Perform and oversee operational activities related to customer products to ensure accurate and timely processing of work.
Provide training, coordination, and peer leadership of other Product Operations employees.
Coordinate operational activities with numerous internal and external stakeholders to ensure successful implementation of programs.
Identify programmatic and process improvement opportunities and recommend solutions.
Document workflow and lead cross functional teams utilizing lean processes.
Provide leadership and direction for product operations department staff/contractors including budget management, performance management, vendor management including trainings, invoice management, inventory management, maintenance support, and technology development.
Oversee the processing of applications for customer products ensuring both accuracy and timeliness of entry into customer records system(s).
Identify and implement continuous improvement methodologies; process documentation, standard operating procedures (SOP), quality control process, etc. to improve operational efficiencies, customer delivery and service.
Coordinate and provide back up support for many products during periods of high activity to ensure timely processing of work.
Serve as an escalation point for customer inquiries and complex customer disputes regarding program participation, work status, bill adjustments and/or property damage related to Xcel Energy’s programs.
Coordinate resolution with the customer and other stakeholders such as third-party contractors.
Drive accountability and responsibility of work outputs through effective organizational leadership and communications.
Requirements
Bachelors degree in business or related field, or equivalent work experience required.
Minimum of three (3) to five (5) years of working experience in product operations, rebate operations, demand response, clean transportation/electric vehicle, interconnections, renewables, general utility, or related field required.
Knowledge of Microsoft Office Suite (Excel, Word, Outlook) is required.
Experience working in a customer service/delivery or operations field is preferred.
Advanced degree and familiarity with continuous improvement preferred.
One (1) year of leadership (supervisory or cross functional project management) experience also preferred.
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)