Senior IT Manager (Customer Channel Management)

Xcel Energy•Denver, CO

6d•$129,000 - $183,200•Onsite

About The Position

Xcel Energy is hiring a Senior IT Manager to lead the Channel Management tower. This leader owns the customer and agent channels end to end: the mobile app, MyAccount and OneView, and the programs, services, and experiences customers use to manage their energy. The expectation is day-to-day performance and reliability of those channels, together with the experience quality that determines whether a customer can accomplish what they came to do without calling. This is a run-and-operate leadership role at heart. Channel Management sits in the steady-state side of the Customer operating model, deliberately lean, and is measured on availability, responsiveness, defect burn-down, and customer and agent satisfaction rather than on project throughput. At the same time the tower is not passive: it operates as a product organization, holding a real backlog and roadmap for each channel, and it fields rapid-response capacity for issues that cut across the estate. The person in this role is the single accountable owner customers and agents feel most directly. When the mobile app degrades during a storm, when a self-service flow quietly stops converting, or when a new capability is about to land in a channel that is already under strain, this leader is the one who sees it first, decides what happens, and answers for the outcome.

Requirements

Bachelor's degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
Five years of prior people leadership experience.
Ten years of experience with end-to-end service lifecycle, business process, project or product management.
Five years of experience with strategic planning, portfolio prioritization, delivery execution, and operations.
Excellent communication skills, effective with varying organizational levels and skill sets.
Excellent Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.
Experience working within a highly regulated industry.
Ability to deliver value in compliance with policies and regulations.
Demonstrated ability to apply a customer focus, problem solve, and drive continuous improvement to solutions, systems and processes.
Demonstrated ability to drive, adopt, and lead others through change in a diverse and dynamic environment.
Experience with Sourcing and Contract Management.
Proven ability to attain and hold in-depth acumen in business process, technical knowledge, and architectural topology.

Nice To Haves

Utility industry experience, particularly with customer self-service, billing presentment, payments, or energy program enrollment.
Familiarity with Salesforce, and with the integration patterns that connect digital channels to a customer information system.
Lead incident response for channel-impacting events, including customer-facing communications and maintenance messaging, and drive problem management so the same failure does not return.
Build and maintain observability across the channel estate so degradation is detected internally before customers report it.
Has managed planned change into the channels, coordinating maintenance windows, release timing, and outage communications with the affected business areas.
Experience balancing defect and technical debt work against enhancement demand, and defend the share of capacity that keeps the channels healthy over time.
Have used analytics, feedback, and contact drivers to find where customers fail, and convert those findings into prioritized work rather than observations.
Experience partnering with user experience and design so changes to the channels hold to a consistent standard across every surface.

Responsibilities

Own availability, performance, and reliability across the customer and agent channels, with clear service targets and honest reporting against them.
Own the experience quality of the channels: task completion, self-service containment, adoption, and satisfaction for both customers and the agents who serve them.
Leadership: Lead and manage the performance and development of staff. Lead priorities and manage work performance of staff, vendors and contractors. Provide leadership as needed across multiple sites, and in alignment with Union or other contracts.
Relationship Management: Understand the customers' needs, and partner to deliver innovative solutions. Partner with Supply Chain, Finance, Enterprise Security, Audit/Compliance and other internal groups to drive results.
Product Management/Ownership: Ensure products and services operate in a lean, stable, and adaptable manner. Ensure product delivery and operation are cost effective and within budget.
Strategy and Planning: Develop, propose and manage long and mid-term strategic technology plans and roadmaps for assigned products and services
Operations Management: Drive continuous improvement in IT performance. Proactively prevent and support prompt restoration of service disruptions.