Sr Manager - Customer Service Technology

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 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