Sr Manager - Customer Service Technology

About this role

Job Title: Customer Service Technology CRM & CCaaS   Office Locations: Orange, CT OR Boston, MA

The base salary range for this position is dependent upon experience and location, ranging from $155,600 to $203,300

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 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 issue

Similar jobs

• Client Solutions Manager (Technology) — Robert Half · IRVINE
• Client Solutions Manager (Technology) — Robert Half · OAKLAND
• Client Solutions Manager, Technology — Robert Half · MIAMI - GABLES
• Client Solutions Manager, Technology — Robert Half · DENVER
• Client Solutions Manager, Technology — Robert Half · THANKSGIVING POINT | SALT LAKE CITY
• Senior Manager, Customer Service Operations — Bastion · New York City
• Manager - Customer Solutions Engineering — Fastly · Denver, CO; New York City, NY; San Francisco, CA
• Sr Manager - Customer Program — Brinks · Coppell TX