Senior Program Manager - Business Transformation

Job Description

Job Description

Summary

We are seeking an experienced Senior Program Manager to lead a large-scale business transformation and process improvement initiative focused on the implementation of Oracle Utilities Customer Cloud Service (CCS), Oracle Utilities Work and Asset Cloud Service (WACS), and related utility business systems. This strategic leadership role will oversee the planning, execution, governance, and successful delivery of a multi-year transformation program impacting customer service, billing, work management, field operations, finance, and regulatory processes.

The ideal candidate combines deep expertise in business process transformation with experience leading complex ERP/enterprise application implementations within Natural Gas, Electric, Water, or other regulated industries. They must be equally comfortable engaging with executive leadership, business stakeholders, and technical teams to ensure delivery of both technology and business value.

Responsibilities

Key Responsibilities

Program Leadership & Governance

• Lead a large-scale enterprise transformation program involving Oracle CCS, WACS, and associated utility operational systems.
  
• Establish and maintain program governance, steering committees, executive reporting, risk management, issue resolution, and decision-making processes.
  
• Develop and manage integrated program plans, budgets, resource allocations, dependencies, milestones, and critical path activities.
  
• Ensure alignment between business objectives, regulatory requirements, and technology implementation strategies.
  
• Drive accountability across cross-functional teams, vendors, system integrators, and business stakeholders.
  
• Manage multi-functional roles across business and technical workstreams.
  

Business Transformation & Process Improvement

• Strong business acumen and experience in utility transformation.
  
• Lead end-to-end business process redesign efforts to improve operational efficiency, customer experience, service delivery, billing accuracy, and regulatory compliance.
  
• Facilitate workshops to assess current-state processes and define future-state operating models.
  
• Identify opportunities for automation, standardization, optimization, and process simplification.
  
• Develop business cases, value realization frameworks, and KPI measurement programs.
  
• Ensure organizational readiness through change management, communications, and stakeholder engagement activities.
  

Systems Implementation Leadership

• In conjunction with IT PMO, oversee implementation and integration of Oracle CCS/CC&B, WACS, and related enterprise applications.
  
• Coordinate business requirements gathering, solution design, testing, data conversion, training, cutover planning, and production deployment.
  
• Collaborate with Enterprise Architecture, Infrastructure, Cybersecurity, Data, and Application teams to ensure successful delivery.
  
• Manage system integrators, software vendors, and consulting partners to achieve contractual and project objectives.
  
• Ensure adoption of industry best practices for utility customer service, billing, work management, and operational processes.
  

Stakeholder Management

• Serve as the primary liaison between executive leadership, business units, IT leadership, regulators, and external partners.
  
• Present program status, risks, financial performance, and key decisions to executive steering committees.
  
• Build strong relationships with customer service, operations, finance, regulatory, field services, and technology organizations.
  
• Drive enterprise-wide alignment and consensus among diverse stakeholder groups.
  

Risk & Financial Management

• Manage program budgets that may exceed several million dollars.
  
• Develop and maintain risk mitigation plans, issue logs, and contingency strategies.
  
• Monitor program financial performance and ensure delivery within approved budget parameters.
  
• Track benefits realization and business outcomes throughout the program lifecycle.
  

Requirements

Required Qualifications

Education

• Bachelor’s degree in Business, Information Technology, Project Management, or related discipline.
  
• Master's Degree preferred (MBA, MIS or similar).
  

Experience

• 10+ years of progressive experience leading large-scale business and technology transformation initiatives.
  
• 5+ years of program management experience delivering complex ERP, CIS, CRM, billing, or enterprise system implementations.
  
• Demonstrated experience managing multi-million-dollar programs with multiple workstreams and cross-functional teams.
  
• Experience leading business process improvement initiatives utilizing Lean, Six Sigma, Business Process Management (BPM), or similar methodologies.
  
• Experience managing third-party vendors, system integrators, and consulting organizations.
  

Desired Certifications

• Project Management Professional (PMP)
  
• Lean Six Sigma Green Belt or Black Belt
  
• Prosci Change Management Certification
  

Candidates with understanding of the following will be preferred:

This role is ideal for a transformational leader who can bridge business operations, utility processes, and enterprise technology implementation to deliver sustainable organizational outcomes. Candidates with understanding of the following will be preferred:

• Customer service operations
  
• Billing and collections
  
• Meter-to-cash processes
  
• Work and asset management
  
• Regulatory compliance requirements
  
• Field service operations
  
• Emergency response processes
  
• Utility customer experience
  

USD$145.00 - 160.00 / hr