Senior IT Manager (Customer Channel Management)

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

Essential 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.

Minimum 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.

Preferred Requirements

• 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. 

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at [email protected].

Non-Bargaining

The anticipated starting base pay for this position is: $129,000.00 to $183,200.00 per year

This position is eligible for the following 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

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

In any materials you submit, you may redact or remove age-identifying information including but not limited to dates of school attendance and graduation.  You will not be penalized for redacting or removing this information.

Deadline to Apply: 09/27/26

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

All Xcel Energy employees and contractors share responsibility for protecting the company's information and systems by adhering to cybersecurity policies, standards, and best practices, recognizing that cybersecurity is everyone's responsibility.

 

ACCESSIBILITY STATEMENT

Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.