The base salary range for this position is dependent upon experience and location, ranging from: $168,000 - $210,000Job Summary:The Senior Director of Business Services &amp; Support (BS&amp;S) for New York is responsible for the strategic planning, execution, and oversight for operational readiness, business process integration, and functional testing initiatives across Customer Services, as well as providing localized technical support of all customer service systems and processes, including integrations with the local customer billing system. This role ensures alignment between corporate IT, business operations, and customer experience strategy by translating, owning, and testing requirements into deliverable business outcomes at the Operating company level.Key Responsibilities:<ul><li>Develop and implement comprehensive strategic plans for BS&amp;S aligning them with overall business objectives. </li><li>Lead end-to-end business readiness activities for strategic and tactical customer operations initiatives.</li><li>Coordinate with Corporate IT, Customer Experience and Digital, and Business needs to ensure smooth deployments and operational transitions, fully supporting changes through the software development lifecycle phases of Business Requirements, Technical Design, Development, Test Writing, Testing, Implementation and post-Implementation Support.</li><li>Champion organizational preparedness including identifying, implementing, and communicating process updates.</li><li>Champion regulatory compliance in all aspects of business readiness and process developments.</li><li>Lead, mentor, and direct a team of process and technical resources under the BS&amp;S function within each of the specific regions, fostering a collaborative and high performing work environment. </li><li>Regularly assesses the effectiveness of the BS&amp;S teams/functions and identifies areas for improvement.</li><li> Oversee and manage the Projects Management Portfolio for New York’s complex and demanding environment of technical initiatives for regulatory compliance.  </li><li>Keeping up to date with emerging technologies and trends, and recommending their adoption where appropriate. </li></ul>Requirements Definition:<ul><li>Facilitate the gathering, documentation, and validation of business requirements for systems and process improvements.</li><li>Act as a liaison between business stakeholders and IT to ensure clarity and alignment of solution designs with operational goals.</li></ul>Functional Testing (SAP &amp; Other Platforms):<ul><li>Oversee and guide functional testing efforts, including User Acceptance Testing (UAT), ensuring quality and fit-for-purpose outcomes.</li><li>Collaborate with testing leads, IT, and vendors to track defects, risks, and progress toward deployment readiness.</li></ul>Operational Reporting:<ul><li>Direct development and delivery of operational reports and dashboards that enable data-driven decision making.</li><li>Identify trends and insights to inform continuous improvement efforts and CX strategy.</li></ul>Incident Triage:<ul><li>Serve as escalation lead for incident triage and resolution, ensuring timely communication and root cause identification.</li><li>Partner with IT and Customer Services to implement short- and long-term corrective actions.</li><li>Maintain timely and efficient level 1 production support protocols for business resolutions with strong facilitation and collaboration with IT and/or 3rd Party Vendors on level 2 issues to achieve timely and accurate resolutions. </li></ul>Projects Portfolio Management:<ul><li>Serve as Business Area Coordinator for extensive list of New York technical projects requiring SAP system and/or interface changes related to regulatory mandates and/or company strategic objectives.  </li><li>Administer quality management process for Annual Demand Planning involving project definitions, resource planning, capital and operational funding, justifications, and prioritizations with extensive collaboration involving stakeholders, functional business areas, IT, and financial groups.  </li><li>Administer Performance Measurement to track project and portfolio progress in financial terms and deliverables.</li></ul>Required Qualifications:<ul><li>Bachelor’s degree in business, Operations Management, Information Systems, or related field.</li><li>At least 15 years of experience in business operations, customer service support, or transformation programs in a utility or regulated industry.</li><li>The equivalent combination of education and experience may be considered. </li><li>Strong understanding of SAP, customer systems, and cross-functional business processes.</li><li>Demonstrated success in leading teams through change, integration, and readiness programs.</li><li>Excellent communication, stakeholder engagement, and decision-making skills.</li><li>Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues. </li><li>Proficient in data analysis, operational reporting tools, and project management.</li><li>Understanding of the utility industry and business environment relevant to Avangrid/NYSEG &amp; RG&amp;E. </li></ul>Preferred Qualifications:<ul><li>Experience with large scale CRM and Billing transformation and integration programs at enterprise utility companies.</li><li>MBA qualification.</li></ul>#LI-On-Site#LI-JM1Company:NY STATE ELECTRIC &amp; GAS CORPMobility InformationPlease 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 <a href="mailto:careers@avangrid.com">careers@avangrid.com</a>.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.Job Posting End Date:

Avangrid is a leading sustainable energy company transitioning America toward a clean and connected future headquartered in Orange, CT, and has a footprint in 24 states with $40 billion in assets. Our primary businesses are Networks, which serves 3.3 million electric and natural gas customers in the Northeast, and Renewables, the third-largest renewable energy company in the U.S. with a diverse onshore and offshore renewable energy portfolio. With more than 7,000 employees, Avangrid has built a culture that blends diversity, equity and inclusion guided by the company&rsquo;s ESG+F framework and the UN Sustainable Development Goals. This has led to recognition by JUST Capital in 2021 and 2022 as one of America&rsquo;s best corporate citizens and second in utilities for our commitment to the environment and the communities we serve. Avangrid has been named one of the World&rsquo;s Most Ethical Companies for four consecutive years by the Ethisphere Institute.

