Job Description and Duties
Individuals interested in applying for this vacancy must have eligibility. If you are new to state service or need to gain eligibility to this classification, please Click here to open the examination bulletin and follow the instructions on “How to apply”.
The examination is a separate process from applying for this vacancy. Please be sure to follow all instructions for each process.
Virtual interviews via web portals or phone may be offered as deemed appropriate and feasible by the hiring manager – standard in-person interviews will still be offered if conditions permit.
Under the general direction of the Program Manager of the Consumer Affairs Branch (CAB), the Staff Services Manager II (SSM II) is responsible for planning, organizing, managing and directing the activities of the Consumer Affairs Branch Operations Written Unit,. The SSM II will manage three SSM I’s that will lead a team of SSAs and AGPAs that are responsible for written products to customers and a team that is responsible for collecting both qualitative and quantitative data from customers and utilities to help resolve customer complaints against CPUC regulated and non-regulated utilities. This position manages the Written Operation Unit’s workflow, creating new processes, and implementing novel protocols of a team that will be required to conduct in depth analysis and research into customers’ complaints, coordination with utilities, and other CPUC Divisions in addition to analysis and implementation of CPUC Codes, policies, and procedures relevant to customer complaints. The SSM II identifies emerging consumer issues and recommends policies or changes to existing regulations and updates or creates procedures affecting consumers and customer programs. The SSM II also has direct communication with utility executive offices. regarding consumer issues.
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You will find additional information about the job in the Duty Statement.
