Agentic Voice Response Product Jobs

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Product Owner - Agentic Voice Response (AVR)

Xcel Energy Denver, CO

Denver, CO

Today

$98k - $139k/yr Full time Agentic Voice Response Artificial Intelligence Customer Experience

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Job Description

Own product strategy and delivery for AI-enabled voice self-service (AVR) to improve the customer experience at Xcel Energy.

Responsibilities

Lead strategy and development for AVR and related Xcel Energy customer AI experiences, aiming for scalable and best-in-class capabilities.
Own product delivery work and success criteria for the delivery team.
Manage business stakeholders and proactively develop solutions that address problems and meet objectives.
Partner with stakeholders on change management, including contact center readiness, to support successful product delivery.
Define product vision and oversee the product roadmap aligned to the broader organizational digital transformation strategy.
Set goals and KPIs (including containment, customer effort, and cost to serve) focused on customer needs, company strategy, and quality outcomes.
Define user stories, refine requirements, and manage the backlog aligned to the roadmap.
Communicate user needs clearly to design and engineering teams.
Test development to confirm alignment with requirements, accessibility standards, and responsible AI standards.
Test the product with end users to ensure it meets customer needs.
Monitor and document results to ensure delivery activities meet strategy, follow process, maintain schedule, and manage risk and budget.
Accept or reject vendor deliverables against defined acceptance criteria.
Lead an agile scrum team (approximately 15 members) to implement initiatives and achieve goals, including coaching, performance expectations, and escalation of issues.
Run sprint ceremonies as defined by the program or team charter, including sprint planning, daily standups, sprint reviews, and stakeholder demonstrations.

Requirements

Bachelor’s degree in business, marketing, project management, design, or related fields, or equivalent education/experience providing the same knowledge.
Minimum of 8 years experience in business, marketing, project management, product management, or 4 years of direct Agile product management experience.
Proven collaboration skills with the ability to build and maintain senior-level relationships.
Effective communication across audiences, including ability to break down complex scenarios.
Demonstrated leadership, including decision-making through ambiguity and influencing immediate and longer-term strategy.
In-depth knowledge of Agile process and principles including Scrum, SAFe, and Kanban.
Proven experience partnering with cross-functional teams and stakeholders on large strategic and product management initiatives.
Experience implementing customer and/or employee digital solutions and processes.
Experience developing, deploying, or managing AI agents (for example, conversational, voice, or generative AI agents) in a customer-facing environment.
Experience monitoring and improving AI agent performance in production, including evaluation, accuracy, drift, safe human handoff, and responsible AI controls.

Benefits

Annual Incentive Program
Medical/Pharmacy Plan
Dental
Vision
Life Insurance
Dependent Care Flexible Spending Account
Health Care Flexible Spending Account
Health Savings Account (HSA) if enrolled in an eligible health plan
Limited-Purpose FSA if enrolled in an 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

Preferred Requirements

Experience developing, deploying, or managing AI agents (for example, conversational, voice, or generative AI agents) in a customer-facing environment.
Experience monitoring and improving AI agent performance in production, including evaluation, accuracy, drift, safe human handoff, and responsible AI controls.

Position Summary

Accountable for the development and execution of the vision, strategy, and stakeholder alignment needed to deliver Xcel Energy’s priority: enhancing the customer experience through AI-enabled voice self-service (AVR).
Build and strengthen relationships to ensure alignment to broader organizational objectives and identify growth opportunities.
Serve as subject matter expert and hold product decision rights, delivering product vision and roadmap to meet organizational milestones.
Apply agile principles to lead a development team of Xcel and vendor partners, ensuring work is prioritized for maximum value aligned to the product vision.
Identify and capture customer feedback, understand trends, apply market and user research, and use relevant data points.

Values

Connected
Committed
Trustworthy
Safe

Employee Commitments

Work that makes a difference
A team you can count of
Opportunities to grow
Rewards that help you thrive

Compensation

Anticipated starting base pay: $97,600.00 to $138,600.00 per year

Location and Work Style

Denver, CO (hybrid)

Application Deadline

11/16/26

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