Title:  Manager, Program Delivery

Department:  Planning and Support Program

Sacramento, CA, US, 95817-1899

Category:  Miscellaneous

Minimum Pay Rate: $144,984.00 

Maximum Pay Rate: $192,120.00 

Civil Service Status: Civil Service 

Apply by Date: 12/15/2023 

Posting Type: Open 


The position will be responsible for leading the Program Planning and Business Process Support team within the Advanced Energy Solutions (AES) work group. The AES team plans, implements, and delivers customer programs that directly support the goals and objectives of SMUD’s Zero Carbon Plan (ZCP) across various program portfolios.


Key success factors for this important leadership position are the ability to interpret and convert the strategic elements of the ZCP into measurable annual goals and the ability to lead a team of planners to develop and establish tactical plans that include monthly targets for multiple customer programs in collaboration with the program delivery managers and teams.


This position also acts as a key liaison with multiple internal groups and business units across SMUD, as well as external groups, to ensure coordination and linkage between program implementation and strategies, policies, standards, regulations, and industry best practices.


To provide management, supervisory leadership, accountability, and oversight for multi-disciplined teams involved in the planning, implementation, and delivery of programs and services to include energy efficiency, building and transportation electrification, load management and flexibility, green pricing, renewable energy and other retail electricity resource programs and ensure excellent customer experiences, contract management practices, and high quality electric services to SMUD customers.

Nature and Scope

Assists in the development, implementation and managing of department goals, objectives, policies and priorities in partnership with the department Manager; selects, trains, motivates, evaluates and develops staff and ensures that department strategic objectives and priorities are achieved and coordinated effectively with other departments.

Duties and Responsibilities

  • Provides leadership, accountability, and direction for multi-disciplined teams and staff by designing, developing and executing on program and services implementation plans including marketing, sales, acquisition, retention, tracking, reporting, and coordination to meet specified targets, metrics, and goals.
  • Ensures programs and services meet specified performance standards and metrics to assure high-quality, customized service to customers. Manages multiple program portfolios. Negotiates terms and conditions of products and services considering both the customer and SMUD perspectives. Directs staff in efforts to provide solutions, new business opportunities and products and services that meet customer needs in accordance with approved business strategic goals.
  • Supervises the formulation and implementation of policies, procedures and program portfolios for delivery through close coordination with department management. Provides policy and procedure guidance for implementation of products and services and ensures contract terms that meet customer needs within approved budgets and SMUD revenue requirements.
  • Directs the assessment of customer needs and benchmarking of competitor service by documenting customer needs and effective solutions offered. Coordinates efforts to survey customers for satisfaction levels and product/service interests. Participates in conducting industry best practices benchmarking and analysis of customer/process requirements and performance analysis. Interprets and communicates industry patterns, trends, impacts on pricing and sales and early warning signals of customer issues through literature search and participating in industry, governmental and professional organizations and meetings to gather intelligence. Ensures customer-driven program and process improvements through benchmarking of competitor services, gathering information on customer opinions and industry trends to anticipate customer issues.
  • Develops business plans with unit manager that support department and SMUD goals by identifying program implementation, marketing, sales and service strategies and short- and long-term objectives. Oversees coordination of work process structure and design to meet desired outcomes and target productivity and efficiency measures. Supports the strategies and objectives and annual goals with resource planning and budget formulation. Contributes to business planning, coordination of segment process workflows and performance expectations/outcomes and promotes achievements of unit and SMUD goals through resource allocation.
  • Designs, monitors and assesses the performance of work unit processes by overseeing staff in conducting documentation, reviews and studies of customer preferences and program and services delivery models on a continuing basis. Provides forums for staff to share data, learning and ideas on process and performance improvement; providing performance measurement linkage of process steps to efficiency and cost control and achievement of short- and long-term project and program and business plans. Implements necessary process changes and related staff training to address process and performance issues and provides continuous process improvement and timely performance coaching and management for the sub-segment workforce. Provides performance evaluation and performance measurement to contribute to and improve unit efficiency and SMUD cost control or reduction.

