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Colorado Springs Utilities Manager of Customer Applications in Colorado Springs, Colorado

Manager of Customer Applications

Job Type: Supervisor/Manager

Pay Range 132,000 to $164,000

Location Colorado Springs, CO

Posting Close Date 7/12/20

Manager of Customer Applications

You’ve always loved technology and the challenges of leadership. As the Manager of Customer Applications at Colorado Springs Utilities, you will have the opportunity to lead a team of professionals and make a difference in our organization and community every day by leveraging relationships, strategic thinking, problem-solving capabilities, and technology solutions. If this sounds like the job for you, read on.

In this results-oriented, change-focused role, you will be responsible for the successful implementation, operationalization, and administration of more than 20 applications (billing, payment, self-service) delivering the customer experience. You and your team (including CIS Business Solutions, Applications Project Execution, and Customer Applications Data Governance) will serve as the liaison between Customer Services business operations and Information Technology teams and as such must have a solid understanding of business operations as well as technology and customer application systems.

Managerial/Leadership:

  • Consistently operating in a caring, humble, purposeful, transparent, mature manner- upholding our core values and principles, and leading by example.

  • Developing, implementing and monitoring short and long-term strategies and annual business plans to achieve the organizational mission, goals and performance measures.

  • Providing oversight and direction in accordance with the organization's culture, policies, and procedures to meet team, department, and organizational goals.

  • Workforce planning to include forecasting, planning, recruiting, interviewing, selecting, hiring, employing an appropriate number of personnel with proper skills, organizing, tracking and directing work to accomplish team, department, and organizational goals.

  • Establishing performance requirements and personal development targets; evaluating the performance of assigned staff; monitoring performance and providing coaching for performance improvement; overseeing development of employees including overseeing new employee onboarding and providing career development planning and opportunities at all experience levels.

  • Developing and administering section budget including monthly forecasting and variance reporting.

  • Negotiating contracts, managing vendors, managing budget, and providing strategic direction for system upgrades, roadmaps, and system implementations.

Technology, Data Governance, and Project Management Responsibilities:

  • Fully leveraging customer business system applications by effectively administering the applications while aligning business operations, customer expectations, and interfacing applications in support of the meter-to-cash cycle.

  • Developing and deploying business process design and redesign, including process mapping and analysis, improvement recommendations, the establishment of control mechanisms and other improvement initiatives related to assigned applications to provide consistency and uniformity for increased efficiency, productivity and effectiveness.

  • Ensuring successful and cost-effective delivery of technology projects. Developing and managing project budgets, activities, schedules and milestones. Proactively identifying technical dependencies and roadblocks to mitigate risks.

  • Ensuring security of applications by granting access and performing user provisioning as well as coordinating the response to applicable audits.

  • Managing IT operations risks to the business, including software licensing, hardware and software maintenance, security, and disaster recovery related to all new or upgraded assigned applications.

  • Continuously evaluating, implementing, and managing technology resources to ensure cost effective delivery models and maximizing the value-add of technology resources.

  • Establishing, implementing, and governing a data governance framework for customer applications.

The successful candidate will demonstrate the following:

  • A strong commitment to our core values and principles.

  • A minimum of ten years progressively responsible experience, including at least five years in a senior management or executive level position preferred, along with a bachelor’s degree in Business Administration, Information Technology, Management, or a closely related field.

  • Demonstrated presentation skills and credibility to win support and align the organization.

  • Demonstrated success in leading technology efforts and possessing the credibility to garner support for changes to systems, infrastructure or processes using strong analytical, supervisory, relationship-building, communication, and project management skills.

  • Passion for participating in the collaborative design and implementation of projects to create excellent customer experiences, reduce costs, minimize defects, maintain high availability, and improve performance across different application suites.

  • Strong knowledge of software development lifecycle methodologies related to building customer-facing applications to maximize customer experience and satisfaction. Solid understanding of development tools, software applications, query and control languages, programming languages, database systems, and application integrations.

  • Solid understanding of data governance frameworks. Familiarity with Oracle Customer Care and Billing (CC&B), Oracle Meter Data Management (MDM), Genesys, and KUBRA are a plus.

What a career at Colorado Springs Utilities can offer you…

  • As a community-owned enterprise for over 100 years, we offer the stability of providing a required service and commodity for our community.

  • We understand employees have competing priorities. That is why we have created an environment which embraces teamwork and flexibility.

  • Join a diverse team of high performers who take pride in delivering exceptional service to our community through new and innovative technologies and tap into the power of your potential!

ATTENTION: During the current coronavirus (COVID-19) pandemic, Colorado Springs Utilities will continue advertising open positions. However, in-person interviews will discontinue for most positions until further notice. Instead, our hiring process will leverage remote technology solutions, to include the enhanced use of email, telephone and video solutions where possible. Additionally, we anticipate delays confirming start dates for successful candidates until we are able to resume more normal business operations. We appreciate your patience and understanding during this time.

All postings will close at 11:59pm on the Posting Close Date. Candidates must apply for the position prior to this date and time. If the Posting Close Date is blank, the position will remain open until filled .

Actual starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.

Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that no person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.

For more information regarding applicant rights, visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Have a question? If you have a question about a position or need assistance from a recruiter, email us at csurecruiting@csu.org or call 719-668-7500.

Accessibility Accommodations . If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at accessibility@csu.org or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.

E-Verify and Right to Work Notice . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: http://coloradospringsutilities.jobs/applicants-rights-and-responsibilities/ . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.

Colorado Springs Utilities does not participate in work visa programs or sponsorship of work visas of any kind (including but not limited to F-1, H-1B or TN visas)

Eligible applicants must be authorized to work in the United States on a permanent basis

Job Type: Supervisor/Manager

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