Senior IT Manager (Customer Channel Management)

Xcel Energy Services Inc; Denver (CO); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Annual Incentive Program

Medical/Pharmacy Plan

401(k) plan

Pension

Paid time off

Job summary

Xcel Energy is hiring a Senior IT Manager to lead the Channel Management tower, owning customer and agent channels (mobile app, MyAccount, OneView) and related programs. You will ensure availability, performance, and reliable operation with a product-like backlog and roadmap across channels.

The role emphasizes run-and-operate leadership, cross-site collaboration, and ensuring cost-effective delivery within budget. Strong leadership and strategic planning are required.

Qualifications

• Bachelor's degree or 4 years of related experience.
• Five years of prior people leadership experience.
• Ten years of end-to-end service lifecycle, business process or product management experience.
• Experience with strategic planning, portfolio prioritization, delivery execution, and operations.

Responsibilities

• Own availability, performance, and reliability across customer and agent channels.
• Ensure experience quality: task completion, self-service containment and satisfaction.
• Lead and manage staff performance and development.
• Coordinate with vendors and contractors; align with unions and contracts.

Skills

Leadership

Communication

Stakeholder management

Problem solving

Sourcing and contract management

Education

Bachelor's degree in Technology/Science/Business

Tools

Salesforce

Job description

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

Xcel Energy is hiring a Senior IT Manager to lead the Channel Management tower. This leader owns the customer and agent channels end to end: the mobile app, MyAccount and OneView, and the programs, services, and experiences customers use to manage their energy. The expectation is day-to-day performance and reliability of those channels, together with the experience quality that determines whether a customer can accomplish what they came to do without calling. This is a run-and-operate leadership role at heart. Channel Management sits in the steady-state side of the Customer operating model, deliberately lean, and is measured on availability, responsiveness, defect burn-down, and customer and agent satisfaction rather than on project throughput. At the same time the tower is not passive: it operates as a product organization, holding a real backlog and roadmap for each channel, and it fields rapid-response capacity for issues that cut across the estate. The person in this role is the single accountable owner customers and agents feel most directly. When the mobile app degrades during a storm, when a self-service flow quietly stops converting, or when a new capability is about to land in a channel that is already under strain, this leader is the one who sees it first, decides what happens, and answers for the outcome.

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.

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 [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

You. Us. Together.

At Xcel Energy, we’re more than an energy company. We’re reinventing how we power communities. Redefining how we care for customers. Reaffirming our commitment to the planet. We’re committed to leading with equity and inclusion. You’re not waiting for change – you’re creating it. You’re driven to protect the environment, support your community, and seek innovation. You want a career that grows with you and an employer who values you. You are reliable, trustworthy and bring integrity to everything you do. We are leading the way in clean energy. We’re using technology and innovation in every facet of our company. We’re providing safe, stable jobs with robust benefits. We keep our customers at the center of all we do. We’re committed to hiring a workforce that reflects the communities we serve.

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.

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 [e-mail].

Together, we can provide carbon-free electricity by 2050. Together, we can take care of the environment and our communities. Together, we can create a place where everyone belongs. Together we’re building a better tomorrow.