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We are 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 our 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.
Responsibilities
Team Leadership & Development
- 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
Market-Specific Strategy & Execution
- 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
Process Optimization & Governance
- 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
Stakeholder Engagement
- 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
Education / Experience (Required)
- 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
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
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
AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
