Customer Technology Support Manager (Business Functional Application Support)

Join our new Customer Technology Support (CTS) Team - this newly established department is a collaborative operations business and technology partner whose mission is to advance Customer Technology and associated business functional processes, procedures, analysis, and support. CTS helps progress technological enablement to continuously improve and optimize billing accuracy and efficiency; ensure compliance with regulations and enhance the overall customer experience (CX).

The CTS manager role will establish a foundation to advance the customer application ownership and the cash receipting cycle management: credit and collections, customer billing, bill print, payment and remittance, customer self-service channels, customer programs and services, exception management, reporting and data analytics, regulatory compliance, vendor management, SOX business controls and operational reviews. You will develop and lead a team who will support testing, documentation of requirements for changes and enhancements, functional design approval, development of associated policies, procedures, standards, business processes, as well as provide related training for end users, change management and communication.

You will collaborate closely with application vendors, stakeholder departments, end users and Information Services (IS). You'll contribute to our amazing Southwest Gas culture of safety, integrity, sustainability, and relationships. You will support our continuous improvement mindset by advancing quality, optimizing processes, and working with partners in IS to expand technological solutions.

POSITION DIMENSIONS

Reporting directly to this position are up to 25 exempt employees and may also oversee contract partners. The position reports directly to the Director/Customer Technology Support and regularly engages and works collaboratively with Senior Officers, functional Vice Presidents, Directors, General Managers, and Managers across the organization, federal and state regulatory commission representatives, as well as, vendors, contract partners, other utility representatives and other governmental entities. This position must also be able to communicate with top, middle management, and end users persuasively and effectively at the staff, division, district, and department levels. This position will require travel across our three state locations.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires eight to ten years of relevant work experience. A bachelor's degree in business administration, or related field from an accredited university or an equivalent combination of education and experience sufficient to successfully perform the essential job responsibilities is required.

The following qualifications are also required:

*Excellent verbal, written communication, and presentation skills
*Experience managing, executing, and enhancing a department strategy and objectives
*Experience with process improvement, project management, and Business Process Management practices
*Experience managing and/or acting in a lead role on a complex project
*Experience in relationship management and emotional intelligence
*Working knowledge of company core business functions, policies and procedures, applicable tariffs, rules, and regulations
*Excellent leadership and negotiation skills
*Ability to perform complex business process mapping and influence business process improvements
*Experience implementing system and business process changes
*Excellent organizational skills with the ability to work in a complex environment and manage multiple tasks, change requests, and projects
*Proficient in incident, problem, and application change management.
*Knowledge of Federal Compliance rules and regulations as related to the departments support responsibilities

ESSENTIAL JOB RESPOSIBILITIES

*Responsible for developing and enhancing strategy to advance customer-centric initiatives
and support functional workflow processes
* Provide direction to department leadership and manage work activities of exempt
employees
*Oversee department activities/responsibilities, including planning, scheduling, staffing,
monitoring, traveling, and reporting
*Develop and provide guidance to department personnel
*Oversee, prioritize, and coordinate system and process fixes and enhancements
*Analyze and report department metrics including key performance indictors and initiative
statuses
*Develop, manage, forecast and provide variance explanations for department budget
*Responsible for developing a 5-year budgetary capital and operations and maintenance
plan for department initiatives, labor, and associated contracts
*Responsible for ensuring SOX compliance with assigned functions and completing SOC2
evaluations for associated external vendors
*Triage, coordinate, and resolve issues to address concerns in collaboration with
Accounting, Customer Solutions, Information Services, Regulation, and other personnel as
needed
*Prepare performance appraisals, goals, hiring, and administrate coaching or other
corrective actions
*Responsible for strengthening and maintaining a collaborative relationship with Information
Services to align support for Corporate and division stakeholders
*Develop and maintain working relationships and act as a liaison with Company department
key contacts, third party vendors, other utilities, and related organizations
*Provide clear, concise, and effective verbal and written communications to Company
management and end users regarding system updates, enhancements, and system issues
*Provide oversight for the development of effective and standardized training materials,
operations manuals, and documentation in conjunction with system enhancements, tariff
revisions and business process changes to provide end-users with resources to ensure
compliance with Company Standard practices, policies, and procedures
*Provide project management and work direction related to company initiatives and
technology projects and assist in defining, prioritizing, enhancing, and implementing
solutions
*Support the development of proactive planning and road-mapping activities for customer-
centric initiatives
*Review and approve change request, testing, and training documentation
*Review, approve, and/or revise technical instructions and procedures.
*Manage the prioritization of incidents and change requests with requesting department
management and Information Services
*Provide leadership and subject matter expertise to workgroup personnel assigned to
Company projects and programs to ensure completion within established timeframes
*Provide leadership during the implementation of projects, programs, and system
enhancements to ensure a successful outcome
*Develop contingency-remedial action plans when required
*Maintain standard reporting across departments and compile reporting to support strategic
initiatives
*Respond to compliance audits and data requests
*Manage and approve scheduled Sarbanes-Oxley operational reviews of reports,
procedure, and processes to ensure compliance with Company policies and procedures,
applicable tariffs, rules, and regulations.
*Oversee adherence to required Federal Compliance rules and regulations for the
departments supported functions.
*Perform related duties and responsibilities as assigned
*Regular and predictable attendance is a condition of employment and is an essential
function of the job

SALARY DETAILS

Las Vegas: $121,700 - $182,600

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.