsibilities

• Ensure the 24/7 safe and reliable operations of all Digital (Integration, Automation, Customer) SLA's
• Shape and oversee projects to support the delivery of all Integration, Automation, and Customer services
• Create and deliver strategic portfolio for Digital Technologies, including 5-year roadmap and annual financial plans
• Oversee the definition and management of automation methodologies, strategies, standards, tools, and best practices for automation processes
• Drive the development of solution architecture / framework, and facilitate the effective integration of frameworks and processes with other related business and IT processes
• Direct the selection, availability, and use of applications, systems, and tools to manage risk profile and SLAs of Digital services
• Manage team performance, coach and mentor team members, and develop a succession plan for the group

Job Specific Qualifications

Required

• Bachelor's Degree in Information Systems, Engineering, or related field
• 10-15+ years of experience in Utility customer solutions
• 3-5+ years of experience in CRM solutions (Salesforce), web portals, integration (Mulesoft), and automation
• Knowledge of Customer systems (e.g., web / mobile portal, customer solutions)
• Expertise in customer journey and UX design
• Knowledge of SAP, Salesforce and Mulesoft
• Knowledge of automation methodologies, standards, tools, and best practices for automation processes
• Knowledge of key integration architecture, systems, and processes, including platform and API strategy
• Proven ability to influence and build positive and productive working relationships with all stakeholders to set standards and guidelines related to Customer, Integration, and Automation
• Ability to manage and work with external vendors, including vendor selection, evaluation, and contracting
• Possesses strong financial acumen and can help shape and optimize around $16-19M budget for the function

Desired

• Master’s Degree in Information Systems, Engineering, or related field
• Knowledge of project management methodologies
• Expertise in digital strategy and emerging technologies in the Utility industry (e.g., predictive analytics, blockchain, grid modernization, VR/AR)
• Expert in interpreting and communicating technical information in business language and vice versa
• Can anticipate change and effectively and efficiently deploy resources
• Able to take innovative approaches to problem solving
• Thinks strategically with a focus on business value; able to develop strategies while incorporating a broad organizational perspective
• Identifies inspiring goals and objectives, then motivates and leads others towards them

Minimum Years of Experience

Education

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.