{"id":297555,"url":"https://alion.io/job/iberdrola-sr-manager-customer-service-technology","title":"Sr Manager - Customer Service Technology","company":{"id":5398,"name":"Iberdrola","domain":"iberdrola.com","url":"https://alion.io/company/iberdrola","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":39,"ghost_share":0,"stale_share":0.308,"repost_share":0.051,"time_to_fill_p50_days":14,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Orange, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":155600,"max":194500,"currency":"USD","period":"year","gross":null,"usd_annual":194500},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-28T00:00:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-18T15:47:07Z","board_verified":true,"closed_at":null,"days_open":52,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":52},"description":"The base salary range for this position is dependent upon experience and location, ranging from:\n$155,600 to $194,500 in Orange, CT\n$162,640 to $203,300 in Boston, MA\nWhat We Offer:\nCompetitive benefits and growth opportunities\nGenerous performance-based bonuses\n12% 401(k) match\nComprehensive health, dental, and vision insurance\nTuition reimbursement\nProfessional development and clear career advancement pathways\nFor more information please visit: Benefits - Avangrid\nJob Summary\nThe 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.\nThe 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.\nThe Sr. Manager, IT Customer Service Technology role reports into the Director - IT Applications.\nKey Responsibilities\nPlatform Ownership - Billing, FI-CA & Collections\nOwn the technology platforms and configurations supporting:\nConsumption and non-consumption billing\nFICA contract accounts, postings, payments, and dunning\nCredit and collections workflows, rules, and customer communications\nEnsure systems operate reliably during critical billing, invoicing, and collections cycles.\nAct as first-line IT accountability for production issues impacting bills, payments, or customer balances.\nOperational Stability & Exception Management\nMonitor system performance, batch jobs, interfaces, and controls across the billing and collections landscape.\nPartner with business teams to identify, prioritize, and reduce billing exceptions, estimated bills, and manual workarounds.\nLead root-cause analysis and corrective actions for billing defects, posting issues, and collections failures.\nDelivery & Continuous Improvement\nLead IT delivery for billing and collections enhancements, including configuration changes, releases, and minor projects.\nTranslate business requirements into clear functional and technical designs aligned with utility standards.\nSupport testing activities (unit, integration, UAT) with strong emphasis on bill accuracy and customer impact.\nRegulatory & Compliance Support\nEnsure billing and collections technology complies with applicable tariffs, customer protection rules, and regulatory timelines.\nSupport internal and external audits, data requests, and regulatory inquiries related to billing accuracy and collections practices.\nMaintain appropriate controls, documentation, and traceability for changes impacting customer charges and financial outcomes.\nBusiness Partnership & Coordination\nServe as a day-to-day IT liaison for Billing, Credit & Collections, and Customer Accounting leadership.\nCoordinate across IT teams (CIS, integrations, data, infrastructure) to resolve issues and deliver enhancements.\nCommunicate clearly with business partners on system issues, risks, release timing, and stabilization activities.\nVendor & Team Management\nManage small teams of analysts/configurators and coordinate work with system integrators or application support vendors.\nEnsure SLAs, backlog priorities, and release activities align with billing calendars and operational constraints.\nContribute to planning and forecasting of run-costs and small capital initiatives within assigned scope.\nLeadership\nHigh attention to detail and accountability for customer impacting outcomes\nCalm, structured response to production issues\nStrong collaboration with business operations\nRisk-aware mindset appropriate for regulated environments\nContinuous improvement orientation\nRequired Qualifications\nBachelor’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.\nRelevant experience includes progressively responsible experience in IT, with significant focus on customer-facing or customer-operations technology.\nDemonstrated experience with customer information systems (CIS), SAP IS-U FI-CA & Billing or other large-scale customer service platforms.\nProven ability to lead cross-functional delivery teams and manage complex, high-visibility systems.\nPreferred Qualifications\nMaster’s degree in Information Systems, Computer Science, Engineering, or a related field of study.\nHands on experience with CIS billing, IS-U FI CA, or credit and collections platforms.\nUnderstanding of batch processing, billing cycles, and customer impact of system changes.\nExperience with FICA concepts such as contract accounts, dunning, write offs, agency interfaces, and payment processing.\nFamiliarity with utility credit and collections policies, including low-income programs, payment arrangements, and regulatory constraints.\nAbility to balance operational stability with incremental modernization.\nStrong analytical and troubleshooting skills.\nClear written and verbal communication skills, particularly when explaining system issues to non technical stakeholders.\nCompetencies\nGrowth & Continuous Improvement\nInitiative & Change\nFocused on Results\nCustomer Centric (internal and/or external)\nCommunication\nCollaboration\nLeadership (people managers/leaders)\n#LI-OFFICE\n#LI-ER1\nCompany:\nAVANGRID SERVICE COMPANYMobility Information\nPlease 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.\nAt 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.\nIf 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 .\nAvangrid 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.\nAvangrid 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.\nJob Posting End Date:\nSeptember-26-2026","description_format":"text","description_chars":7693,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Professional development","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy Storage","Power Grid","Solar Energy","Wind Energy"],"lifecycle":[{"event":"open","at":"2026-09-05T14:49:45Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.414,"p_room":0.28,"age_days":52,"expected_fill_days":14,"reasons":["conf:13","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":{"stated_usd_annual":194500,"is_top_pay":true},"html_url":"https://alion.io/job/iberdrola-sr-manager-customer-service-technology","json_url":"https://alion.io/job/iberdrola-sr-manager-customer-service-technology.json","meta":{"generated_at":"2026-10-19T17:57:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13838,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5398},"rest":"https://alion.io/mcp/rest/get_company?id=5398"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fiberdrola-sr-manager-customer-service-technology"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fiberdrola-sr-manager-customer-service-technology"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fiberdrola-sr-manager-customer-service-technology"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iberdrola-sr-manager-customer-service-technology\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fiberdrola-sr-manager-customer-service-technology"}]}