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Manager - Customer Experience and Digital Product Management (ASC 65723) Augusta, ME, US in Augusta, ME at Avangrid

Date Posted: 2/2/2019

Job Snapshot

  • Employee Type:
  • Location:
    Augusta, ME
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Publication date: 26.12.2018REFERENCE: 5100380706


Company: AVANGRID Service Company (ASC)Department: Customer ServiceJob Title: Manager - Customer Experience and Digital Product ManagementReports to: Vice President – Customer ServiceLocation: Augusta, ME, USCross Company Responsibility: Yes

Business and DepartmentUSA,

DescriptionJOB SUMMARY:

Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

Oversee team of professional technical project managers to develop and implement strategy to optimize thecustomer experience across Avangrid Networks. Design, deliver, enhance all existing/new services for customers,with a focus on the digitization of customer touchpoints and consistency across brands. Ensure customerexperience is optimized forsatisfaction and efficiency.

Responsible for the development and delivery of new and enhanced services to customers, in direct collaborationwith IT and other key corporate functions. Leads a team of 5-10 professional technical project managers acrossNY, CT, ME, MA. Delivers project updates to Customer Service executive leadership, to Operating CompanyPresidents/CEOs, to regulatory bodies in NY, ME, CT, and MA, and to Iberdrola Global Practice Groups. Ensurescustomer experience isoptimized for satisfaction and efficiency.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

• Project Management: oversee team of professional staff wholead complex, cross-disciplinary technical projects.
• Financial: deliver all projects on-time, on-budget.
• Planning: engage with Research function to assess customer

needs and develop plans for future products and services.
• Benchmarking: engage in ongoing benchmarking of best practices for customer-facing products, services,experiences across Iberdrola globally, across the utility industry.
• Global Customer Digital Road Map: update and implement incollaboration with key Customer Service functional area leaders and IT.
• Project Reporting: develop and deliver regular project statusreporting.
• Sustainability and Quality: develop comprehensivesustainability and quality plans for new and enhanced services.

Additional Responsibilities:
• Develop and maintain common standards for project management, financial analysis, status reporting,sustainability planning for all major projects within Customer Service.
• Actively collaborate with IT and other relevant corporatefunctions to plan for and resource major customer-facing projects.


Education & Experience Required:

• Bachelor’s degree (or significant and advanced experience inthis specific field for over 15 years) required. Master’s Degreepreferred.
• 10 years of relevant experience.
• Project management experience, with a focus on IT solutions.
• Advanced proficiency in Excel, PowerPoint, Word.

Preferred Qualifications:
• Project Management certification.
• Knowledge of technology and services supporting all facets ofthe customer experience (meter to cash).
• Vendor management experience.
• Experience managing geographically-dispersed professionalstaff.
• Ability to travel.


• Passion for optimizing the customer experience.
• Successful experience planning and implementing new technology-based services for customers – on-time,on-budget.
• Experienced in the application of customer research techniques to drive optimal customer experiences.
• Demonstrated effectiveness facilitating teams across functional areas and operating companies.

• Proven ability to manage multiple strategic deliverables on-time.
• Excellent oral and written communications skills.
• Change management experience.

This opportunity will offerAVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualifiedindividuals based on their status as protected veterans or individuals with disabilities, and prohibit discriminationagainst all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action toemploy and advance in employment individuals without regard to race, color, religion, sex, sexual orientation,gender identity, or national origin, protected veteran status or any other status protected by federal, state, or locallaw. The Company is committed to a policy in all of its employment practices of equal opportunity without regard torace, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,veteran status, sexual orientation, or other protected status.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or toapply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at877-387-9061 or