Sr Manager - Customer Service Technology

Iberdrola•Orange, CT

17d•Onsite

About The Position

The Sr. Manager, Customer Service Technology Billing & Collections is responsible for Billing, FICA & Collections Technology. Position is also responsible for the day-to-day management, delivery, and operational performance of technology platforms supporting Billing, Financial Contract Accounting (FICA), and Credit & Collections functions for a regulated electric and/or gas utility. The Sr. Manager, Customer Service Billing & Collections role serves as the primary IT partner to Billing Operations, Credit & Collections, Revenue Protection, and Customer Accounting teams, ensuring systems are stable, compliant, and responsive to changing operational and regulatory requirements. The incumbent will play a key role in maintaining billing accuracy, reducing exceptions, supporting revenue assurance, and enabling customer focused collections practices through effective use of technology. The Sr. Manager, IT Customer Service Technology role reports into the Director – IT Applications.

Requirements

Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field of study and a minimum of ten (10) years of relevant experience.
An equivalent combination of education and experience may be considered.
Relevant experience includes progressively responsible experience in IT, with significant focus on customer‑facing or customer‑operations technology.
Demonstrated experience with customer information systems (CIS), SAP IS-U FI-CA & Billing or other large‑scale customer service platforms.
Proven ability to lead cross‑functional delivery teams and manage complex, high‑visibility systems.

Nice To Haves

Master’s degree in Information Systems, Computer Science, Engineering, or a related field of study.
Hands on experience with CIS billing, IS-U FI CA, or credit and collections platforms.
Understanding of batch processing, billing cycles, and customer impact of system changes.
Experience with FICA concepts such as contract accounts, dunning, write offs, agency interfaces, and payment processing.
Familiarity with utility credit and collections policies, including low-income programs, payment arrangements, and regulatory constraints.
Ability to balance operational stability with incremental modernization.
Strong analytical and troubleshooting skills.
Clear written and verbal communication skills, particularly when explaining system issues to non technical stakeholders.

Responsibilities

Own the technology platforms and configurations supporting: Consumption and non‑consumption billing, FICA contract accounts, postings, payments, and dunning, Credit and collections workflows, rules, and customer communications.
Ensure systems operate reliably during critical billing, invoicing, and collections cycles.
Act as first‑line IT accountability for production issues impacting bills, payments, or customer balances.
Monitor system performance, batch jobs, interfaces, and controls across the billing and collections landscape.
Partner with business teams to identify, prioritize, and reduce billing exceptions, estimated bills, and manual workarounds.
Lead root‑cause analysis and corrective actions for billing defects, posting issues, and collections failures.
Lead IT delivery for billing and collections enhancements, including configuration changes, releases, and minor projects.
Translate business requirements into clear functional and technical designs aligned with utility standards.
Support testing activities (unit, integration, UAT) with strong emphasis on bill accuracy and customer impact.
Ensure billing and collections technology complies with applicable tariffs, customer protection rules, and regulatory timelines.
Support internal and external audits, data requests, and regulatory inquiries related to billing accuracy and collections practices.
Maintain appropriate controls, documentation, and traceability for changes impacting customer charges and financial outcomes.
Serve as a day‑to‑day IT liaison for Billing, Credit & Collections, and Customer Accounting leadership.
Coordinate across IT teams (CIS, integrations, data, infrastructure) to resolve issues and deliver enhancements.
Communicate clearly with business partners on system issues, risks, release timing, and stabilization activities.
Manage small teams of analysts/configurators and coordinate work with system integrators or application support vendors.
Ensure SLAs, backlog priorities, and release activities align with billing calendars and operational constraints.
Contribute to planning and forecasting of run‑costs and small capital initiatives within assigned scope.