Product Operations Specialist

Xcel Energy•Minneapolis, MN

1d•$22 - $31•Hybrid

About The Position

Perform operational activities related to customer products to ensure accurate and timely processing of work. Supported products may include energy efficiency rebates, demand management and demand response products, clean transportation and electric vehicle products, and interconnections for renewables or other distributed energy resources. Work includes managing pending queues, processing and distributing work orders, entering and reviewing applications, communicating with customers and stakeholders, and completing specialized tasks. The role provides training and coordination to other Product Operations employees and uses an understanding of complex technical issues, such as electrical codes and engineering standards, to solve problems. The specialist identifies process improvement opportunities, recommends solutions, establishes and documents workflows through lean processes, and cross-trains across states to address seasonal and other workload fluctuations. The position requires competence across numerous product offerings and the ability to perform complex tasks. Xcel Energy supports a hybrid work model to enable collaboration and flexibility. Many roles are expected to work onsite three days per week, Tuesday through Thursday; expectations vary based on role, team, and business needs.

Requirements

Associate degree or equivalent experience.
Ability to comprehend technical aspects of products.
Demonstrated job performance.
Good verbal and written communication skills.
Knowledge of Microsoft Office applications, including Excel, Word, and Outlook.
Must be customer-focused, self-motivated, results-oriented, team-oriented, and flexible.

Nice To Haves

Bachelor's degree.
Experience in customer service or an operations-related field.
Knowledge of Xcel Energy processes and systems.
10-key typing ability.
Strong analytical and organizational skills.

Responsibilities

Process customer product applications timely, reviewing and entering information into systems of record for all customer segments.
Use critical thinking, analysis, and technical understanding to ensure application information is complete and accurate.
Conduct peer reviews for quality control, provide backup support for multiple products during periods of high activity, and identify issues and recommend corrective actions.
Respond to customer inquiries and resolve disputes regarding program participation, work status, bill adjustments, or property damage related to company programs; coordinate resolution with customers and stakeholders, including third-party contractors.
Support operational activities such as vendor, invoice, and inventory management, maintenance support, and technology development, coordinating with Product Operations leadership and product managers.
Identify and recommend process and system changes to improve operations and customer service; provide supporting training and communications.
Support internal teams with escalated matters, such as bill corrections, demand-response control days, and expedited engineering or metering requests, communicating with internal departments as needed.
Perform other assigned duties, including special projects.
Provide training and coordination to other Product Operations employees.
Establish and document workflows through lean processes, cross-training across states as needed to manage seasonal and other workload fluctuations.