Sr. Manager, CS Transformation

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.

If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.

The Sr. Manager Customer Systems & Processes is a strategic leader responsible for guiding a team of Business Process Owners (BPOs) across key SAP ISU and CSM modules driving transformation and operational excellence in electric utility billing and customer service. This role champions a collaborative high-performance culture focused on continuous improvement and customer-centric outcomes. The Sr. Manager provides expert guidance on team prioritization workload balancing and professional development ensuring alignment with market-specific regulatory requirements business priorities and customer expectations.

Serving as the primary liaison between local operations and the Sr. Manager of Customer Systems Transformation this leader drives the execution of transformation projects and system enhancements with a focus on local impact and operational readiness. The Sr. Manager oversees the documentation standardization and continuous improvement of end-to-end business processes collaborating with IT regulatory and operations teams to ensure compliance and efficiency. By monitoring KPIs and process performance the Sr. Manager identifies opportunities for improvement and partners with cross-functional teamsincluding Billing Customer Service T&D IT and Regulatory Affairsto ensure alignment and transparency.

This role represents market-specific needs in enterprise-wide transformation planning and decision-making facilitating feedback loops between BPOs and operational teams to deliver practical effective solutions that drive measurable business impact.

Responsibilities

Team Leadership & Development

• Lead coach and develop a team of 47 Business Process Owners (BPOs) across SAP ISU and CSM modules fostering a collaborative high-performance culture.
• Champion continuous improvement and customer-centric outcomes through effective guidance on prioritization workload balancing and professional development.

Market-Specific Strategy & Execution

• Serve as the primary liaison between local operations and the Sr. Manager of Customer Systems Transformation ensuring clear communication and alignment.
• Ensure BPO initiatives are tailored to market-specific regulatory requirements business priorities and customer expectations.
• Drive the execution of transformation projects and system enhancements emphasizing local impact and operational readiness.

Process Optimization & Governance

• Oversee the documentation standardization and continuous improvement of end-to-end business processes to maximize efficiency and compliance.
• Collaborate with IT regulatory and operations teams to ensure processes meet compliance standards and operational goals.
• Monitor KPIs and process performance proactively identifying and implementing opportunities for improvement.

Stakeholder Engagement

• Partner with cross-functional teamsincluding Billing Customer Service T&D IT and Regulatory Affairsto ensure alignment transparency and effective collaboration.
• Represent market-specific needs in enterprise-wide transformation planning and decision-making forums.
• Facilitate feedback loops between BPOs and operational teams to deliver practical effective solutions that drive measurable business impact.

Education / Experience (Required)

• Bachelors degree in Business Information Systems or a related field or equivalent relevant experience in utility operations SAP ISU/CSM or process management.
• 5 years of experience in utility billing customer service or business process ownership.
• Proven leadership experience managing cross-functional teams or product owners.
• Strong understanding of SAP ISU modules including FICA Billing CSM FSM and MDM.
• Experience navigating regulatory environments and tailoring solutions to meet compliance requirements.
• Excellent communication stakeholder management and strategic planning skills.

Preferred Skills and Experience

• SAP ISU or CSM Certification.
• Experience in both regulated and deregulated utility markets.
• Familiarity with Agile methodologies and product ownership frameworks.
• Background in customer transformation or enterprise system implementations.
• Advanced problem-solving and analytical skills for process optimization.
• Change management expertise to drive transformation and adoption.
• Ability to facilitate cross-functional collaboration and feedback loops.
• Proficiency in monitoring KPIs and leveraging data for continuous improvement.
• Strong project management skills especially in system enhancements and operational readiness.

Success Metrics

• Improved alignment of BPO initiatives with market-specific priorities.
• Increased efficiency and accuracy in billing and customer service processes.
• Enhanced collaboration between BPOs and operational teams.
• Timely execution of transformation projects with measurable business impact.
• Demonstrated improvement in customer satisfaction and operational readiness.
• Reduction in process inefficiencies and compliance risks.