Sr Manager - Customer Service Technology

Responsibilities

• Own the end-to-end technology roadmap for customer service and engagement, ensuring alignment with enterprise IT strategy and utility priorities
• Serve as the product owner for customer service platforms, including CIS, CRM, contact center systems, and customer portals
• Ensure high availability, performance, and reliability of systems impacting customers, regulators, and revenue
• Lead the IT delivery of technology initiatives, including upgrades, vendor implementations, and process enhancements
• Manage regulatory, risk, and compliance alignment, ensuring solutions meet data privacy, cybersecurity, and utility standards
• Lead and develop a team of IT managers, product owners, analysts, and technical leads
• Manage operating and capital budgets, technology contracts, and vendor governance

Requirements

• Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field
• Minimum of 10 years of relevant experience in IT with a 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 or Salesforce
• Proven ability to lead cross-functional delivery teams and manage complex, high-visibility systems

Preferred Qualifications

• Master's degree in Information Systems, Computer Science, or Engineering
• Prior experience in a regulated utility (electric, gas, or water) environment
• Experience with contact center technologies, IVR, CCaaS, or digital self-service portals
• Experience with SAP S/4 HANA Utilities or Salesforce Service Cloud
• Strong executive communication skills and experience managing large system integrators

Benefits

• Competitive salary ranging from $155,600 - $194,500
• Generous performance-based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career-advancement pathways

About the Company

Avangrid, Inc. is a leading energy company in the United States, working to meet the growing demand for energy through service, innovation, and grid infrastructure investment. As a member of the Iberdrola Group, Avangrid operates major networks and power generation businesses, serving millions of customers across the nation.