Sr Director - Bus Services & Support

The base salary range for this position is dependent upon experience and location, ranging from: $168,000 - $210,000Job Summary:The Senior Director of Business Services &amp; Support (BS&amp;S) for New York is responsible for the strategic planning, execution, and oversight for operational readiness, business process integration, and functional testing initiatives across Customer Services, as well as providing localized technical support of all customer service systems and processes, including integrations with the local customer billing system. This role ensures alignment between corporate IT, business operations, and customer experience strategy by translating, owning, and testing requirements into deliverable business outcomes at the Operating company level.Key Responsibilities:<ul><li>Develop and implement comprehensive strategic plans for BS&amp;S aligning them with overall business objectives.&nbsp;</li><li>Lead end-to-end business readiness activities for strategic and tactical customer operations initiatives.</li><li>Coordinate with Corporate IT, Customer Experience and Digital, and Business needs to ensure smooth deployments and operational transitions, fully supporting changes through the software development lifecycle phases of Business Requirements, Technical Design, Development, Test Writing, Testing, Implementation and post-Implementation Support.</li><li>Champion organizational preparedness including identifying, implementing, and communicating process updates.</li><li>Champion regulatory compliance in all aspects of business readiness and process developments.</li><li>Lead, mentor, and direct a team of process and technical resources under the BS&amp;S function within each of the specific regions, fostering a collaborative and high performing work environment.&nbsp;</li><li>Regularly assesses the effectiveness of the BS&amp;S teams/functions and identifies areas for improvement.</li><li>&nbsp;Oversee and manage the Projects Management Portfolio for New York’s complex and demanding environment of technical initiatives for regulatory compliance. &nbsp;</li><li>Keeping up to date with emerging technologies and trends, and recommending their adoption where appropriate.&nbsp;</li></ul>Requirements Definition:<ul><li>Facilitate the gathering, documentation, and validation of business requirements for systems and process improvements.</li><li>Act as a liaison between business stakeholders and IT to ensure clarity and alignment of solution designs with operational goals.</li></ul>Functional Testing (SAP &amp; Other Platforms):<ul><li>Oversee and guide functional testing efforts, including User Acceptance Testing (UAT), ensuring quality and fit-for-purpose outcomes.</li><li>Collaborate with testing leads, IT, and vendors to track defects, risks, and progress toward deployment readiness.</li></ul>Operational Reporting:<ul><li>Direct development and delivery of operational reports and dashboards that enable data-driven decision making.</li><li>Identify trends and insights to inform continuous improvement efforts and CX strategy.</li></ul>Incident Triage:<ul><li>Serve as escalation lead for incident triage and resolution, ensuring timely communication and root cause identification.</li><li>Partner with IT and Customer Services to implement short- and long-term corrective actions.</li><li>Maintain timely and efficient level 1 production support protocols for business resolutions with strong facilitation and collaboration with IT and/or 3rd Party Vendors on level 2 issues to achieve timely and accurate resolutions.&nbsp;</li></ul>Projects Portfolio Management:<ul><li>Serve as Business Area Coordinator for extensive list of New York technical projects requiring SAP system and/or interface changes related to regulatory mandates and/or company strategic objectives. &nbsp;</li><li>Administer quality management process for Annual Demand Planning involving project definitions, resource planning, capital and operational funding, justifications, and prioritizations with extensive collaboration involving stakeholders, functional business areas, IT, and financial groups. &nbsp;</li><li>Administer Performance Measurement to track project and portfolio progress in financial terms and deliverables.</li></ul>Required Qualifications:<ul><li>Bachelor’s degree in business, Operations Management, Information Systems, or related field.</li><li>At least 15 years of experience in business operations, customer service support, or transformation programs in a utility or regulated industry.</li><li>The equivalent combination of education and experience may be considered.&nbsp;</li><li>Strong understanding of SAP, customer systems, and cross-functional business processes.</li><li>Demonstrated success in leading teams through change, integration, and readiness programs.</li><li>Excellent communication, stakeholder engagement, and decision-making skills.</li><li>Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.&nbsp;</li><li>Proficient in data analysis, operational reporting tools, and project management.</li><li>Understanding of the utility industry and business environment relevant to Avangrid/NYSEG &amp; RG&amp;E.&nbsp;</li></ul>Preferred Qualifications:<ul><li>Experience with large scale CRM and Billing transformation and integration programs at enterprise utility companies.</li><li>MBA qualification.</li></ul>#LI-On-Site#LI-JM1Company:NY STATE ELECTRIC &amp; GAS CORPMobility InformationPlease 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 <a href="mailto:careers@avangrid.com">careers@avangrid.com</a>.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. &nbsp;This does not include those that will work for Avangrid Power.Job Posting End Date:

Sr Director - Bus Services & Support

About the Job

About the Company

Iberdrola

Similar Jobs

Director, Business Systems

Director, Business Systems

Director, Process Improvement and Quality Assurance - Gexa

Director, Process Improvement and Quality Assurance - Gexa

Senior Manager, Transmission & Distribution Line Operations

Senior Manager, Transmission & Distribution Line Operations

Technology Services Group, Senior Project Manager

Technology Services Group, Senior Project Manager

Senior Technical Project Manager

Senior Technical Project Manager

Director, Commercial Operations - Data Center

Director, Commercial Operations - Data Center

Sr Analyst, Cost Controls

Sr Analyst, Cost Controls

Project Manager

Project Manager

Director, Business Operations

Director, Business Operations

VP, Business Operations

VP, Business Operations