Job Description
Publication date: 18.03.2019
REFERENCE: 5100380711
Company
Company: AVANGRID Service Company (ASC)
Department: Customer Service
Job Title: Manager - Customer Experience and Digital Product Management
Reports to: Vice President – Customer Service
Location: Augusta, ME, US
Cross Company Responsibility: Yes
Business and Department
USA
,
Description
JOB 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 the
customer 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 customer
experience is optimized for
satisfaction and efficiency.
Responsible for the development and delivery of new and enhanced services to customers, in direct collaboration
with IT and other key corporate functions. Leads a team of 5-10 professional technical project managers across
NY, CT, ME, MA. Delivers project updates to Customer Service executive leadership, to Operating Company
Presidents/CEOs, to regulatory bodies in NY, ME, CT, and MA, and to Iberdrola Global Practice Groups. Ensures
customer experience is
optimized for satisfaction and efficiency.
MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):
- Project Management: oversee team of professional staff who
- Financial: deliver all projects on-time, on-budget.
- Planning: engage with Research function to assess customer
- Benchmarking: engage in ongoing benchmarking of best practices for customer-facing products, services,
- Global Customer Digital Road Map: update and implement in
- Project Reporting: develop and deliver regular project status
- Sustainability and Quality: develop comprehensive
- Develop and maintain common standards for project management, financial analysis, status reporting,
- Actively collaborate with IT and other relevant corporate
Requirements
JOB REQUIREMENTS:
Education & Experience Required:
- Bachelor’s degree (or significant and advanced experience in
preferred.
- 10 years of relevant experience.
- Project management experience, with a focus on IT solutions.
- Advanced proficiency in Excel, PowerPoint, Word.
- Project Management certification.
- Knowledge of technology and services supporting all facets of
- Vendor management experience.
- Experience managing geographically-dispersed professional
- Ability to travel.
Skills/Abilities:
- Passion for optimizing the customer experience.
- Successful experience planning and implementing new technology-based services for customers – on-time,
- 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-
- Excellent oral and written communications skills.
- Change management experience.
This opportunity will offer
AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of
41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified
individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination
against 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 to
employ 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 local
law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to
race, 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 to
apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at
877-387-9061 or careers@avangrid.com
Get email alerts for the latest"Manager - Customer Experience and Digital Product Management... jobs in Augusta, ME"