Sr Manager - Customer Service Technology
AI summary of the role
The Sr. Manager, Customer Service Technology leads the strategy, delivery, and performance of customer-facing technology platforms for a regulated electric/gas utility.
No longer in the current catalog. Last included 2026-09-09. Check the employer’s posting for availability.
What you’ll do
- Own the end-to-end technology roadmap supporting customer service and customer engagement, ensuring alignment with enterprise IT strategy and regulated utility priorities.
- Serve as product owner and accountable executive for customer service platforms including CIS, CRM, contact center systems, customer portals, and supporting data/integration layers.
- Ensure customer service technology solutions comply with regulatory requirements, data privacy standards, cybersecurity policies, and internal controls.
- Lead IT delivery of customer service technology initiatives including upgrades, vendor implementations, integrations, and process-driven enhancements.
What you’ll bring
- Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field and minimum ten (10) years of relevant experience.
- 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 experience.
- Proven ability to lead cross-functional delivery teams and manage complex, high-visibility systems.
Technologies
CIS · CRM · IVR · CCaaS · SAP · Salesforce · SAP S/4HANA Utilities · Service Cloud · customer portals · contact center platforms
About Iberdrola Group
Global electric utility building regulated grids, renewable generation, storage, and customer energy services across Europe, the Americas, and Australia.
Public · 5000+ people
Source and classification
Internal deployment & tooling · Evidence for this classification:
Sr Manager - Customer Service Technology Department: Information Technology Reports to: Director - IT Technology Location: In Office, Orange CT The base salary range for this position is dependent upon experience and location, ranging from: $155,600 - $194,500 What 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
More from the job description
Sr Manager - Customer Service Technology Department: Information Technology Reports to: Director - IT Technology Location: In Office, Orange CT The base salary range for this position is dependent upon experience and location, ranging from: $155,600 - $194,500 What 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 modern [... source excerpt omitted ...] ce 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 [... source excerpt omitted ...] 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.
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