Product Owner - Agentic Voice Response (AVR)

Xcel Energy•Roseville, MN

4d•$97,600 - $138,600•Hybrid

About The Position

The Product Owner is accountable for developing and executing the vision, strategy, and stakeholder alignment for Xcel Energy’s AI-enabled voice self-service (AVR) customer experience. The role builds and strengthens relationships to align the product with organizational objectives, identifies growth opportunities, and serves as the subject matter expert with Xcel product decision rights. The Product Owner develops and delivers the product vision and roadmap, applying agile principles to lead a development team of Xcel employees and vendor partners and prioritize work for maximum value. The role also identifies and captures customer feedback, analyzes trends, and applies market and user research and relevant data.

Requirements

Bachelor’s degree in business, marketing, project management, design, or a related field, or an equivalent combination of education and experience.
At least 8 years of experience in business, marketing, project management, or product management, or 4 years of direct Agile product management experience.
Strong collaboration skills and a proven ability to build and maintain senior-level relationships.
Ability to communicate effectively with varied audiences and break down complex scenarios.
Demonstrated leadership, including decision-making amid ambiguity and influencing immediate and longer-term strategies.
In-depth knowledge of Agile processes and principles, including Scrum, SAFe, and Kanban.
Proven success working with cross-functional teams and stakeholders on large strategic and product management initiatives.
Experience implementing customer and/or employee digital solutions and processes.

Nice To Haves

Experience developing, deploying, or managing AI agents, such as conversational, voice, or generative AI agents, in a customer-facing environment.
Experience monitoring and improving AI agent performance in production, including evaluation, accuracy, drift, safe human handoff, and responsible AI controls.

Responsibilities

Lead strategy and development for AVR and related Xcel Energy customer AI experiences, delivering scalable, best-in-class capabilities.
Own product delivery team work and success criteria; manage business stakeholders and develop solutions that address problems and meet objectives.
Work with stakeholders on change management, including contact center readiness, to support successful product delivery.
Create the product vision and oversee the roadmap in alignment with the organizational digital transformation strategy.
Set goals and KPIs, including containment, customer effort, and cost to serve, reflecting customer needs and company strategy.
Define user stories, refine requirements and the backlog according to the product roadmap, and communicate user needs to design and engineering teams.
Test development against requirements, accessibility standards, and responsible AI standards.
Test the product with end users, monitor and document results, and ensure development activities align with strategy, process, schedule, risk management, and budget.
Accept or reject vendor deliverables against defined acceptance criteria.
Lead an agile scrum team of approximately 15 members, providing coaching, managing performance expectations, and escalating issues appropriately.
Lead sprint meetings as dictated by the program or team charter, which may include sprint planning, daily stand-ups, sprint reviews, and stakeholder demonstrations.