The base salary range for this position is dependent upon experience and location, ranging from:
Orange, CT: $208,000 - $260,000
Boston, MA: $218,000 - $272,000
What We Offer:
- Competitive benefits and growth opportunities.
- Generous performance‑based bonuses.
- 12% 401(k) match.
- Comprehensive health, dental, and vision insurance.
- Tuition reimbursement.
- Professional development and clear career‑advancement pathways.
For more information, please visit: Benefits - Avangrid
Job Summary:
The Senior Director – Customer Service Technology & Digital Products is a transformational executive leader responsible for the enterprise customer technology and digital product agenda across Avangrid’s multi-jurisdiction regulated utility environment. This role sets the vision, operating model, governance, talent strategy, and investment roadmap for customer service technology, digital customer engagement, SAP S/4HANA customer-domain modernization, CCaaS transformation, AI-enabled customer operations, and business-value realization.
- Ownership of customer technology and digital products.
- S/4HANA customer-domain transformation leadership.
- Digital product operating model and value realization.
- CCaaS, AI, SAP, data, and customer experience integration.
- Leadership of directors, senior managers, product leaders, and strategic vendors.
Key Responsibilities:
Enterprise Strategy & Roadmap:
Define the enterprise strategy and integrated roadmap for Customer Service Technology and Digital Products across operating companies, including S/4HANA Utilities, SAP Service Cloud, CRM/CIS, CCaaS, digital channels, AI-enabled customer service, customer communications, data/analytics, and integration capabilities.
S/4HANA Customer-Domain Ownership:
Provide technical leadership for the customer-domain scope of the S/4HANA transformation, ensuring business process standardization, regulatory readiness, integration design, data quality, testing strategy, training readiness, cutover governance, hypercare, and transition to a sustainable run model.
Digital Product Operating Model:
Design and scale a product-centric operating model that establishes unified demand intake, value-based prioritization, product ownership, portfolio governance, capacity planning, decision rights, KPIs, and value realization across customer service and digital workstreams.
Customer Experience Modernization:
Support the modernization of customer engagement capabilities, including digital self-service, mobile/web channels, proactive communications, contact center transformation, intelligent virtual assistant capabilities, agent experience, and AI-supported service operations.
Operating Model & Organizational Change:
Drive the shift from application-centric and reactive delivery to a standardized, AI-enabled, business-centric operating model with clear accountability, reusable capacity, disciplined governance, and sustained adoption across operating companies.
Multi-Jurisdiction Governance:
Establish governance that balances enterprise standardization with local operating company, jurisdictional, regulatory, and rate-case needs. Coordinate across Customer Service, Billing, Regulatory, Legal, Compliance, Cybersecurity, Finance, Procurement, PMO, Global IT, and operating company leadership.
Executive Stakeholder Management:
Serve as senior IT executive partner to customer service and enterprise leaders. Communicate strategy, risks, investment needs, portfolio decisions, delivery performance, financial performance, and value outcomes to executive forums and steering committees.
Vendor, SI/BI & Contract Governance:
Oversee strategic vendor, system integrator, business integrator, QA/controls advisor, and software partner performance, including SOW alignment, RACI clarity, milestones, SLAs/KPIs, commercial governance, security/control obligations, and value-at-risk/business outcome commitments.
Financial & Investment Leadership:
Own or influence capital and operating investment planning for the customer technology and digital product portfolio, including budget forecasts, benefits realization, cost optimization, capitalization discipline, rate-case alignment, and long-term affordability.
Talent, Capability & Succession:
Lead directors, senior managers, product leaders, and technical teams. Build internal capability in SAP Utilities, digital product management, CCaaS, AI, integration, data, quality engineering, vendor management, and transformation leadership. Establish succession plans and leadership maturity across the organization.
Transformation Accountabilities:
- Create an enterprise-level customer technology transformation roadmap that integrates S/4HANA, CCaaS, digital channels, customer communications, analytics, data, cybersecurity, AI, and operating company requirements into a coherent delivery agenda.
- Sponsor and govern the transition to standardized customer-service processes, harmonized technology patterns, reusable product capacity, and disciplined decision rights across the customer technology landscape.
- Ensure the S/4HANA program has clear customer-domain technical ownership, milestone definitions, RACI alignment, KPI baseline strategy, support business readiness, surge support planning, third-party integration, and post-go-live stabilization accountability.
- Drive modernization of the SAP technical function and future run model, including clean-core discipline, architecture and integration standards, support model design, internal upskilling, vendor transition, and knowledge retention.
- Lead cultural change by setting expectations for accountability, transparency, value realization, cross-functional collaboration, continuous improvement, and customer-centric execution.
