Product Owner - Agentic Voice Response (AVR)

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