Sr Manager Customer Experience & Meter-to-Cash

Requisition Number: 28033 

At UGI Utilities, Inc. we believe in providing a superior range of energy products and services to our customers in a safe, affordable manner. As our energy needs evolve, UGI will be there providing safe and reliable service that brings warmth and comfort to our 750,000 customers in 45 counties in Pennsylvania and 1 county in Maryland.

We strive to reflect the communities we serve by attracting and retaining top talent, while maintaining a diverse workforce that embraces our culture of safety, service, and integrity. As an employee of UGI Utilities, you can expect a competitive total compensation plan and comprehensive benefits. Employees work in a collaborative environment, have upward mobility opportunities, and the ability to enjoy a true work life balance.

To learn more about UGI's workplace culture, sustainability efforts, and commitment to inclusivity, we invite you to visit our UGI Corporate sustainability page. 

Apply to UGI Utilities today to share in our mission and support countless neighbors, friends, and families in providing best-in-class products and services!

Position Summary

The Sr. Manager - Customer Experience and Meter-to-Cash (COE) focuses on the improvement of business processes supporting UGI’s customer journey, and on the enhancement and evolution of the technical solutions supporting these processes. The Sr Manager is responsible for planning, organizing, and managing the work executed by functional team members supporting Customer Relationship Management (CRM) functionality, Meter-to-Cash (M2C) functionality, and Customer Experience (CX) functionality across UGI’s customer information technical solutions. In addition, this position is responsible for aligning the team’s output with business objectives and strategies, supporting team members in promoting user proficiency and adoption of the technical solutions, validating changes to enterprise solutions, ensuring proper controls over master data, and driving improvements in analytics and leveraging AI integration in support of efficiency gains for UGI.

Essential Functions

Planning and Technical Solution Evolution Roadmap: Collaborates with Business and IT Leaders in defining business needs and developing workplans and roadmaps to support those needs. Supports the prioritization of business requirements, budget estimates, and business case development for major capital investment in technology solutions.

Technical Solution Support: Oversees and monitors incident management activities assigned to COE team members. Supports team members in troubleshooting and solutioning complex incidents and problems.

Functionality Enhancements and Projects: Provides guidance and plans functionality enhancements, upgrades, and solution deployments that maximize and evolve UGI’s technology investments.  Contributes to the development of work plans and budgets for technology solution changes; identifying opportunities for capital investment.

Quality Assurance: Provides direction for planning QA activities for the technical solution, including functional unit test plans, user acceptance test plans, and usage and data quality monitoring. Monitors the quality of QA plans and scripts developed by COE personnel to ensure complete and accurate testing.  

Personnel Management: Manages, coaches, and develops personnel under supervision. Ensures clarity in understanding of roles and responsibilities, and alignment with objectives and workplans. Monitors team member performance and addresses issues early. Maintains and encourages collaboration and positive interactions across members of the COE and with other EBT and IT team members.

Knowledge, Skills, and Abilities

Problem Solving: Ability to apply critical thinking in analyzing and resolving complex or unusual business problems or challenges. 

Business Partner Focus: Ability to build strong relationships with Business Partners, vendors, and peers across the IT Department to identify, anticipate, plan, and implement technical solutions that meet business needs.

Leadership: Ability to lead team members through the execution of workplans, and to pivot when required.

Communication: Demonstrated strong oral and written communication skills; ability to draft business cases, workplans, and other artifacts; and ability to adapt and present content to diverse audiences.

Interpersonal Skills: Demonstrated communication and collaboration skills, and ability to influence others within the organization in the development of workplans and roadmaps.

Continuous Improvement: Demonstrated intellectual curiosity to identify emerging business needs and potential uses of technology solutions in supporting such needs.

Management: Demonstrated knowledge of UGI’s policies and procedures, and of IT System Development Lifecycle requirements.

Education and Experience

• Bachelor’s degree or equivalent experience in Information Technology, Finance, or Business Administration preferred
• 10 years of Utilities experience, Customer Service preferred
• 4+ years of experience in SAP CRB or SAP S 4/HANA

#LI-Hybrid

 UGI Utilities, Inc is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with UGI policies.

As a federal contractor that engages in safety-sensitive work, UGI cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.