Sr Manager - Customer Service Technology

Iberdrola•Orange, CT

5d•Onsite

About The Position

The 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.

Requirements

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.
SAP or Salesforce previous experience.
Proven ability to lead cross functional delivery teams and manage complex, high visibility systems.

Nice To Haves

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.
Extreme ownership

Responsibilities

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.
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.
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.
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.
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.
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.