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Job Details

American Water Works Co Inc

Business Relationship Manager - Customer (99722)

Business Development




Camden, New Jersey, United States

Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 6,800 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states. To learn more about American Water and additional career opportunities, visit

IT BRM Customer

Do you consider water to be one of the most precious and essential resource for life? Do you strive to join a purpose-driven, people-powered, customer-obsessed, and trustworthy organization? Do you value safety, people, customers, operational excellence, and growth? Do you want to work in an environment where differences are embraced and where every employee feels engaged, included and one where differences are celebrated? If you answered yes, American Water is the organization to join!

The IT Business Relationship Manager serves as a strategic business partner and is responsible for developing strong relationships with the respective business/function leaders and other stakeholders for the purpose of delivering effective technology products and solutions. This role will focus on partnering with business stakeholders to identify technology opportunities aligned with strategic business plans, define the technology roadmap and build a portfolio of initiatives/ projects to deliver on the strategy. They will own the relationships with the respective business leaders and serve as the primary point of contact, working to converge the services of the T&I function with one or more business functions.ITBRM will partner with the enterprise architecture team and other T&I functions to develop and maintain a multi-year technology roadmap tied to the business capability roadmap , collaborate with the delivery management team and project/program/portfolio management organization (PMO) to ensure effective business transformation .They will also partner with appropriate resources and drive the creation of idea documents, business cases and value plans, ensuring value optimization and continuous improvement in business processes.The ITBRM will provide technical expertise and guidance to business leaders to enable strategic direction related to technology initiatives. The person in this role should preferably have an IT background and sound experience with related business processes and technologies that impact customer experience ( internal & external ) .They will also provide technology guidance to the business to ensure maximum return on investment in IT strategy.

Key Accountabilities
  • Develop a deep knowledge of the respective business unit / function and build strong relationships both horizontally and vertically
  • Ensure business value realization and optimization, business case development, financial awareness, manage expectations and identify opportunities where technology can add value
  • Works with business leaders to identify baseline metrics for tracking the short term and long-term business value gains of all technology initiatives
  • Identify business function opportunities for technology adoption and partner with business leadership to plan new initiatives, evaluate proposals, and determine how technology fits into business capability roadmaps and priorities
  • Focus on business value to develop solution ideas, including digital awareness, risk assessments, business continuity, and business capability requirements
  • Engage in consistent and effective communication with the business as well as measure and communicate business value realized on a periodic basis, managing escalation and avoiding risk
  • Drive the design of solution concepts and business cases for new initiatives and act as the key liaison between the BU / Function and T&I
  • Partner with the project/program/portfolio management organization (PMO) to ensure a healthy and well managed initiative portfolio
  • Engage as a project /program stakeholder, evaluate project efforts and ensure that project / program managers are aligned with their business functions
Key Accountabilities - Continued
  • Partner with the Architecture & Innovation team to understand new technology trends, evaluate future requirements and bring new ideas to the business for consideration
  • Collaborate with the architecture and development teams to help ensure solution compatibility with enterprise standards
  • Effectively translate business needs to the technology solutions team to align business needs and technical capabilities
  • Collaborate with the Technology Strategy & Governance team on the intake process and prioritization of projects, budgets, and forecasts


  • Good understanding of integrated approach to customer service (Call center, Web, Mobile, etc.)
  • Experience with customer facing web applications, custom product development, SAP ISU implementation, model driven analysis solutions, and digitally driven customer experience
  • Sound experience in defining customer service/technology strategy leveraging solutions such as
    • Advanced analytics
    • Omni channel customer communication
    • Chatbots, RPA, Outage Management Systems and Work Management Systems
    • Personalized customer interactions and optimized value at every point of contact
    • Industry leading and futuristic IT solutions to enhance customer satisfaction
  • Excellent interpersonal and communication skills and proven ability to work effectively at all organizational levels
  • Strong leadership, business, technical, analytical, problem solving and verbal and written communication skills
  • Ability to balance what is “right” with what is “realistic
  • Ability to stay focused on identified priorities ​​​​​​​
Knowledge/Skills - Continued
  • Ability to make decisions in situations of ambiguity and absence of complete facts
  • Ability to motivate staff to work effectively and deliver results in challenging and complex environments
  • Excellent listening skills in order to effectively understand and interpret Business needs
  • Highly organized and able to manage time effectively
  • Ability to operate effectively in a matrixed organizational structure
  • 15 + years of total work experience
  • 7 + years of experience in an IT role such as Solution Architect / Business Analyst / Project Manager
  • 5 + years of functional / domain experience in a business function is desirable
  • Bachelor’s degree in Business Management, Computer Science, Information Systems or equivalent
  • Masters or MBA will be a plus
Travel Requirements

Up to 15%

Competencies Prioritizes & Role Models SafetySelf-AwarenessDevelops TalentPlans, Aligns, & DirectsDrives EngagementDecision Quality

Join American Water...We Keep Life Flowing

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.