Rajesh Arora Email & Phone Number

Des Moines, Iowa, United States

Leading customer digital transformation to create a connected, cohesive and frictionless customer experience across multiple channels. Leader responsible to mature salesforce COE.Led a seven-year technology investment strategy roadmap to achieve PG&E's customer-centric True North Strategy, partnering with functional stakeholders to prepare business cases and obtain senior leadership and board approvals.Built a cloud technology foundation, deploying AWS and Salesforce solutions and modernizing legacy applications to enable an omnichannel customer experience.Designed and built a centralized database on AWS for a 360-degree customer view and configured microservices for near real-time data transfer to Salesforce Service Cloud. Developed and implemented enterprise customer data governance. Deployed an integrated Salesforce CRM platform and built the next generation of web design (Salesforce Experience Cloud, Adobe Connect) and proactive customer communication platforms (Genesys and Message Broadcast). Launched the SaaS solution Medallia to collect VOC (voice of the customer) and customer insights. Leveraged Mulesoft, Salesforce IDP, and Salesforce Vloctiy platform to standardize APIs, authentication, and product configuration (no/low code) practices.Transforming the legacy billing platform for complex industrial customers to Oracle's SaaS solution, BCS (Business Cloud Services). Led a complex transformation effort to upgrade and migrate existing Customer Care & Billing (Oracle CC&B) and Meter Data Management (Landis+Gyr) systems to a single, streamlined, and cloud-ready Oracle platform, C2M (Customer to Meter).

Led the growth of enterprise platforms, including Customer Care and Billing (Oracle), SAP, Business Warehouse, GIS, and Documentum, and established a Salesforce Center of Excellence (COE).Created technology roadmaps to mature and upgrade enterprise platforms and associated business applications, and built business cases to secure investments. Managed integrated technology-functional teams to deliver solutions and system support for ERP (SAP MM, EWM, SRM, Finance), SAP/Custom SaaS (Ariba, Fieldglass, Success Factors), Customer (Billing, Web, CRM), and GIS (Engineering, Maps, Field Operations) applications, delivering over 30 enterprise projects.Led a migration program from SAP ECC to SAP Suite on Hana to improve operational efficiencies and reduce technical debt by retiring legacy objects, marking the first step in the journey to S/4HANA. Set up and matured the Salesforce COE at PG&E, developing enterprise Salesforce Org strategies by business function and shared components. Established best practices and development standards to leverage Vlocity and Mulesoft APIs, focusing on out-of-the-box functionality and reusable APIs.Responsible for 24/7 operations, maintenance, and enhancements to the enterprise platforms and applications, including owning product licenses, extended partner support structures, and establishing a tier 1 global managed services application support model. Developed business performance KPIs for daily and weekly measurements.

San Francisco Bay Area

Established a global managed services support model for 400+ applications, testing COE, architectural, and infrastructure services with global partners, reducing cost of ownership by 30% and enhancing service quality. Led RFP process to select outsource vendors for IT support services, resulting in a 3 year combined contracts of $150M with TCS, Infosys and Cognizant. Instituted a preferred marketplace for IT projects, enabling quick biding/contracting at competitive prices. Reduced inventory by 10% after launching the App Rationalization program to consolidate 1400+ applications. Negotiated best-in-class SLAs/KPIs and MSAs to govern the quality of application/infrastructure support, testing COE, and product development, resulting in consistent, predictable, and quality IT services model.

San Francisco Bay Area

Managed a portfolio of 200+ applications to support Engineering, Estimation, and Mapping organizations in Gas and Electric utilities, partnering with LOB counterparts to build technology roadmaps aligned with business strategy.Led a $150M+ transformational initiative to digitize Electric Transmission and Distribution maps to enhance service reliability, optimize asset management, and increase field efficiency, deploying a new Geographical Information System integrated with SAP work management and 20+ specialized apps, managing a team of 500+ employees and contractors.Managed several Enterprise deployments with budgets of $15M to $30M, including an Enterprise Estimating Tool (SAP, GIS, Weblogic), Condition Based Maintenance (SAP, Mobile, Ivara), Compliance Tracking System (Assurx, SAP), Geographical Information System (ESRI, SAP), Online Customer Apps (Weblogic Portal, SAP), and Engineering, Estimating & Mapping Apps (Bentley, AutoCAD, SAP).Developed strong relationships and trust with LOB top leadership, transforming IT's role from a service provider to a strategic partner, partnering with internal organizations to provide service as one IT.

San Francisco

Led a team of 225+ employees responsible for support and lifecycle management of 800+ applications that facilitate business operations of energy procurement, gas/electric T&D, customer care, shared services, and risk LOBs.Built system support incident command center and established emergency response processes to ensure 24x7 support for mission-critical applications, many of which support several thousand internal users.Partnered with LOB leaders to build next-gen Operations Center to host SmartMeter and Smart Grid technologies, consolidating support teams for faster and standardized incident responses.Managed efforts to roll out Data warehouse systems and analytical models for SmartMeter Gas Transmission and Energy Efficiency/Demand Response programs, and implemented matrix reporting environment to effectively deliver scorecards and business performance reviews.Achieved higher levels of support service and operating expense savings through tiered service levels and process automation/cost optimization initiatives, resulting in a 25% year-over-year cost savings.

San Francisco Bay Area

Led strategic planning and operational management of Application Development and Support Organization with 1200+ resources, delivering $350M+ of capital project work annually and managing $70M expense budget ($30M contract; $40M labor).Oversaw support services in operational reporting and analytics, process improvement, resource management, vendor management, IT Audit/SOX Compliance, space management, and relocation.Delivered over $10M in annual cost savings through contractor rationalization, 3rd party contract optimization, and the introduction of a tiered support framework.

San Francisco Bay Area

Partnered with Customer Care leadership team to understand their IT needs, created solutions, and took remediation steps that included process improvements, org structure changes, and education and training.Managed technology enablement initiatives for products and services, including Energy Efficiency & Demand Response, Low Income, Rebate and Recycling, Smart Grid, Distributed Solar, and Emerging Products.Collaborated with cross-functional teams to ensure seamless integration of IT solutions with business processes, resulting in improved customer satisfaction and operational efficiency.

Led PG&E's business transformation of Material Distribution Optimization, Warehouse Management, Fleet, and Corporate Real Estate, partnering with Line of Business experts to ensure quality execution of SAP modules by contracted system integrator.

Implemented first ever integration platform SeeBeyond at PG&E. Developed and maintained 100s of interfaces that integrated applications landscape for optimal data exchange.

San Francisco Bay Area

Managed a team of BI consultants responsible for client delivery, revenue and utilization targets for BI practice. Partnered with cross functional Practice Leads to create integrated customer offerings.Build several intelligent Decision Support Systems to drive data insights to achieve business KPIs and operational efficiencies.

Analyzed corporate financial statements to determine risk associated with debt instruments.

Ms, Management Information Systems (Mis)

Mba, Finance

Be, Mechanical

General Management Program (Gmp)

Six Sigma Black Belt Program