Senior Outreach Manager - Small Businesses at Puget Sound… · Tacoma

Job Description

This role is posted at two different levels for one opening: Senior Outreach Manager - Small Businesses (6714) & Outreach Manager - Small Businesses (6715). Please apply to the position that best matches your qualifications.

This position will directly work with our small businesses in PSE’s South and West regions in Pierce, Thurston, Kitsap, and Lewis Counties. This position requires someone who can think strategically, collaborate with others, and take ownership of designing and executing outreach plans in their community, exercising sound judgment and initiative while leveraging organizational support and resources.

The Customer Outreach team is dedicated to fostering participation in PSE’s programs, encompassing initiatives including energy efficiency, bill assistance, customer renewable energy programs and others. This is achieved through direct customer education and strategic partnerships at the local level. Our team helps customers save money and meet their sustainability goals, while supporting PSE’s clean energy future.

• Direct interactions with customers, including small business owners and community based organizations
• Plan and lead energy efficiency education presentations, workshops and tablings in the community
• Build relationships with community partners and business owners
• Build trust with the community through consistent in person outreach
• Work with Marketing and Events teams to support and coordinate program campaigns
• In field travel required throughout service area, the expectation of this at 50% of the week in field. Some evening and weekend work will be required.

All PSE employees are expected to uphold the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities and promote and support a culture of total safety. Additionally, employees need to demonstrate commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct. All duties are to be performed in accordance with all regulatory compliance obligations.

This job is considered “safety sensitive” as defined in RCW 49.44.240 and is subject to pre-employment drug screening that includes screening for the presence of marijuana and marijuana metabolites.

Job Responsibilities

• Works to understand customers and communities with barriers to participation and designs approaches to reach them with information on programs that can benefit them. Partners with customer insights, program, marketing, and events teams to design outreach strategies tailored to these customers (small businesses etc.).
• Builds relationships with community partners and business owners. Interacts directly with customers, including small business owners.
• Develops and maintains knowledge on a variety of complex programs and their interaction with other programs as well as how to bundle them most effectively for customers.
• Plans and leads various program education presentations, workshops, and tabling’s. Increases participation in existing products and services and raises awareness of the need for customer emergency preparedness.
• Builds trust and strategic relationships within the community through consistent in-person outreach to create two-way dialogue between the community and PSE.
• Manages contractual relationships for select community partnerships.
• Works with marketing and events teams to support on-the-ground outreach elements for program campaigns. Ensures coordinated customer outreach approach across multiple departments.
• Negotiates and engages with multiple PSE entities to obtain consensus on best approach to overcome barriers to customer participation.
• Develops local direct-to-customer outreach plans for assigned communities for all appropriate PSE products and services in partnership with internal partners.
• Operates a motor vehicle a minimum of six (6) hours a week to travel to commercial and community locations or facilities.
• During emergency events, supports corporate crisis response efforts at a local level to provide customers with information on PSE’s emergency response. Carries out PSE's corporate messaging on natural gas/electric safety and emergency preparedness to customers.
• Performs other duties as assigned.

Minimum Qualifications

• Bachelor’s degree in communications, public relations, social work, or other related field; or an equivalent combination of education and work experience.
• Seven (7) years of experience in external relationship management/customer outreach.
• Experience in customer outreach/community relations to include engaging in complex issues.
• Demonstrated experience in the design and execution of customer outreach plans.
• Excellent verbal, written, and presentation skills.
• Proven track record of innovation and creative thinking.
• Strong project management skills to include “hands-on” activities (e.g., giving workshops, staffing event tables, signing customers up for programs, etc.) and managing projects with cross-functional teams in an ever-changing and fast-paced environment.
• Demonstrated analytical and problem-solving skills.
• Demonstrated familiarity with the needs of a community and advocating on its behalf.
• Demonstrated ability to lead and manage multiple priorities and irregular schedule commitments.
• Successful track record developing relationships with external partners and communities representing diverse interests.
• Ability to think strategically and collaborate with others.
• Ability to connect with customers in person within assigned service area on a regular basis.
• Ability to work evenings and weekends on occasion as needed.
• Current Washington State Driver’s License.

Desired Qualifications

Additional Information