Sr Manager - Customer Service Technology
Core
Strategy, delivery, and performance of technology platforms supporting customer service operations for regulated electric/gas utilities.
Role type
Senior Manager, Customer Service Technology
Builds
Customer Information Systems (CIS), IVR/contact center platforms, digital self-service portals, and supporting integrations
Domain
Regulated utility (electric/gas) + Customer Service Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT strategy, product ownership, regulatory compliance, cross-functional team leadership, budget management, vendor management, system modernization
Preferred skills
Regulated utility domain expertise, SAP IS-U/S/4 HANA Utilities, Salesforce/Service Cloud, CCaaS/IVR experience, executive communication
Technologies
SAP IS-U, SAP Service Cloud, Salesforce, CCaaS, IVR, CIS
Responsibilities
Own end-to-end technology roadmap for customer service; Ensure high availability and reliability of customer-facing systems; Lead delivery of upgrades, vendor implementations, and integrations; Manage operating/capital budgets and vendor contracts; Act as trusted advisor to business leaders on technology capabilities and risks
Seniority
Senior, hands-on IC with people management