Customer Technology Support Manager (Business Functional Application Support)

Southwest Gas-posted about 1 year ago
$121,700 - $182,600/Yr
Full-time • Manager
Las Vegas, NV
Utilities
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The CTS Manager role is a leadership position within the newly established Customer Technology Support (CTS) Team, responsible for advancing customer application ownership and managing the cash receipting cycle. This includes overseeing credit and collections, customer billing, and enhancing customer experience through technological enablement and process optimization. The manager will lead a team in testing, documentation, and development of policies and procedures while collaborating with various stakeholders to ensure compliance and operational efficiency.

  • Develop and enhance strategy to advance customer-centric initiatives and support functional workflow processes
  • Provide direction to department leadership and manage work activities of exempt employees
  • Oversee department activities/responsibilities, including planning, scheduling, staffing, monitoring, traveling, and reporting
  • Develop and provide guidance to department personnel
  • Oversee, prioritize, and coordinate system and process fixes and enhancements
  • Analyze and report department metrics including key performance indicators and initiative statuses
  • Develop, manage, forecast and provide variance explanations for department budget
  • Develop a 5-year budgetary capital and operations and maintenance plan for department initiatives, labor, and associated contracts
  • Ensure SOX compliance with assigned functions and complete SOC2 evaluations for associated external vendors
  • Triage, coordinate, and resolve issues to address concerns in collaboration with Accounting, Customer Solutions, Information Services, Regulation, and other personnel as needed
  • Prepare performance appraisals, goals, hiring, and administrate coaching or other corrective actions
  • Strengthen and maintain a collaborative relationship with Information Services to align support for Corporate and division stakeholders
  • Develop and maintain working relationships and act as a liaison with Company department key contacts, third party vendors, other utilities, and related organizations
  • Provide clear, concise, and effective verbal and written communications to Company management and end users regarding system updates, enhancements, and system issues
  • Provide oversight for the development of effective and standardized training materials, operations manuals, and documentation in conjunction with system enhancements, tariff revisions and business process changes
  • Provide project management and work direction related to company initiatives and technology projects
  • Support the development of proactive planning and road-mapping activities for customer-centric initiatives
  • Review and approve change request, testing, and training documentation
  • Manage the prioritization of incidents and change requests with requesting department management and Information Services
  • Provide leadership and subject matter expertise to workgroup personnel assigned to Company projects and programs
  • Develop contingency-remedial action plans when required
  • Maintain standard reporting across departments and compile reporting to support strategic initiatives
  • Respond to compliance audits and data requests
  • Manage and approve scheduled Sarbanes-Oxley operational reviews of reports, procedure, and processes to ensure compliance with Company policies and procedures
  • Oversee adherence to required Federal Compliance rules and regulations for the departments supported functions
  • Perform related duties and responsibilities as assigned
  • 8-10 years of relevant work experience
  • Bachelor's degree in business administration or related field from an accredited university or equivalent combination of education and experience
  • Excellent verbal, written communication, and presentation skills
  • Experience managing, executing, and enhancing a department strategy and objectives
  • Experience with process improvement, project management, and Business Process Management practices
  • Experience managing and/or acting in a lead role on a complex project
  • Experience in relationship management and emotional intelligence
  • Working knowledge of company core business functions, policies and procedures, applicable tariffs, rules, and regulations
  • Excellent leadership and negotiation skills
  • Ability to perform complex business process mapping and influence business process improvements
  • Experience implementing system and business process changes
  • Excellent organizational skills with the ability to work in a complex environment and manage multiple tasks, change requests, and projects
  • Proficient in incident, problem, and application change management
  • Knowledge of Federal Compliance rules and regulations as related to the departments support responsibilities
  • Competitive salary range of $121,700 - $182,600
  • Flexible compensation offers based on candidate's experience and skills
  • Opportunities for professional development and training
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