Senior Manager, Customer Service Tech & Strategy
Iberdrola Energie Deutschland GmbH
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Benefits offered by this job
Job summary
Avangrid Service Company is seeking a Sr. Manager of Customer Service Technology to lead the strategy, delivery, and performance of platforms supporting customer service for a regulated electric and/or gas utility.
You will partner with front and back-office teams to ensure reliable, compliant technology aligned with regulatory and customer experience goals. Responsibilities include owning platform roadmaps, ensuring high availability, managing vendors, and driving modernization while balancing
Qualifications
- Experience with large-scale customer service platforms (CIS, CRM, contact center).
- Familiarity with SAP IS-U, CCaaS, Service Cloud or similar solutions.
- Proven ability to lead cross-functional delivery teams and manage complex, high-visibility systems.
Responsibilities
- Own end-to-end technology roadmap for customer service and engagement.
- Serve as product owner for CIS, CRM, contact center, and data integrations.
- Ensure regulatory compliance, data privacy, and security across customer platforms.
- Lead delivery of upgrades, integrations, and modernization programs.
Skills
Education
Tools
Job description
Avangrid Service Company is seeking a Sr. Manager of Customer Service Technology to lead the strategy, delivery, and performance of platforms supporting customer service for a regulated electric and/or gas utility.
You will partner with front and back-office teams to ensure reliable, compliant technology aligned with regulatory and customer experience goals. Responsibilities include owning platform roadmaps, ensuring high availability, managing vendors, and driving modernization while balancing
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