AI Operations Lead - Production Governance & Performance

Xcel Energy; Minneapolis, Saint Paul (MN, MN); On-site; USD 102,000 - 135,000; Full time

Job summary

Xcel Energy is seeking a seasoned AI Operations professional to serve as the long-term owner of enterprise AI-powered solutions after deployment. You will be accountable for performance, quality, adoption, governance, and continuous improvement of production AI agents in a matrixed Customer Operations environment.

You will coordinate with Product, Operations, Technology, Security, Governance, and AI engineering teams to ensure trusted, compliant, and timely outcomes, delivering scorecards and

Qualifications

• Seasoned AI operations professional responsible for production AI agents post-deployment.
• Experience conducting AI quality reviews including transcript sampling and scorecards.
• Strong governance, privacy, and Responsible AI knowledge.
• Ability to translate production insights into backlog items for product and engineering.

Responsibilities

• Own production AI agents’ performance, governance, and continuous improvement.
• Establish comprehensive monitoring for accuracy, containment, escalation, and latency.
• Lead quality-management activities: transcripts, evaluation scores, and knowledge validation.
• Identify hallucinations, misrouted interactions, and low-confidence responses.
• Monitor Knowledge Hub content, retrieval strategies, and SME coordination.
• Ensure compliance with enterprise AI guardrails and audit evidence.
• Investigate incidents and drive root-cause resolution with teams.
• Collaborate with AI engineering to improve prompts, retrievals, and workflows.
• Track value realization and provide governance and ROI reporting.

Skills

AI operations

Quality evaluation

Operational analytics

Knowledge retrieval

Responsible AI

Incident investigation

Cross-functional coordination

Communication

Jira

Copilot Studio

Salesforce Agentforce

Tools

Jira

Microsoft Copilot Studio

Salesforce Agentforce

Job description

Xcel Energy is seeking a seasoned AI Operations professional to serve as the long-term owner of enterprise AI-powered solutions after deployment. You will be accountable for performance, quality, adoption, governance, and continuous improvement of production AI agents in a matrixed Customer Operations environment.

You will coordinate with Product, Operations, Technology, Security, Governance, and AI engineering teams to ensure trusted, compliant, and timely outcomes, delivering scorecards and