Sr Manager - Customer Service Technology

## Sr Manager - Customer Service Technology Apply locations:
United States Of America, Connecticut, Orange posted on:
Posted Todaytime left to apply:
End Date:
August 15, 2026 (18 days left to apply) job requisition :
R-29778

The base salary range for this position is dependent upon experience and location, ranging from $155,600 to $194500

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 managers, product owners, analysts, and technical leads…