Sr Manager Customer Experience & Meter-to-Cash

Sr Manager Customer Experience & Meter-to-Cash

Requisition Number: 28033

UGI Utilities, Inc. provides a wide range of energy products and services to over 750,000 customers in Pennsylvania and Maryland. The organization values safety, service, and integrity, and encourages a diverse workforce.

The Sr Manager – Customer Experience and Meter-to-Cash (COE) focuses on improving business processes that support UGI’s customer journey and expanding the technical solutions that enable these processes. The role plans, organizes, and manages work performed by the functional team members across Customer Relationship Management (CRM), Meter-to-Cash (M2C), and Customer Experience (CX) functionalities.

• Collaborate with Business and IT Leaders to define business needs, develop workplans, and create roadmaps for technology solutions.
• Oversee incident management activities for the COE team and assist with troubleshooting complex incidents.
• Guide and plan functionality enhancements, upgrades, and solution deployments to maximize UGI’s technology investments.
• Direct planning of QA activities, including functional unit test plans, user acceptance tests, and monitoring of data quality.
• Manage, coach, and develop COE personnel, ensuring clarity of roles and alignment with objectives.

• Strong problem‑solving and critical‑thinking skills.
• Business partner focus – build relationships with stakeholders and vendors.
• Leadership abilities – guide teams through workplans and adapt as needed.
• Excellent written and verbal communication skills.
• Interpersonal collaboration and influence.
• Continuous improvement mindset and intellectual curiosity.
• Knowledge of UGI policies, procedures, and IT System Development Lifecycle.

• Bachelor’s degree in Information Technology, Finance, Business Administration, or equivalent.
• 10 years of utilities experience, preferably in Customer Service.
• 4+ years managing SAP CRB or SAP S/4
  
  HANA.

Competitive total compensation plan, comprehensive benefits, collaborative environment, upward mobility, and work‑life balance opportunities.

UGI Utilities, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class.

Successful applicants must pass a pre‑employment drug screen and may undergo substance abuse testing according to UGI policies.