Sr Manager - Customer Service Technology

Office Locations: Orange, CT or Boston, MA

Pay

The base salary range for this position is $155,600 to $203,300, dependent upon experience and location.

Benefits

• 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

About the role

The Sr. Manager, Customer Service Technology Billing & Collections is responsible for Billing, FICA & Collections Technology. This position manages the day-to-day 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 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 reports to the Director – IT Applications.

Responsibilities

• Platform Ownership – Billing, FI-CA & Collections
  • 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.
• Operational Stability & Exception Management
  • 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.
• Delivery & Continuous Improvement
  • 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.
• Regulatory & Compliance Support
  • 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.
• Business Partnership & Coordination
  • 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.
• Vendor & Team Management
  • 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.
• Leadership
  • High attention to detail and accountability for customer-impacting outcomes
  • Calm, structured response to production issues
  • Strong collaboration with business operations
  • Risk-aware mindset appropriate for regulated environments
  • Continuous improvement orientation

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.
• 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.

Preferred Qualifications

• 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.

Skills

• Growth & Continuous Improvement
• Initiative & Change
• Focused on Results
• Customer Centric (internal and/or external)
• Communication
• Collaboration
• Leadership (people managers/leaders)

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.