Sr. Manager, Customer Service Tech Strategy

Avangrid; Orange (CT); On-site; USD 155,600 - 194,500; Full time

Benefits offered by this job

Benefits

Bonuses

401(k) match 12%

Health/dental/vision

Tuition reimbursement

Career development

Job summary

Avangrid Service Company seeks a Sr. Manager, Customer Service Technology to lead strategy and delivery of technology platforms supporting customer service operations.

You will partner with front and back-office teams to ensure reliable, compliant solutions that meet regulatory expectations and improve customer experience. The role oversees CIS, CRM, contact center systems, digital portals, and data/integration layers, balancing stability with modernization efforts.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field; 10+ years of relevant experience.
• Experience with CIS or large-scale customer service platforms (e.g., SAP IS-U, SAP Service Cloud, CCaaS, Salesforce).
• Proven ability to lead cross-functional delivery teams and manage complex, high-visibility systems.

Responsibilities

• Own the end-to-end technology roadmap for customer service and engagement.
• Serve as product owner for CIS, CRM, contact center systems, and integrations.
• Ensure high availability, performance, and regulatory compliance of customer service platforms.

Skills

Leadership

Regulatory understanding

Communication

Cross-functional

Education

Bachelor’s degree in IS/CS/Engineering

Master’s degree (preferred)

Tools

CIS

SAP IS-U

SAP Service Cloud

Salesforce

CCaaS

Job description

Avangrid Service Company seeks a Sr. Manager, Customer Service Technology to lead strategy and delivery of technology platforms supporting customer service operations.

You will partner with front and back-office teams to ensure reliable, compliant solutions that meet regulatory expectations and improve customer experience. The role oversees CIS, CRM, contact center systems, digital portals, and data/integration layers, balancing stability with modernization efforts.