The AES Corporation

Manager, Customer Systems & Processes (Indiana)

The AES Corporation$90K — $120K *
Energy & Utilities
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Information Systems, or related field, or equivalent experience
  • 5+ years in utility billing, customer service, or business process ownership
  • Proven leadership managing cross-functional teams or product owners
  • Strong understanding of SAP ISU modules including FICA, Billing, CSM, FSM, and MDM
  • Experience with regulatory environments and compliance solutions
  • Excellent communication and stakeholder management skills

Responsibilities

  • Lead and develop a team of Business Process Owners in SAP ISU and CSM modules
  • Foster a customer-centric, high-performance culture
  • Guide prioritization, workload balancing, and professional development of the team
  • Act as a liaison between local operations and senior management for transformation
  • Ensure initiatives align with regulatory requirements and customer expectations
  • Drive transformation project execution focused on local impact
  • Oversee documentation and optimization of business processes

Benefits

  • Opportunity for professional development and team leadership
  • Collaborative culture emphasizing continuous improvement
  • Engagement with cross-functional teams for impactful solutions
  • Strategic role interfacing between transformation initiatives and operational needs
  • Opportunity to drive efficiency and process enhancements in utility operations
Full Job Description
We are seeking a strategic and collaborative Manager, Customer Systems & Processes to lead a team of business and process solutions analysts supporting SAP ISU and CSM modules across our electric utilities' billing and customer service operations. The Manager will provide market-specific leadership for a team of Business Process Owners, including Finance, Credits & Contract Accounting (FICA), Customer Service Management (CSM), Device & Field Services Management (FSM), Meter Data Management (MDM) and Billing. The Manager will serve as a critical link between enterprise transformation initiatives and local operational execution, ensuring regulatory alignment, process optimization, and system enhancements tailored to each market's unique needs.

Responsibilities

Team Leadership & Development
  • Lead, coach, and develop a team of four or more Business Process Owners across key SAP ISU and CSM modules
  • Foster a collaborative and high-performance culture focused on continuous improvement and customer-centric outcomes
  • Provide guidance on prioritization, workload balancing, and professional development

Market-Specific Strategy & Execution
  • Serve as the primary liaison between local operations and the Sr. Manager of Customer Systems Transformation
  • Ensure BPO initiatives align with market-specific regulatory requirements, business priorities, and customer expectations
  • Drive execution of transformation projects and system enhancements with a focus on local impact and operational readiness

Process Optimization & Governance
  • Oversee the documentation, standardization, and continuous improvement of end-to-end business processes
  • Collaborate with IT, regulatory, and operations teams to ensure compliance and efficiency
  • Monitor KPIs and process performance to identify opportunities for improvement

Stakeholder Engagement
  • Partner with cross-functional teams including Billing, Customer Service, T&D, IT, and Regulatory Affairs to ensure alignment and transparency
  • Represent market-specific needs in enterprise-wide transformation planning and decision-making
  • Facilitate feedback loops between BPOs and operational teams to ensure solutions are practical and effective

Education / Experience (Required)
  • Bachelor's degree in Business, Information Systems, or related field - or equivalent relevant experience in utility operations, SAP ISU/CSM, or process management
  • 5+ years of experience in utility billing, customer service, or business process ownership.
  • Proven leadership experience managing cross-functional teams or product owners
  • Strong understanding of SAP ISU modules including FICA, Billing, CSM, FSM, and MDM
  • Experience navigating regulatory environments and tailoring solutions to meet compliance requirements
  • Excellent communication, stakeholder management, and strategic planning skills

Preferred Skills and Experience
  • SAP ISU or CSM Certification
  • Experience in both regulated and deregulated utility markets
  • Familiarity with Agile methodologies and product ownership frameworks
  • Background in customer transformation or enterprise system implementations

Success Metrics
  • Improved alignment of BPO initiatives with market-specific priorities
  • Increased efficiency and accuracy in billing and customer service processes
  • Enhanced collaboration between BPOs and operational teams
  • Timely execution of transformation projects with measurable business impact

About The AES Corporation

The AES Corporation Careers

Join the dynamic team at The AES Corporation, a global leader in sustainable energy. We offer unparalleled job opportunities that empower you to leverage your skills and drive innovation in the energy sector. Work You’ll Do At The AES Corporation, you’ll collaborate with a diverse team of experts dedicated to delivering sustainable energy solutions worldwide. Our commitment to leadership in energy innovation means we are constantly seeking individuals who are eager to explore new technologies and push boundaries. Transform the energy industry and contribute to a sustainable future with The AES Corporation. Our culture fosters growth and embraces diversity, ensuring that every team member can thrive professionally and personally. Lead with Impact At The AES Corporation, you’re not just taking a position; you’re joining a movement. Positioned at the forefront of the energy sector, our professionals lead with expertise and a commitment to excellence. Work alongside a global team of professionals who are as passionate about sustainability as they are about creating an inclusive workplace. Our leadership is committed to providing extensive professional development and diversity training to help you grow your career. Introducing The AES Corporation Innovation Hub We are pioneering efforts in sustainable energy with The AES Corporation Innovation Hub. This initiative is designed to harness the collective skills and creativity of our team to drive industry-leading solutions. Do Innovative Work Join the largest group of sustainable energy professionals in the industry—dedicated to innovation, industry expertise, and digital transformation. Deliver targeted solutions through a depth and breadth of knowledge that is unmatched, driving not only the success of The AES Corporation but also the sustainability of our planet. Be Part of a Great Team Engage in meaningful work that challenges you to deliver your best. The AES Corporation offers a supportive environment where teamwork and collaboration are encouraged. Enjoy the benefits of a robust support system, including comprehensive health benefits, retirement plans, and flexible working conditions. Future-Proof Your Career Advance your career with The AES Corporation, where our investment in your professional growth is matched only by our commitment to sustainability. Explore a wide range of career paths and job opportunities, from internships to full-time positions, and benefit from our extensive network and industry connections. Stay Connected Join Our Team Search open positions that match your skills and interests. We are looking for passionate, curious, and innovative team players who are ready to make a difference. SEARCH AES JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at The AES Corporation.
Learn more about The AES Corporation
Size
8,450 employees
Market Cap
$19.2 billion
Industry
Net Income
$46 million
Founded
1981
5 Year Trend
-3%
Revenue
$9.6 billion
NASDAQ

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