Sr Director - Bus Services & Support

Iberdrola•Rochester, NY

1d•Onsite

About The Position

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.

Requirements

Bachelor’s 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.

Nice To Haves

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

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 York’s 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.
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.
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.
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.
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.
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.