Senior Director - Business Services & Support

Responsibilities

• Develop and implement comprehensive strategic plans for Business Services & Support (BS&S) aligned with business objectives.
• Lead end-to-end business readiness activities for strategic customer operations initiatives.
• Coordinate with Corporate IT and Customer Experience teams to ensure smooth deployments across the software development lifecycle.
• Oversee functional testing efforts, including User Acceptance Testing (UAT), to ensure quality and fit-for-purpose outcomes.
• Manage the Project Management Portfolio for complex technical initiatives and regulatory compliance.
• Direct the development of operational reports and dashboards to enable data-driven decision-making.
• Serve as the escalation lead for incident triage and resolution, partnering with IT and third-party vendors.
• Lead, mentor, and direct a team of process and technical resources across specific regions.

Requirements

• Bachelor's degree in business, Operations Management, Information Systems, or a related field.
• 15+ years of experience in business operations, customer service support, or transformation programs.
• Proven experience working within a utility or regulated industry.
• Strong understanding of SAP, customer systems, and cross-functional business processes.
• Demonstrated success in leading teams through change management, integration, and readiness programs.
• Excellent communication, stakeholder engagement, and analytical problem-solving skills.

Preferred Qualifications

• Experience with large-scale CRM and billing transformation and integration programs at enterprise utility companies.
• MBA qualification.

Benefits

• Competitive base salary ranging from $172,000 - $215,000.
• Generous performance-based bonuses.
• 12% 401(k) match.
• Comprehensive health, dental, and vision insurance.
• Tuition reimbursement and professional development opportunities.

About the Company

NY STATE ELECTRIC & GAS CORP is part of Avangrid, a leading energy company in the United States. Avangrid works to meet the growing demand for energy through service, innovation, and continued investments in grid infrastructure and energy generation. As a member of the Iberdrola Group, we serve millions of customers across the nation through our networks and power business lines.