New

Section Manager - Cust. Svc. Business Systems

Consolidated Edison Company of New York
$140,000.00 - $190,000.00 / yr
United States, New York, Spring Valley
Dec 04, 2025
Overview The Section Manager of O&R Support Operations will manage and direct all levels of support for Oracle CC&B, OUA/EDAP, FORDE, NUCON, RAIS and any associated systems within the responsibility of O&R Customer Service. Additionally, will support regulatory activities, manage stakeholder and third-party relationships while coordinate with key technology owners to maximize impact and value. Facilitates communication, collaboration, provide feedback and support to Customer Service departments for IT and business systems. Will have responsibility as the IT technical/business support liaison between O&R and CECONY Customer Service and corporate for all system upgrades and enhancements. Responsible for the planning and implementation of business needs, and technological support within the Customer Service Organization. Ensures achievement of all applicable corporate goals and PSC performance metrics. As a leader, will be responsible for ensuring the highest level of customer experience and communicating with internal groups, regulators, and stakeholders to enhance various processes. Ensures compliance with all pertinent Company policies and practices. Responsibilities Core Responsibilities Ensures implementation of Company safety, health and environmental programs for employees whose work is directed and ensures that safe work practices are followed. Drives commitment to the Way We Work Principles and adherence to the Companys Standards of Business Conduct and other Company procedures including Environmental, Health and Safety (EH&S), Equal Employment Opportunity (EEO), discipline, and security Ensure existing applications are robust and develop recommendations for emerging future technologies. Collaborate with corporate IT for the appropriate technology and cybersecurity platforms for systems in accordance with the enterprise standards. Provides a positive employee relations atmosphere through the proper and effective administration of the Company's policies, procedures and practices including but not limited to, grievances, hiring, promoting, transferring, compensation, training, motivation, counseling, performance appraisal, discipline, security, substance abuse, EEO, and Safety and Environmental policies. Leads the team to set performance goals and monitors performance for all direct reports. Promotes the development of others. Lead and manage all post-production, maintenance support, and enhancement for O&R Customer Service systems. Oversee management of routine and non-routine systems support activities and address business exception management. Develop presentations to communicate effectively with senior executives, regulators, and external stakeholders and present on current trends. Ensure adherence to all procedures, policies, and SOX compliance for systems/applications. Communicate, engage with external stakeholders such as the PSC, BPU, Joint Utilities as well as other market participants regarding the energy industry. Participate in the Companys emergency management processes and storm plan as required. Performs other related assignments, special projects and duties as required. Qualifications Required Education/Experience Bachelor's Degree and a minimum of 8 years of related work exprience. Preferred Education/Experience Master's Degree Relevant Work Experience All candidates must have a minimum of 8 years of business experience in customer service business and/or IT systems, required. Must have expertise and experience in managing systems development and design, including knowledge of technologies and application development, required. Must have experience in Oracle Customer Care & Billing (CC&B) system or other web-based customer platforms, required. Must have 8 years of supervisory or managerial experience, required. Must have strong decision making, organizational, interpersonal, and verbal and written communication skills, required. Must be articulate, have a professional demeanor and be comfortable dealing with all levels of management, regulators, internal/external customers and contractors, required. Must have demonstrated work experience handling multiple assignments, changing priorities and meeting deadlines, required. Exceptional knowledge of computer applications such as MS Office (Word, Excel, PowerPoint, Outlook, Access, Project) as well as other company software systems. SQL Knowledge, required. Project management experience, preferred. Skills and Abilities Ability to analyze and interpret financial data Demonstrated problem solving skills Ability to build strong customer relationships Strong written and verbal communication skills Excellent organizational skills Develops and delivers effective presentations Ability to lead/manage others Ability to influence internal and/or external constituents Ability to represent the company with external constituents Instills commitment to organizational goals Well organized, detail oriented and flexible to handle multiple assignments Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc. Licenses and Certifications Driver's License Required Additional Physical Demands The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays. Must be able and willing to travel as needed. Must be able to provide off-hour, on-call support as required.