Sr. Manager, CS Transformation

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

The Sr. Manager, Customer Systems & Processes is a strategic leader responsible for guiding a team of Business Process Owners (BPOs) across key SAP ISU and CSM modules, driving transformation and operational excellence in electric utility billing and customer service. This role champions a collaborative, high-performance culture focused on continuous improvement and customer-centric outcomes. The Sr. Manager provides expert guidance on team prioritization, workload balancing, and professional development, ensuring alignment with market-specific regulatory requirements, business priorities, and customer expectations.

Serving as the primary liaison between local operations and the Sr. Manager of Customer Systems Transformation, this leader drives the execution of transformation projects and system enhancements with a focus on local impact and operational readiness. The Sr. Manager oversees the documentation, standardization, and continuous improvement of end-to-end business processes, collaborating with IT, regulatory, and operations teams to ensure compliance and efficiency. By monitoring KPIs and process performance, the Sr. Manager identifies opportunities for improvement and partners with cross-functional teams—including Billing, Customer Service, T&D, IT, and Regulatory Affairs—to ensure alignment and transparency.

This role represents market-specific needs in enterprise-wide transformation planning and decision-making, facilitating feedback loops between BPOs and operational teams to deliver practical, effective solutions that drive measurable business impact.

Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of 4–7 Business Process Owners (BPOs) across SAP ISU and CSM modules, fostering a collaborative, high-performance culture.
• Champion continuous improvement and customer-centric outcomes through effective 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, ensuring clear communication and alignment.
• Ensure BPO initiatives are tailored to market-specific regulatory requirements, business priorities, and customer expectations.
• Drive the execution of transformation projects and system enhancements, emphasizing local impact and operational readiness.

Process Optimization & Governance

• Oversee the documentation, standardization, and continuous improvement of end-to-end business processes to maximize efficiency and compliance.
• Collaborate with IT, regulatory, and operations teams to ensure processes meet compliance standards and operational goals.
• Monitor KPIs and process performance, proactively identifying and implementing opportunities for improvement.

Stakeholder Engagement

• Partner with cross-functional teams—including Billing, Customer Service, T&D, IT, and Regulatory Affairs—to ensure alignment, transparency, and effective collaboration.
• Represent market-specific needs in enterprise-wide transformation planning and decision-making forums.
• Facilitate feedback loops between BPOs and operational teams to deliver practical, effective solutions that drive measurable business impact.