Consulting Manager Utilities-Customer Operations exp Utilities Global Advisory Consulting

Overview

Role Overview: We are looking for Consulting Manager with strong Customer Operations and Agile project experience to support initiatives related to customer service, digital customer experience, billing inquiries, service orders, and overall customer journey improvements.

• Interacts and effectively communicates with internal clients to understand functional requirements that potentially lead to user stories and acceptance criteria.
• Organizes and facilitates meetings with Business, Design, Dev Team, and other groups as needed.
• Develops, refines, and documents requirements in the form of epics, features, user stories and acceptance criteria for prioritized feature development.
• Supports the team with current and potential system inputs, processes, and outputs including interface mapping and documentation of business processes – “As Is / To Be” State.
• Consults on functional testing of system modifications.
• Ensures traceability on project work including capturing requirements; tracking test cases linked to requirements; and may support capturing defects and linking to root cause as part of User Acceptance Testing (UAT).
• Supports testing activities prior to release, assuring we built what aligns to agreed features and capabilities.
• Assists with training documentation and supporting product details for the business.
• Collaborates with the Design Team in the Discovery Phase of Agile Playbook related to user requirement activities.
• Participates in the development and implementation of programs intended to strengthen internal controls or improve client service and/or support.
• Provide RFP support in terms of gathering high level requirements, mapping flows, and providing demos.
• Assist with and support business case development including business analyses or feasibility studies associated with technology initiatives.
• All other duties and projects as assigned.

• Experience in customer operations, customer service processes, CRM systems, billing inquiries, and digital self-service solutions.
• Proven background working in Agile environments with strong understanding of ceremonies, backlog grooming, and sprint planning.
• Strong communication and stakeholder management skills.
• Proficiency with Agile tools such as JIRA, Confluence, and other collaboration platforms.

Education
:
Bachelor’s degree required; MBA or master’s strongly preferred.

Work Authorization
:
Must be legally authorized to work in the United States without employer sponsorship now or in the future.

Salary: Applications will be accepted until February 20th, 2026
. The annual salary for this position is between $81,450.00 – $ depending on experience and other qualifications of the successful candidate.

Eligible for Cognizant’s discretionary annual incentive program and stock awards, subject to applicable plan terms.

Medical, Dental, Vision, Life Insurance, Paid Holidays plus PTO, 401(k) with company contributions, Short-term/Long-term Disability, Paid Parental Leave, Employee Stock Purchase Plan.

Salary, other compensation, and benefits are accurate as of the date of this posting and may be modified at any time, subject to applicable law.

#CB #LI-Philadelphia