The base salary range for this position is dependent upon experience and location, ranging from $155,600 to $194500
Job SummaryThe Sr. Manager, Customer Service Technology is responsible for the strategy, delivery, and ongoing performance of technology platforms that support customer service operations for a regulated electric and/or gas utility. This role serves as the primary IT partner to front office and back-office customer service organizations, ensuring technology solutions are reliable, compliant, and aligned with regulatory expectations and customer experience objectives.
The Sr. Manager, Customer Service Technology role leads a portfolio of customer-facing and customer-support technologies - such as Customer Information Systems (CIS), IVR/contact center platforms or CCaaS, digital self-service, analytics, and supporting integrations - while balancing operational stability with continuous improvement and modernization.
The Sr. Manager, Customer Service Technology role reports into Director - IT Applications.
Key ResponsibilitiesCustomer Service Technology Strategy & Roadmap
- Own the end-to-end technology roadmap supporting customer service and customer engagement, ensuring alignment with enterprise IT strategy and regulated utility priorities.
- Translate customer service business objectives (e.g., service levels, billing accuracy, digital adoption) into clear technology capabilities and investment plans.
- Partner with business leadership to define future state customer service capabilities while supporting legacy platforms where required.
Platform Ownership & Operational Excellence
- Serve as product owner and accountable executive for customer service-related platforms, including CIS, CRM, contact center systems, customer portals integrations, and supporting data and integration layers.
- Ensure high availability, performance, and reliability of systems that directly impact customers, regulators, and revenue.
- Establish and monitor KPIs related to system stability, incident trends, throughput, defect leakage, and customer impact.
Regulatory, Risk, and Compliance Alignment
- Ensure customer service technology solutions comply with regulatory requirements, data privacy standards, cybersecurity policies, and internal controls.
- Support regulatory filings, audits, and data requests related to customer systems, billing accuracy, customer communications, and service performance.
- Partner with Regulatory, Legal, and Compliance teams to assess technology impacts of new rules, tariffs, and customer protection requirements.
Delivery & Modernization Programs
- Lead the IT delivery of customer service technology initiatives, including upgrades, vendor implementations, integrations, and process driven enhancements.
- Oversee system development lifecycle activities, including requirements, design, testing, release management, and post implementation stabilization.
- Manage system integrators and software vendors, ensuring contracts, SLAs, and deliverables align with utility expectations and regulatory constraints.
Business Partnership & Stakeholder Management
- Act as a trusted advisor to Customer Service, Call Center, Billing, and Digital leaders on technology capabilities, tradeoffs, and risks.
- Facilitate alignment between IT, operations, and customer experience teams to ensure technology enables-not disrupts-frontline operations.
- Communicate clearly with executive leadership on system risks, investment needs, roadmap decisions, and customer impact.
People & Financial Management
- Lead and develop a team of IT managers, product owners, analysts, and technical leads supporting customer service systems.
- Manage operating and capital budgets for customer service technology, including forecast accuracy and cost optimization.
- Manage technology contracts and vendor management governance process, including financial and operational performance, contract lifecycle and all supporting Procurement activities
- Build internal capability while selectively leveraging external vendors and partners.
Required Qualifications- Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field and a minimum of ten (10) years of relevant experience. An equivalent combination of education and experience may be considered.
- Relevant experience includes prior progressive responsibilities in IT with significant focus on customer facing or customer operations technology.
- Demonstrated experience with Customer Information Systems (CIS) or other large-scale customer service platforms. Experience with SAP IS-U Meter-to-Cash, SAP Service Cloud or Contact Center as a Service (CCaaS), Salesforce, or similar customer service platforms is preferred
- Proven ability to lead cross functional delivery teams and manage complex, high visibility systems.
Preferred Qualifications- Master's degree in Information Systems, Computer Science, Engineering, or a related field.
- Prior experience in a regulated utility (electric, gas, water) or similarly regulated environment is strongly preferred.
- Experience supporting contact center technologies, IVR or CCaaS, digital self service portals, or omnichannel customer engagement platforms.
- Experience with SAP S/4 HANA Utilities, Service Cloud or related SAP software
- Strong understanding of regulated utility operations, customer protection rules, and service performance metrics.
- Experience managing large system vendors and system integrators.
- Strong executive communication skills, with the ability to explain technical issues in business and regulatory terms.
- Balanced mindset of operational discipline and continuous improvement.
Competencies- Growth & Continuous Improvement
- Customer Centric (internal and/or external)
- Leadership (people managers/leaders)
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Company:AVANGRID SERVICE COMPANY
Mobility InformationPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
Job Posting End Date:August-15-2026