Organizational Scope & Impact:
- Portfolio: Customer service technology, digital customer products, SAP customer-domain capabilities, CCaaS/contact center, AI-enabled customer services, customer communications, analytics, integration, and product operating model governance.
- Leadership: Direct leadership of directors, senior managers, product managers/owners, technical leads, analysts, vendor teams, and transformation workstream leaders.
- Enterprise Reach: Multi-state, multi-operating-company customer technology scope with enterprise standards and local regulatory/jurisdictional requirements.
- Financial Accountability: Capital and operating investment planning, run-cost governance, vendor spend, forecast accuracy, benefits realization, and alignment of technology investment to business outcomes.
- Risk Profile: High customer, regulatory, operational, data, cybersecurity, financial, and reputational impact due to billing, customer service, contact center, digital, and S/4HANA transformation dependencies.
Required Qualifications:
- Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or a related field; equivalent combination of education and executive-level experience may be considered.
- Minimum of 15 years of progressive technology leadership experience, including executive responsibility for customer-facing platforms, enterprise applications, digital products, or large-scale transformation programs.
- Proven experience leading large, complex, multi-year technology transformations involving SAP, CRM/CIS, integrations, data, testing, cutover, hypercare, operating model change, and business readiness.
- Demonstrated ability to lead directors, senior managers, cross-functional teams, system integrators, business integrators, strategic vendors, and matrixed business stakeholders.
- Strong financial acumen, including capital/operating budget management, vendor commercial governance, forecast discipline, value realization, and executive investment decision support.
- Executive communication capability with proven ability to influence senior leaders, resolve ambiguity, manage conflict, and drive decisions across business, IT, regulatory, finance, procurement, security, and operations stakeholders.
Preferred Qualifications:
- Senior leadership experience in a regulated electric, gas, water, telecommunications, or similarly regulated environment with complex customer operations and compliance requirements.
- Deep knowledge of SAP S/4HANA Utilities, SAP IS-U, SAP Service Cloud, CRM/CIS, FI-CA, meter-to-cash, customer engagement, billing, credit/collections, and utility regulatory operations.
- Experience leading CCaaS/contact center modernization, digital customer engagement, intelligent virtual assistants, AI-enabled service operations, analytics, omnichannel platforms, and customer experience transformation.
- Experience designing or scaling product operating models, including value streams, unified intake, portfolio governance, product ownership, capacity planning, OKRs/KPIs, and value realization.
- Experience with SAP Activate, agile-at-scale, hybrid delivery, enterprise architecture, clean-core principles, integration strategy, testing automation, quality governance, and managed services transitions.
- Master’s degree, executive education, SAP certification, product management certification, or program/portfolio management certification preferred; Spanish fluency is a plus.
Leadership Competencies:
- Executive Presence: Represents the transformation agenda with clarity, credibility, maturity, and calm command in executive and cross-functional forums.
- Transformational Leadership: Sets the vision, aligns leaders, challenges legacy ways of working, and drives adoption of the future-state operating model.
- Enterprise Accountability: Balances customer, regulatory, operational, technology, financial, and reputational outcomes across the enterprise.
- Influence and Alignment: Builds coalitions across operating companies, functions, vendors, and governance bodies to resolve ambiguity and move decisions forward.
- Talent Development: Creates leadership depth, succession, capability uplift, and a sustainable internal talent model for customer technology and digital products.
- Disciplined Execution: Uses governance, data, KPIs, risk management, and financial controls to turn strategy into measurable delivery and operational outcomes.
- Business-Centric Technology Judgment: Connects architecture, SAP, AI, digital, data, and vendor decisions to measurable customer, regulatory, and financial value.
Measures of Success:
- Clear enterprise roadmap and governance model adopted across customer service technology and digital products.
- Successful S/4HANA customer-domain delivery milestones, business readiness, integration readiness, cutover confidence, and post-go-live stabilization.
- Improved portfolio transparency, value-based prioritization, capacity alignment, and measurable business outcomes from digital and customer technology investments.
- Reduction in fragmented demand channels, unclear ownership, avoidable escalations, and low-value work consumption.
- Strong vendor/SI/BI performance against milestones, deliverables, controls, SLAs/KPIs, and commercial commitments.
- Sustainable operating model with strengthened internal capability, succession plans, reduced key-person risk, and clear run/support accountability.
- Improved customer, agent, regulatory, and operational outcomes through reliable platforms, modern digital engagement, and AI-enabled customer operations.
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Company:
AVANGRID SERVICE COMPANY
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.
Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee’s management.
Job Posting End Date:
