Sr Manager - Customer Service Technology

Iberdrola Energie Deutschland GmbH; Orange (CT); On-site; USD 155,600 - 194,500; Full time

Benefits offered by this job

Competitive benefits

Performance-based bonus

12% 401(k) match

Health, dental, and vision insurance

Tuition reimbursement

Professional development and careerAdv

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

CIS platforms

CCaaS / Service Cloud

SAP IS-U

Salesforce

Regulatory Compliance

Education

Bachelor's degree in Information Systems / CS

Master's degree (preferred)

Tools

SAP IS-U

Salesforce Service Cloud

CCaaS Platforms

SAP S/4HANA Utilities

Job description

## Sr Manager - Customer Service TechnologyApplylocations: United States Of America, Connecticut, Orangeposted on: Posted Todaytime left to apply: End Date: August 15, 2026 (18 days left to apply)job requisition id: R-29778The base salary range for this position is dependent upon experience and location, ranging from $155,600 to $194500What We Offer:*Competitive benefits and growth opportunities Generous performance‐based bonuses 12% 401(k) match Comprehensive health, dental, and vision insurance Tuition reimbursement**Professional development and clear career advancement pathways**For more information please visit:* *Benefits - Avangrid***Job Summary**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.**Key Responsibilities**Customer Service Technology Strategy & Roadmap* 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.Platform Ownership & Operational Excellence* 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.Regulatory, Risk, and Compliance Alignment* 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.Delivery & Modernization Programs* 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.Business Partnership & Stakeholder Management* 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.People & Financial Management* 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.**Required Qualifications*** 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. Experience with SAP IS-U Meter-to-Cash, SAP Service Cloud or Contact Center as a Service (CCaaS), Salesforce, or similar customer service platforms is preferred* Proven ability to lead cross functional delivery teams and manage complex, high visibility systems.**Preferred Qualifications*** 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**Competencies*** Growth & Continuous Improvement* Initiative & Change* Focused on Results* Customer Centric (internal and/or external)* Communication* Collaboration* Leadership (people managers/leaders)#LI-OFFICE #LI-ER1**Company:**AVANGRID SERVICE COMPANY**Mobility Information**Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at [e-mail] employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.**Job Posting End Date:**August-15-2026**About Avangrid:** Avangrid, Inc. is a leading energy company in the United States working to meet the growing demand for energy for homes and businesses across the nation through service, innovation, and continued investments by expanding grid infrastructure and energy generation projects. Avangrid has offices in Connecticut, New York, Massachusetts, Maine and Oregon, including operations in 23 states with approximately $47 billion in assets, and has two primary lines of business: networks and power. Through its networks business, Avangrid owns and operates eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Through its power generation business, Avangrid owns and operates more than 75 energy generation facilities across the United States producing 10.5 GW of power for over 3.1 million customers. Avangrid employs approximately 8,000 people and has been recognized by JUST Capital as one of the JUST 100 companies – a ranking of America’s best corporate citizens – in 2025 for the fifth consecutive year. The company was named among the World’s Most Ethical Companies in 2025 for the seventh consecutive year by the Ethisphere Institute. Avangrid is a member of the group of companies controlled by Iberdrola, S.A. For more information, visit www.avangrid.com.