Manager Customer Technology

Position Purpose

Leads and develops a team responsible for delivering customer-focused technology solutions by collaborating with business teams to set priorities, building capability, and creating a high-performing, accountable team environment.

Core Responsibilities

• Note: This is not an all-inclusive listing
• Lead, coach, and develop a team of Analysts and Solution Architects, including performance management, feedback, and professional development
• Create a strong, accountable team environment by setting clear expectations, fostering team dynamics, and building trust and credibility across the group
• Provide day-to-day leadership and direction, helping the team prioritize work, stay focused on what matters most, and operate effectively
• Bring structure and clarity to team operations, improving how work is assigned, communicated, and delivered
• Serve as a visible and engaged leader, offer solution options, provide opinion on best-fit to business requests, address challenges, remove barriers, and support team members in navigating complex situations
• Apply strong emotional intelligence to manage team dynamics, address performance concerns, and maintain a collaborative, respectful culture
• Oversee intake, triage, and prioritization of technology requests aligned with business priorities and team capacity
• Guide decision-making by translating complex technical and business needs into clear, actionable priorities
• Partner with business leaders to define solution roadmaps and align resources
• Build strong, trusted relationships with stakeholders, IT partners, and vendors to ensure alignment and shared understanding
• Oversee requirements, analysis, solution design, testing, and implementation, ensuring high-quality outcomes
• Monitor delivery performance including timelines, risks, budgets, and dependencies
• Represent the team in meetings and presentations, clearly communicating priorities, progress, and tradeoffs across various audiences from individual contributors through the executive team
• Drive continuous improvement by identifying inefficiencies and helping the team adopt more effective ways of working
• Promote best practices in solution delivery, documentation, and collaboration
• Contribute to long-term system and technology strategy
• Perform other duties as assigned

Behavioral Competencies

• Note: These are in addition to MGE’s Core Competencies
• Develops Talent – Builds capability through coaching and feedback
• Plans and Aligns – Aligns resources and priorities
• Drives Results – Delivers outcomes in a complex environment
• Manages Complexity – Synthesizes technical and business needs
• Strategic Mindset – Connects delivery to future needs
• Communicates Effectively – Engages across audiences

Skills

• People Leadership & Team Development – Advanced
• Stakeholder Management – Advanced
• Communication & Influence – Advanced
• Resource Planning & Prioritization – Advanced
• Solution Delivery & Governance – Advanced
• Continuous Improvement – Proficient
• Business Analysis & Solution Design – Proficient

Education

Bachelor’s degree in business, computer science, or related field required; Master’s preferred

Experience

• Minimum 7 years experience in application delivery, business analysis, or related field
• 3–5 years people leadership experience
• Experience managing solution delivery teams
• Experience preparing and presenting information at various levels in the organization
• Experience deriving insights from multiple data sources to inform solution options
• Experience with software and services vendor management
• Experience with customer systems (billing, payments, CRM, CX) preferred