Sr Manager - Customer Service Technology

Office Locations:
Orange, CT OR Boston, MA

The base salary range for this position is dependent upon experience and location, ranging from $155,600 to $203,300

• 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

The Sr. Manager, Customer Service Technology Billing & Collections is responsible for Billing, FICA & Collections Technology. Position is also responsible for the day‑to‑day management, delivery, and operational performance of technology platforms supporting Billing, Financial Contract Accounting (FICA), and Credit & Collections functions for a regulated electric and/or gas utility. The Sr. Manager, Customer Service Billing & Collections role serves as the primary IT partner to Billing Operations, Credit & Collections, Revenue Protection, and Customer Accounting teams, ensuring systems are stable, compliant, and responsive to changing operational and regulatory requirements.

The incumbent will play a key role in maintaining billing accuracy, reducing exceptions, supporting revenue assurance, and enabling customer focused collections practices through effective use of technology.

• Own the technology platforms and configurations supporting:
• Consumption and non‑consumption billing
• FICA contract accounts, postings, payments, and dunning
• Credit and collections workflows, rules, and customer communications
• Ensure systems operate reliably during critical billing, invoicing, and collections cycles.
• Act as first‑line IT accountability for production issues impacting bills, payments, or customer balances.

• Monitor system performance, batch jobs, interfaces, and controls across the billing and collections landscape.
• Partner with business teams to identify, prioritize, and reduce billing exceptions, estimated bills, and manual workarounds.
• Lead root‑cause analysis and corrective actions for billing defects, posting issues, and collections failures.

• Lead IT delivery for billing and collections enhancements, including configuration changes, releases, and minor projects.
• Translate business requirements into clear functional and technical designs aligned with utility standards.
• Support testing activities (unit, integration, UAT) with strong emphasis on bill accuracy and customer impact.

• Ensure billing and collections technology complies with applicable tariffs, customer protection rules, and regulatory timelines.
• Support internal and external audits, data requests, and regulatory inquiries related to billing accuracy and collections practices.
• Maintain appropriate controls, documentation, and traceability for changes impacting customer charges and financial outcomes.

• Serve as a day‑to‑day IT liaison for Billing, Credit & Collections, and Customer Accounting leadership.
• Coordinate across IT teams (CIS, integrations, data, infrastructure) to resolve issues and deliver enhancements.
• Communicate clearly with business partners on system issues, risks, release timing, and stabilization activities.

• Manage small teams of analysts/configurators and coordinate work with system integrators or application support vendors.
• Ensure SLAs, backlog priorities, and release activities align with billing calendars and operational constraints.
• Contribute to planning and forecasting of run‑costs and small capital initiatives within assigned scope.

• High attention to detail and accountability for customer impacting outcomes
• Calm, structured response to production issues
• Strong collaboration with business operations
• Risk‑aware mindset appropriate for regulated environments
• Continuous improvement orientation

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field of study and a minimum of ten (10)…