Associate Product Operations Manager

Role Overview

• 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)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave