Sr Director - Bus Services & Support

The base salary range for this position is dependent upon experience and location ranging from: $168000 - $210000

Job Summary:

The Senior Director of Business Services & Support (BS&S) for New York is responsible for the strategic planning execution and oversight for operational readiness business process integration and functional testing initiatives across Customer Services as well as providing localized technical support of all customer service systems and processes including integrations with the local customer billing system. This role ensures alignment between corporate IT business operations and customer experience strategy by translating owning and testing requirements into deliverable business outcomes at the Operating company level.

Key Responsibilities:

• Develop and implement comprehensive strategic plans for BS&S aligning them with overall business objectives.

• Lead end-to-end business readiness activities for strategic and tactical customer operations initiatives.

• Coordinate with Corporate IT Customer Experience and Digital and Business needs to ensure smooth deployments and operational transitions fully supporting changes through the software development lifecycle phases of Business Requirements Technical Design Development Test Writing Testing Implementation and post-Implementation Support.

• Champion organizational preparedness including identifying implementing and communicating process updates.

• Champion regulatory compliance in all aspects of business readiness and process developments.

• Lead mentor and direct a team of process and technical resources under the BS&S function within each of the specific regions fostering a collaborative and high performing work environment.

• Regularly assesses the effectiveness of the BS&S teams/functions and identifies areas for improvement.

• Oversee and manage the Projects Management Portfolio for New Yorks complex and demanding environment of technical initiatives for regulatory compliance.

• Keeping up to date with emerging technologies and trends and recommending their adoption where appropriate.

Requirements Definition:

• Facilitate the gathering documentation and validation of business requirements for systems and process improvements.

• Act as a liaison between business stakeholders and IT to ensure clarity and alignment of solution designs with operational goals.

Functional Testing (SAP & Other Platforms):

• Oversee and guide functional testing efforts including User Acceptance Testing (UAT) ensuring quality and fit-for-purpose outcomes.

• Collaborate with testing leads IT and vendors to track defects risks and progress toward deployment readiness.

Operational Reporting:

• Direct development and delivery of operational reports and dashboards that enable data-driven decision making.

• Identify trends and insights to inform continuous improvement efforts and CX strategy.

Incident Triage:

• Serve as escalation lead for incident triage and resolution ensuring timely communication and root cause identification.

• Partner with IT and Customer Services to implement short- and long-term corrective actions.

• Maintain timely and efficient level 1 production support protocols for business resolutions with strong facilitation and collaboration with IT and/or 3rd Party Vendors on level 2 issues to achieve timely and accurate resolutions.

Projects Portfolio Management:

• Serve as Business Area Coordinator for extensive list of New York technical projects requiring SAP system and/or interface changes related to regulatory mandates and/or company strategic objectives.

• Administer quality management process for Annual Demand Planning involving project definitions resource planning capital and operational funding justifications and prioritizations with extensive collaboration involving stakeholders functional business areas IT and financial groups.

• Administer Performance Measurement to track project and portfolio progress in financial terms and deliverables.

Required Qualifications:

• Bachelors degree in business Operations Management Information Systems or related field.

• At least 15 years of experience in business operations customer service support or transformation programs in a utility or regulated industry.

• The equivalent combination of education and experience may be considered.

• Strong understanding of SAP customer systems and cross-functional business processes.

• Demonstrated success in leading teams through change integration and readiness programs.

• Excellent communication stakeholder engagement and decision-making skills.

• Strong analytical and problem-solving skills with the ability to identify and resolve complex issues.

• Proficient in data analysis operational reporting tools and project management.

• Understanding of the utility industry and business environment relevant to Avangrid/NYSEG & RG&E.

Preferred Qualifications:

• Experience with large scale CRM and Billing transformation and integration programs at enterprise utility companies.

• MBA qualification.

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Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut Maine Massachusetts and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

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