Senior Director – Bus Services, Support

Iberdrola

Senior Director of Business Services & Support managing operational readiness and technical support for customer service systems at Avangrid. Leading strategic plans and ensuring alignment across functions.

Posted 6/6/2026full-timeRochester • New York • 🇺🇸 United StatesSenior💰 $172,000 - $215,000 per yearWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SAPdata analysisoperational reportingproject managementbusiness process integrationfunctional testingcustomer service systemstechnical supportstrategic planningbusiness transformation

Soft Skills

leadershipcommunicationstakeholder engagementdecision-makinganalytical skillsproblem-solvingmentoringorganizational preparednessteam managementchange management

Certifications & Qualifications

Bachelor’s degree in businessBachelor’s degree in Operations ManagementBachelor’s degree in Information Systems

Industry Keywords

utility industryregulated industrycustomer experience strategyoperational readinessbusiness operationsintegration programsreadiness programsAvangridNYSEGRG&E

About the role

Key responsibilities & impact

Responsible for the strategic planning, execution, and oversight for operational readiness, business process integration, and functional testing initiatives across Customer Services
Provides localized technical support of all customer service systems and processes, including integrations with the local customer billing system
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
Develops and implements comprehensive strategic plans for BS&S aligning them with overall business objectives
Leads end-to-end business readiness activities for strategic and tactical customer operations initiatives
Coordinates with Corporate IT, Customer Experience and Digital, and Business needs to ensure smooth deployments and operational transitions
Champions organizational preparedness including identifying, implementing, and communicating process updates
Leads, mentors, and directs a team of process and technical resources under the BS&S function
Oversees and manages the Projects Management Portfolio for New York’s complex and demanding environment of technical initiatives

Requirements

What you’ll need

Bachelor’s degree in business, Operations Management, Information Systems, or related field
At least 15 years of experience in business operations, customer service support, or transformation programs in a utility or regulated industry
Strong understanding of SAP, customer systems, and cross-functional business processes
Demonstrated success in leading teams through change, integration, and readiness programs
Excellent communication, stakeholder engagement, and decision-making skills
Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues
Proficient in data analysis, operational reporting tools, and project management
Understanding of the utility industry and business environment relevant to Avangrid/NYSEG & RG&E.

Benefits

Comp & perks

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