Senior IT Manager (Customer Channel Management)

Xcel Energy is hiring a Senior IT Manager to lead the Channel Management tower, owning the customer and agent channels end‑to‑end—including the mobile app, MyAccount, OneView, and related programs, services, and experiences. The role focuses on day‑to‑day performance, reliability, and experience quality, measured by availability, responsiveness, defect burn‑down, and customer/agent satisfaction. It operates as a lean, steady‑state product organization with a real backlog and roadmap, while also providing rapid‑response capacity for cross‑estate issues.

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 across multiple sites in alignment with union or other contracts.
• Relationship Management: understand customers' needs and partner to deliver innovative solutions; collaborate 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 equivalent experience.
• 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 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 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 to prevent recurrence.
• Build and maintain observability across the channel estate so degradation is detected internally before customers report it.
• Managed planned change into the channels, coordinating maintenance windows, release timing, and outage communications with affected business areas.
• Experience balancing defect and technical‑debt work against enhancement demand, and defending capacity that keeps the channels healthy over time.
• Used analytics, feedback, and contact drivers to identify where customers fail and convert findings into prioritized work.
• Experience partnering with user experience and design to ensure consistent standards across every channel surface.

Pay

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

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