Sr Manager - Customer Service Technology
$155,600–$194,500 year
On-siteOrange, Connecticut, United States
Job Summary
Own the technology platforms and configurations supporting consumption and non-consumption billing, FICA contract accounts, and credit and collections workflows. Monitor system performance, batch jobs, and interfaces to ensure reliable operation during critical cycles, acting as first-line IT accountability for production issues impacting bills and customer balances. Lead root-cause analysis for billing defects and collections failures while partnering with business teams to reduce exceptions and manual workarounds. Deliver continuous improvement through configuration changes, releases, and minor projects, ensuring compliance with applicable tariffs and regulatory timelines. Serve as the primary IT liaison for Billing Operations, Credit & Collections, and Customer Accounting teams, managing small teams of analysts and coordinating with system integrators.
Required Qualifications
- Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field of study
- Minimum of ten (10) years of relevant experience
- Progressively responsible experience in IT, with significant focus on customer-facing or customer-operations technology
- Demonstrated experience with customer information systems (CIS), SAP IS-U FI-CA & Billing or other large-scale customer service platforms
- Proven ability to lead cross-functional delivery teams and manage complex, high-visibility systems
- High attention to detail
- Calm, structured response to production issues
- Risk-aware mindset appropriate for regulated environments
- Continuous improvement orientation
- Must be a citizen of the country of the vacancy to legally work in that country
- Ability to work outside of their regular schedule/job duties in the event of a system emergency
- NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities
Desired Qualifications
- Master's degree in Information Systems, Computer Science, Engineering, or a related field of study
- Hands on experience with CIS billing, IS-U FI CA, or credit and collections platforms
- Understanding of batch processing, billing cycles, and customer impact of system changes
- Experience with FICA concepts such as contract accounts, dunning, write offs, agency interfaces, and payment processing
- Familiarity with utility credit and collections policies, including low-income programs, payment arrangements, and regulatory constraints
- Ability to balance operational stability with incremental modernization
- Strong analytical and troubleshooting skills
- Clear written and verbal communication skills, particularly when explaining system issues to non technical stakeholders
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