Manager, Customer Systems & Processes (Indiana)

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.

If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.

We are seeking a strategic and collaborative Manager Customer Systems & Processes to lead a team of business and process solutions analysts supporting SAP ISU and CSM modules across our electric utilities billing and customer service operations. The Manager will provide market-specific leadership for a team of Business Process Owners including Finance Credits & Contract Accounting (FICA) Customer Service Management (CSM) Device & Field Services Management (FSM) Meter Data Management (MDM) and Billing. The Manager will serve as a critical link between enterprise transformation initiatives and local operational execution ensuring regulatory alignment process optimization and system enhancements tailored to each markets unique needs.

Responsibilities

Team Leadership & Development

• Lead coach and develop a team of four or more Business Process Owners across key SAP ISU and CSM modules
• Foster a collaborative and high-performance culture focused on continuous improvement and customer-centric outcomes
• Provide guidance on prioritization workload balancing and professional development

Market-Specific Strategy & Execution

• Serve as the primary liaison between local operations and the Sr. Manager of Customer Systems Transformation
• Ensure BPO initiatives align with market-specific regulatory requirements business priorities and customer expectations
• Drive execution of transformation projects and system enhancements with a focus on local impact and operational readiness

Process Optimization & Governance

• Oversee the documentation standardization and continuous improvement of end-to-end business processes
• Collaborate with IT regulatory and operations teams to ensure compliance and efficiency
• Monitor KPIs and process performance to identify opportunities for improvement

Stakeholder Engagement

• Partner with cross-functional teams including Billing Customer Service T&D IT and Regulatory Affairs to ensure alignment and transparency
• Represent market-specific needs in enterprise-wide transformation planning and decision-making
• Facilitate feedback loops between BPOs and operational teams to ensure solutions are practical and effective

Education / Experience (Required)

• Bachelors degree in Business Information Systems or related field or equivalent relevant experience in utility operations SAP ISU/CSM or process management
• 5 years of experience in utility billing customer service or business process ownership.
• Proven leadership experience managing cross-functional teams or product owners
• Strong understanding of SAP ISU modules including FICA Billing CSM FSM and MDM
• Experience navigating regulatory environments and tailoring solutions to meet compliance requirements
• Excellent communication stakeholder management and strategic planning skills

Preferred Skills and Experience

• SAP ISU or CSM Certification
• Experience in both regulated and deregulated utility markets
• Familiarity with Agile methodologies and product ownership frameworks
• Background in customer transformation or enterprise system implementations

Success Metrics

• Improved alignment of BPO initiatives with market-specific priorities
• Increased efficiency and accuracy in billing and customer service processes
• Enhanced collaboration between BPOs and operational teams
• Timely execution of transformation projects with measurable business impact

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds differences and perspectives enables us to improve the lives of our people customers suppliers contractors and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex sexual orientation gender gender identity and/or expression race national origin ethnicity age religion marital status physical or mental disability pregnancy childbirth or related medical condition military or veteran status or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary the Department of Homeland Security (DHS) with information from each new employees I-9 to confirm work authorization.

Required Experience:

Manager