**Benefits** **:** + Competitive salaries + Medical, Dental, and Vision insurance + 401(k) Retirement Savings Plan + Life Insurance + Tuition Assistance + Wellness Reimbursement Program + Travel Insurance + Paid Holidays and Vacation **What is a Program Manager SAP - Customer Service/C4C?** The Program Manager SAP - Customer Services/C4C is a critical role within the Customer Account Services Group, responsible for overseeing and managing SAP Customer Relationship Management (CRM) solutions, particularly SAP Cloud for Customer (C4C). The Program Manager ensures the effective implementation, support, and continuous improvement of the SAP S4 and C4C system, focusing on enhancing customer service operations, improving user experience, and aligning business processes with organizational goals. The Program Manager will collaborate with other Program Managers and act as a bridge between various departments, including the Contact Center, Customer Billing, Consumer Outreach, IT, Regulatory Affairs, and Customer Accounting, ensuring that the customer and employee experiences are optimized and efficient. **What does a Program Manager SAP – Customer Service/C4C do?** + Strategic Leadership: Leads and manages the implementation and continuous improvement of SAP S4/C4C solutions across the organization, ensuring alignment with business objectives and customer service goals. + Defect Management: Oversees the identification, prioritization, and resolution of defects within the SAP S4/C4C system. Works closely with IT and business teams to ensure timely and effective issue resolution. + Process Optimization: Continuously assesses and improves business processes to enhance the efficiency and effectiveness of customer service operations. Makes data-driven recommendations for the system and process enhancements. + Cross-Functional Collaboration: Collaborates with key departments including the Contact Center, Customer Billing, Consumer Outreach, IT, Regulatory, and Customer Accounting to ensure a seamless integration and alignment of SAP S4/C4C with business processes. + Testing and Quality Assurance: Leads testing efforts for new features, updates, and bug fixes in SAP S4/C4C. Ensures that all changes meet quality standards and support business requirements. + Communication and Training: Supports the communication strategies, training materials, and job aids for employees to ensure they are equipped to use SAP S4/C4C effectively. Provides ongoing support and updates as needed. + Customer and Employee Experience: Serves as a champion for improving both the customer and employee experience. Identifies and implements changes that enhance user satisfaction and operational efficiency. + Reporting and Analytics: Utilizes SAP S4/C4C reporting tools to monitor the systems performance, track key metrics, and provide insights to stakeholders. Uses data to drive decisions and measure the success of initiatives. + Vendor Management: Works with software vendors and external partners to ensure that SAP S4/C4C solutions are optimized and that any external dependencies are managed effectively. + Project Management: Leads SAP C4C-related projects from inception to completion, ensuring that project goals are met on time and within budget. Manages project risks, resources, and stakeholder expectations. + Provides support for storm restoration efforts **What does it take to be a Program Manager SAP– Customer Service/C4C?** **Required:** + Associate’s degree in Business Administration, Computer Science, or a relevant field of study and 2+ years of related experience, such as working in an operational role where technology is utilized or a systems role embedded in a business unit. In lieu of an associate’s degree, a high school diploma or equivalency degree and 4+ years of relevant experience will be considered. + Strong computer literacy including proficiency with Microsoft Office Suite (e.g., Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly. + Excellent written and verbal communication skills to articulate messages to various audiences and levels within the organization. + Strong attention to detail, organizational and time management skills to effectively manage multiple priorities and deadlines. + Must be customer-focused, self-motivated, and possess strong decision-making, critical thinking skills and use good judgment. + Ability to resolve concerns and issues while maintaining a professional and calm demeanor. + Experience leading a project or program. + Must demonstrate a high level of enthusiasm and promote a strong work ethic and positive customer service approach. + Must be willing to work outside of normal business hours as business needs require. + Valid driver’s license **Preferred:** + Experience and/or proficiency with SAP products. + Experience working in the regulated electric and/or gas utility industry. Applications will be accepted until **February 04, 2025.** Pay Range: $71,900 - $149,200 Please go to https://www.cenhud.com/employment . Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position. Applications sent via e-mail and US Mail will not be accepted. No phone calls or agencies, please. All replies will be held in strict confidence. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, creed, color, ethnicity, arrest or conviction record, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, citizenship, genetic information, familial status, marital status, pregnancy-related condition, domestic violence victim status, veteran or military status, or any other characteristic protected by federal, state or local laws. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities. VEVRAA FEDERAL CONTRACTOR Look to Central Hudson for an environment that fosters teamwork, safety awareness and impeccable customer service. We are committed to educational development, employee satisfaction and a diverse workforce. We also have a strong belief in and long history of promoting from within. Our employees enjoy numerous opportunities for transition and growth throughout their careers. We offer a comprehensive benefits package including competitive compensation, health benefits, 401K plan with substantial company match, tuition assistance, wellness reimbursement, life insurance, and paid holidays and vacation.