Duties and Responsibilities Cont.

  • Directs the work of staff in a functional unit and maintains staffing levels and work quality in order to meet defined objectives and assigned unit responsibility by interpreting and executing SMUD policies and procedures that affect the work unit. Recommends modifications to operating policies and oversees the evaluating of work through subordinate supervisors or experienced lead employees who exercise independence in their assignments. Coordinates and leads hiring, firing, training, coaching, mentoring and development activities for subordinates. Advises units on tasks and operations as required to solve complex problems. Ensures staff safety and prevention of personal injury and equipment loss while maintaining project and operational schedules and budgets within expected variances. Ensure that work functions in areas of responsibility comply with SMUD policies, practices and procedures and that operating objectives in areas of responsibility are met within expected schedule, budgetary, quantity, accuracy, safety and quality standards.
  • Assists in developing and administering the department budget by monitoring unit budget expenditures against plan; identifying and reconciling budget anomalies; monitoring and revising schedules, expenditures and assignments as warranted. Reviews ongoing and end-of-year budget results and develops unit budget recommendations for upcoming fiscal years while participating in the review of preliminary department budget recommendations that ensure the achievement of unit objectives in a fiscally responsible manner.
  • Assesses human and financial resource requirements and develops recommendations for short- and long-term funding, tools, resources and facilities required to support the successful planning, development, implementation, and delivery of customer programs and internal work processes.
  • Provides meaningful reports of work unit performance and efficiency of processes for department and SMUD management review. Ensures management awareness of process performance and outcomes.
  • Coordinates SMUD responses and services for customers by promoting inter-departmental collaboration and cooperation and engaging staff, other business units and executive management in developing solutions to solve issues or problems, develop shared or common metrics and make necessary adjustments to meet changing priorities or customer needs.
  • Represents SMUD in negotiating contracts, contract amendments and settlement agreements by preparing draft proposals and testimony for review and use by executive management and the Board of Directors. Ensures contract terms and settlement agreements favorable to SMUD and facilitate management review and approval.
  • Directs adherence to established SMUD safety policies and goals by developing specific safety goals for the sub-segment work process; monitoring and responding to safety concerns of staff, contractors and customers; and working with Safety, Health and Environmental Services to stay abreast of safety innovation and training to ensure a safe work place and prevent injury. Ensures a safe working environment for employees and adherence to SMUD safety policies.
  • Performs related duties as required.

Required Education

  • BA or BS in Business Administration, Public Administration, Engineering, Environmental Science, or related degree or equivalent experience. If no degree, fourteen (14) years of relevant work experience is required. 

Required Experience Qualifications

  • Ten or more (10+) years of progressively responsible relevant work experience in the electric utility industry with customer or energy service related activities, including at least 5 years of supervisory experience; experience with rates, contract negotiations, regulatory policy, electric distribution and transmission systems; experience developing electric utility policies and programs, working with municipal boards or utility regulators, writing business reports and giving oral presentations.

Knowledge Of

Utility planning, implementation, and delivery best practices for customer programs and services; customer and business decision-making processes and preferences; electric utility rate making practices and procedures; energy management applications and programs and electric distribution systems; electric system operations; SMUD policies, procedures, applicable MOUs and other special agreements; federal and state energy regulations and MUD act; techniques of negotiation and persuasion; techniques and methods of financial evaluation; ; process design and principles for continuous process improvement; federal and state laws and regulations related to supervisory practices and employee rights; methods and techniques for planning, organizing, directing and controlling work activities; methods and techniques for training staff; policies and procedures for evaluating and recording performance results; principles and practices for budget administration; principles and practices for motivating, coaching, mentoring, training and developing; safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards.

