Customer Care System and Process Manager (Indiana)
About The Position
The AES Corporation is seeking a strategic and collaborative Manager, Customer Systems & Processes to lead a team of business and process solutions analysts supporting SAP ISU and CSM modules across their electric utilities’ billing and customer service operations. The Manager will provide market-specific leadership for a team of Business Process Owners, including Finance, Credits & Contract Accounting (FICA), Customer Service Management (CSM), Device & Field Services Management (FSM), Meter Data Management (MDM) and Billing. The Manager will serve as a critical link between enterprise transformation initiatives and local operational execution, ensuring regulatory alignment, process optimization, and system enhancements tailored to each market’s unique needs.
Requirements
- Bachelor’s degree in Business, Information Systems, or 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
Nice To Haves
- 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
Responsibilities
- Lead, coach, and develop a team of four or more Business Process Owners across key SAP ISU and CSM modules
- Foster a collaborative and high-performance culture focused on continuous improvement and customer-centric outcomes
- Provide guidance on prioritization, workload balancing, and professional development
- Serve as the primary liaison between local operations and the Sr. Manager of Customer Systems Transformation
- Ensure BPO initiatives align with market-specific regulatory requirements, business priorities, and customer expectations
- Drive execution of transformation projects and system enhancements with a focus on local impact and operational readiness
- Oversee the documentation, standardization, and continuous improvement of end-to-end business processes
- Collaborate with IT, regulatory, and operations teams to ensure compliance and efficiency
- Monitor KPIs and process performance to identify opportunities for improvement
- Partner with cross-functional teams including Billing, Customer Service, T&D, IT, and Regulatory Affairs to ensure alignment and transparency
- Represent market-specific needs in enterprise-wide transformation planning and decision-making
- Facilitate feedback loops between BPOs and operational teams to ensure solutions are practical and effective
Benefits
- AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
