Senior Director - Technology

The base salary range for this position is dependent upon experience and location, ranging from:
Orange, CT: $208,000 - $260,000 Boston, MA: $218,000 - $272,000

• 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 Senior Director – Customer Service Technology & Digital Products is a transformational executive leader responsible for the enterprise customer technology and digital product agenda across Avangrid’s multi-jurisdiction regulated utility environment. This role sets the vision, operating model, governance, talent strategy, and investment roadmap for customer service technology, digital customer engagement, SAP S/4

HANA customer‑domain modernization, CCaaS transformation, AI‑enabled customer operations, and business‑value realization. Ownership of customer technology and digital products. S/4

HANA customer‑domain transformation leadership. Digital product operating model and value realization. CCaaS, AI, SAP, data, and customer experience integration. Leadership of directors, senior managers, product leaders, and strategic vendors.

• Enterprise Strategy &
  
  Roadmap:
  
  Define the enterprise strategy and integrated roadmap for Customer Service Technology and Digital Products across operating companies, including S/4
  
  HANA Utilities, SAP Service Cloud, CRM/CIS, CCaaS, digital channels, AI‑enabled customer service, customer communications, data/analytics, and integration capabilities.
• S/4
  
  HANA Customer‑Domain Ownership:
  Provide technical leadership for the customer‑domain scope of the S/4
  
  HANA transformation, ensuring business process standardization, regulatory readiness, integration design, data quality, testing strategy, training readiness, cutover governance, hypercare, and transition to a sustainable run model.
• Digital Product Operating Model:
  Design and scale a product‑centric operating model that establishes unified demand intake, value‑based prioritization, product ownership, portfolio governance, capacity planning, decision rights, KPIs, and value realization across customer service and digital work streams.
• Customer Experience Modernization:
  Support the modernization of customer engagement capabilities, including digital self‑service, mobile/web channels, proactive communications, contact center transformation, intelligent virtual assistant capabilities, agent experience, and AI‑supported service operations.
• Operating Model & Organizational Change:
  Drive the shift from application‑centric and reactive delivery to a standardized, AI‑enabled, business‑centric operating model with clear accountability, reusable capacity, disciplined governance, and sustained adoption across operating companies.
• Multi‑Jurisdiction Governance:
  Establish governance that balances enterprise standardization with local operating company, jurisdictional, regulatory, and rate‑case needs. Coordinate across Customer Service, Billing, Regulatory, Legal, Compliance, Cybersecurity, Finance, Procurement, PMO, Global IT, and operating company leadership.
• Executive Stakeholder Management:
  Serve as senior IT executive partner to customer service and enterprise leaders. Communicate strategy, risks, investment needs, portfolio decisions, delivery performance, financial performance, and value outcomes to executive forums and steering committees.
• Vendor, SI/BI & Contract Governance:
  Oversee strategic vendor, system integrator, business integrator, QA/controls advisor, and software partner performance, including SOW alignment, RACI clarity,…