Sr Manager - Customer Service Technology

Sr. Manager, Customer Service Technology

The base salary range for this position is dependent upon experience and location, ranging from $155,600 to $194,500.

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.

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 supporting customer service systems.
• Manage operating and capital budgets for customer service technology, including forecast accuracy and cost optimization.
• Manage technology contracts and vendor management governance process, including financial and operational performance, contract lifecycle and all supporting Procurement activities.
• Build internal capability while selectively leveraging external vendors and partners.

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field and…