Supervisor - Customer Solutions Operations

Xcel Energy • Minneapolis, MN

7d

About The Position

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for. Position Summary Accountable for the success of assigned responsibility within a program. Programs in Customer Solutions Operations currently include customer facing Distributed Energy Resources (DER) Interconnection, and electric load management process (customer load reduction) during real-time control events on critical peak demand days,. Responsible for supervising the design, development, implementation and administration within a program. Responsibility includes back office operational activities for the successful implementation and maintenance. Develop and manage the implementation of programmatic and process improvements. This position will be focused on mass market programs.

Requirements

• Bachelor’s degree in business, engineering, or an equivalent combination of education and relevant experience is required.
• A minimum of 6 years of experience (4 years if MBA, MIS or similar degree) in areas such as general business management, product management or technical process improvement.
• Minimum of 1 year experience working with Distribution Operations for developing, implementing, and tracking technical processes for customer programs.
• Workload management experience required.
• Proven interpersonal and communication skills.
• Excellent Microsoft Office suite skills and proven track record of being able to learn new, complex applications.

Nice To Haves

• Experience with Salesforce strongly preferred.
• Experience and training with lean management systems strongly preferred.
• Preferred experience with operational or technical support.

Responsibilities

• Plan, prioritize, allocate and assign work.
• Work with exempt and non-exempt workforce to ensure work is completed timely and accurately.
• Provide analysis, recommendations and implementation to resolve system and employee performance issues in order to meet goals.
• Leverage efficiencies through integrating people, process, data and technology improvements for customer solutions operations.
• Accountable for the integrity of operations processes, data, and systems for specific area of responsibility within customer operations.
• Establishes the direction and implements continuous improvement opportunities.
• Supervise the design, development, implementation and administration of one or a combination of responsibilities within a program. This position will be focused on mass market programs.
• Provides direction and expertise in budgeting, hiring, coaching, terminating, contracting and making pay decisions for exempt and non-exempt staff as well as ensuring required systems, vendors and communications are well-positioned for a successful process.
• Coaching team on continuous improvement and works to continually reduce process defects and improve customer and developer experience.
• Settle escalated disputes with customers in regards the above programs. May settle disputes directly with the customer or act as a liaison between the customer, Xcel Energy Claims department and the installation contractor.

Benefits

• Annual Incentive Program
• Medical/Pharmacy Plan
• Dental
• Vision
• Life Insurance
• Dependent Care Reimbursement Account
• Health Care Reimbursement Account
• Health Savings Account (HSA) (if enrolled in eligible health plan)
• Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
• Transportation Reimbursement Account
• Short-term disability (STD)
• Long-term disability (LTD)
• Employee Assistance Program (EAP)
• Fitness Center Reimbursement (if enrolled in eligible health plan)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager