Manager, Customer Systems & Processes

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Position Summary 

We are seeking a strategic and collaborative Manager, Customer Systems & Processes to lead a team of business and process solutions analysts supporting SAP ISU and CSM modules across our electric utilities’ billing and customer service operations. The Manager will provide market-specific leadership for a team of Business Process Owners, including Finance, Credits & Contract Accounting (FICA), Customer Service Management (CSM), Device & Field Services Management (FSM), Meter Data Management (MDM) and Billing. The Manager will serve as a critical link between enterprise transformation initiatives and local operational execution, ensuring regulatory alignment, process optimization, and system enhancements tailored to each market’s unique needs. 

Responsibilities  

Team Leadership & Development 

• Lead, coach, and develop a team of 4–7 Business Process Owners across key SAP ISU and CSM modules. 

• Foster a collaborative and high-performance culture focused on continuous improvement and customer-centric outcomes. 

• Provide guidance on prioritization, workload balancing, and professional development. 

Market-Specific Strategy & Execution 

• Serve as the primary liaison between local operations and the Sr. Manager of Customer Systems Transformation. 

• Ensure BPO initiatives align with market-specific regulatory requirements, business priorities, and customer expectations. 

• Drive execution of transformation projects and system enhancements with a focus on local impact and operational readiness. 

Process Optimization & Governance 

• Oversee the documentation, standardization, and continuous improvement of end-to-end business processes. 

• Collaborate with IT, regulatory, and operations teams to ensure compliance and efficiency. 

• Monitor KPIs and process performance to identify opportunities for improvement. 

Stakeholder Engagement 

• Partner with cross-functional teams including Billing, Customer Service, T&D, IT, and Regulatory Af