Skills To

Conceptualize innovative and practical solutions to meet customer needs and issues; listen effectively to identify opportunities and solutions; resolve operational and personnel problems or conflicts; tactfully handle customer complaints and resolve issues; readily adapt to change and provide change management for staff; coordinate multiple priorities and activities; identify and correct operational problems; develop and implement new and revised policies and procedures to provide for the effective operation of the area of responsibility; negotiate and process contracts and related documents and assure contractor coordination and cooperation; plan, organize, direct, control, and review the work of others; prepare performance plans and evaluations for the staff; develop performance metrics and accountability for the staff and the work unit; coordinate the work of the function or unit with other SMUD entities; prepare and implement safety plans, procedures and practices for unit; utilize a personal computer and/or computer terminal, systems and software relevant to the job; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally.

Desirable Qualifications

  • Demonstrated experience in implementation of electric utility programs in one or more areas of Building and Transportation Electrification and/or Distributed Energy Resource/Load Flexibility
  • Understanding and application of Measurement and Evaluation practices
  • Knowledge of Energy Efficiency building standards and codes
  • Ability to organize and manage multiple workstreams with appropriate leadership, delegation, and mentoring of staff

Sacramento Municipal Utility District (SMUD) - Who We Are 
As the nation's sixth-largest community-owned electric service provider, we're proud of our reputation as one of the best places to work in Sacramento. Our employees tell us in our engagement surveys they're "Happy, satisfied and engaged" which helps create a workplace that best serves our customers. 
Sacramento was named as the 2nd happiest place to work in America by Forbes Magazine. Lake Tahoe, San Francisco and the world-renowned Napa Valley are within easy driving distance of our locations. 
California Equal Pay Act 
Diversity, equity and inclusion (DE&I) are a part of who we are and how we do things. Supporting efforts that promote pay equality is part of that. Salary placement for the selected candidate will be determined in alignment with the California Equal Pay Act or the applicable MOU. Determination for salary placement of internal candidates will be made without respect to current classification or compensation and will be based upon the candidate's qualifications as compared to those performing substantially similar work. In the event there is a guaranteed pay progression outlined in an applicable MOU, the MOU takes precedence.    
Our Commitment to Diversity & Inclusion 
SMUD respects, values and celebrates the unique attributes, characteristics and perspectives that make each person who they are. Diversity and inclusion are guiding principles to deliver a culture that reflects the broader values of the community and our customers. Our Board's policy for Employee Relation sets our commitment to developing and maintaining a high quality, inclusive workplace that engages and inspires employees to commit to SMUD's purpose, vision and values. 
Why Sacramento, California? 
The capitol of California, Sacramento is the state's sixth-largest city, and the 35th largest in the U.S. Local universities include California State University, University of the Pacific's McGeorge School of Law, and the University of California, Davis and several competitive community colleges. The UC Davis Medical Center, a world-renowned research hospital, is one of more than a dozen hospitals and shared services centers in the Sacramento region. Part of the agriculturally rich Central Valley, Sacramento is at the forefront of the farm-to-fork food movement. Northern California is home to some of the country's top technology companies, including Google and LinkedIn, and a multitude of startups in many industries. Sacramento is home to the NBA Kings, the River Cats (AAA baseball), the Republic FC (soccer) and the San Francisco Giants, NBA Warriors and NFL 49ers aren't far away. Sacramento offers an affluent liberal arts community with Broadway, Mondavi Center, Crocker Museum and summer musical theater to name a few. 

Remote Work

This position may be eligible for SMUD's remote work employee benefit, the schedule of which will be determined by the successful candidate and the Hiring Manager. SMUD takes pride in powering the Sacramento region community where we live and work. We value the strong working relationships we develop with our colleagues. Our approach to remote work will continue to evolve. Please be aware that should SMUD’s business needs change, emergencies occur, or various other reasons arise, you may be required to report onsite on a part-time or full-time basis.

SMUD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. SMUD complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SMUD expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SMUD employees to perform their expected job duties is absolutely not tolerated.

Req ID:  936