Senior IT Manager (Customer Channel Management)
Core
Lead the end-to-end performance, reliability, and experience quality of customer and agent digital channels (mobile app, MyAccount, OneView) for an energy utility.
Role type
Senior IT Manager (Run-and-operate leadership)
Builds
Customer-facing digital channels and self-service experiences
Domain
Energy utility / Customer service technology
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
People leadership, end-to-end service lifecycle management, strategic planning, operations management, contract management, change management, incident response, observability, analytics, cross-functional partnership
Preferred skills
Utility industry experience, Salesforce integration, release management, technical debt balancing, UX partnership
Technologies
Salesforce, Mobile apps, Customer Information Systems
Responsibilities
Own availability and performance of channels; lead staff and manage vendors; partner with internal groups for innovation; develop strategic roadmaps; drive continuous improvement and service restoration.
Seniority
Senior, hands-on IC with leadership scope
