What are the responsibilities and job description for the Manager Customer Technology position at Madison Gas and Electric?
Position Purpose
Leads and develops a team responsible for delivering customer-focused technology solutions by collaborating with business teams to set priorities, building capability, and creating a high-performing, accountable team environment. This role focuses on strengthening how the team operates, bringing clarity, continuously improving delivery processes, and ensuring the team is aligned on what matters most.
Acts as a trusted leader and connector across business stakeholders, IT teams, and vendors, translating complex needs into clear, actionable direction. Success in this role comes from strong leadership presence, sound judgment, effective communication, and the ability to influence, form insights, and guide work through others rather than through deep technical execution.
Core Responsibilities
Note: This is not an all-inclusive listing
Note: These are in addition to MGE’s Core Competencies
We are an AA/EOE employer and consider all qualified candidates without regard to protected status.
Leads and develops a team responsible for delivering customer-focused technology solutions by collaborating with business teams to set priorities, building capability, and creating a high-performing, accountable team environment. This role focuses on strengthening how the team operates, bringing clarity, continuously improving delivery processes, and ensuring the team is aligned on what matters most.
Acts as a trusted leader and connector across business stakeholders, IT teams, and vendors, translating complex needs into clear, actionable direction. Success in this role comes from strong leadership presence, sound judgment, effective communication, and the ability to influence, form insights, and guide work through others rather than through deep technical execution.
Core Responsibilities
Note: This is not an all-inclusive listing
- Lead, coach, and develop a team of Analysts and Solution Architects, including performance management, feedback, and professional development
- Create a strong, accountable team environment by setting clear expectations, fostering team dynamics, and building trust and credibility across the group
- Provide day-to-day leadership and direction, helping the team prioritize work, stay focused on what matters most, and operate effectively
- Bring structure and clarity to team operations, improving how work is assigned, communicated, and delivered
- Serve as a visible and engaged leader, offer solution options, provide opinion on best-fit to business requests, address challenges, remove barriers, and support team members in navigating complex situations
- Apply strong emotional intelligence to manage team dynamics, address performance concerns, and maintain a collaborative, respectful culture
- Oversee intake, triage, and prioritization of technology requests aligned with business priorities and team capacity
- Guide decision-making by translating complex technical and business needs into clear, actionable priorities
- Partner with business leaders to define solution roadmaps and align resources
- Build strong, trusted relationships with stakeholders, IT partners, and vendors to ensure alignment and shared understanding
- Oversee requirements, analysis, solution design, testing, and implementation, ensuring high-quality outcomes
- Monitor delivery performance including timelines, risks, budgets, and dependencies
- Represent the team in meetings and presentations, clearly communicating priorities, progress, and tradeoffs across various audiences from individual contributors through the executive team
- Serve as a liaison between Customer Technology and business stakeholders
- Drive continuous improvement by identifying inefficiencies and helping the team adopt more effective ways of working
- Promote best practices in solution delivery, documentation, and collaboration
- Contribute to long-term system and technology strategy
- Perform other duties as assigned
Note: These are in addition to MGE’s Core Competencies
- Develops Talent – Builds capability through coaching and feedback
- Plans and Aligns – Aligns resources and priorities
- Drives Results – Delivers outcomes in a complex environment
- Manages Complexity – Synthesizes technical and business needs
- Strategic Mindset – Connects delivery to future needs
- Communicates Effectively – Engages across audiences
- People Leadership & Team Development – Advanced
- Stakeholder Management – Advanced
- Communication & Influence – Advanced
- Resource Planning & Prioritization – Advanced
- Solution Delivery & Governance – Advanced
- Continuous Improvement – Proficient
- Business Analysis & Solution Design – Proficient
- Bachelor’s degree in business, computer science, or related field required; Master’s preferred
- Minimum 7 years experience in application delivery, business analysis, or related field
- 3–5 years people leadership experience
- Experience managing solution delivery teams
- Experience preparing and presenting information at various levels in the organization
- Experience deriving insights from multiple data sources to inform solution options
- Experience with software and services vendor management
- Experience with customer systems (billing, payments, CRM, CX) preferred
- This hybrid role is based at our Madison, WI headquarters. While three days onsite is the minimum, team collaboration and business needs may require additional in-office presence.
We are an AA/EOE employer and consider all qualified candidates without regard to protected status.