Director Customer Operations

Consumers Energy is Michigan’s largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7. 

This position is not eligible for immigration sponsorship, e.g., H-1B, TN, etc. Please do not apply if you will need immigration sponsorship for a work visa now or in the future, including sponsorship for H-1B, TN, etc., now or in the future. We are unable to hire individuals with CPT, OPT, or STEM OPT for this position as the position is not eligible for participation in the H-1B lottery program and is not eligible for current or future immigration sponsorship for a work visa.

GENERAL SUMMARY OF JOB RESPONSIBILITIES

The Director Customer Operations identifies opportunities, develops strategic plans, leads the execution of operating plans, and provides leadership oversight for the front and/or back office customer operation. Core duties include management and leadership of processes for the continuous improvement of the customer experience and operational effectiveness of the department. Accountable for the department's short- and long-term financial performance, team development, and workforce planning. Success is measured by the department's ability to achieve metrics and actively contribute to the overall organization and company operational targets, as well as day-to-day key business decisions. The director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Collaborates with cross-functional teams and leaders to solve problems that align with overall business objectives.
• Ensures operations are focused on continuous improvement, process and productivity enhancements through automation and innovation.
• Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage resources while fostering a healthy, trusting, and inclusive workplace culture.
• Sets the strategic direction for the department. Develops goals and objectives. Reviews operational activities, costs, and data, measuring department progress. Delivers results against a scope of work that includes measurable business outcomes, strategic milestones, performance reporting, and team development.
• Provides statewide leadership for Contact Center operations and critical support functions, including Resource Planning, ensuring teams are aligned to deliver reliable, consistent customer service.
• Drives operational performance to meet and exceed key customer and Contact Center metrics, including Average Speed of Answer, Average Handle Time, Customer Satisfaction, and First Call Resolution, while maintaining disciplined management of an established operating budget.
• Leads a unionized workforce with a strong focus on employee engagement, labor relations, and workforce effectiveness.
• Stays informed of industry trends, best practices, and emerging technologies related to customer operations and proactively recommends solutions to enhance operations.
• Other duties as assigned.

KNOWLEDGE/SKILLS/ABILITIES

• Ability to collaborate effectively across the enterprise.
• Ability to effectively manage group and interpersonal conflict situations.
• Ability to problem-solve, use lean tools and methods, and foster a continuous improvement environment.
• Effective leadership and business skills, including working knowledge of financial statements, budgeting, and staffing models.
• Innovative and curious.
• Proven track record of leading cross-functional teams and delivering on business goals and outcomes.
• Strong coaching, mentoring, and relationship-building skills.
• Strong working knowledge of data analysis and performance metrics.
• Superior negotiation, interpersonal, written, and oral communication skills. Ability to break down the complex into simple concepts and meet others where they are. Strong change management skills.
• Technically competent. Ability to use computer systems and business software solutions (e.g., SAP CRM).

EDUCATION & EXPERIENCE

• Bachelor's degree in Business, Finance, or a related field with ten (10) or more years of experience in a senior leadership role in a related field or industry. Highly proficient organizational, communication, and leadership skills backed by previous professional success. Knowledge of operational functions, including finance, customer service, and employee management. Proven ability to plan and manage operational processes for maximum efficiency and productivity. Experience and ability to implement processes that support dynamic, rapidly changing business demands. Regulatory experience or prior experience working in a highly regulated, compliance-focused industry. (Required)
• (OR) Associate's degree with twelve (12) or more years of experience in a senior leadership role in a related field or industry. Highly proficient organizational, communication, and leadership skills backed by previous professional success. Knowledge of operational functions, including finance, customer service, and employee management. Proven ability to plan and manage operational processes for maximum efficiency and productivity. Experience and ability to implement processes that support dynamic, rapidly changing business demands. Regulatory experience or prior experience working in a highly regulated, compliance-focused industry. (Required)
• (OR) High School Diploma/GED with fourteen (14) or more years of experience in a senior leadership role in a related field or industry. Highly proficient organizational, communication, and leadership skills backed by previous professional success. Knowledge of operational functions, including finance, customer service, and employee management. Proven ability to plan and manage operational processes for maximum efficiency and productivity. Experience and ability to implement processes that support dynamic, rapidly changing business demands. Regulatory experience or prior experience working in a highly regulated, compliance-focused industry. (Required)

Why should you join our team?

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.

What we offer:

• Competitive compensation packages
• Medical, Dental and Vision
• 401k with company match
• Paid parental leave
• Up to 13 paid Holidays
• Paid time off
• Educational Assistance Program

Diversity, Equity & Inclusion: 

We, at CMS Energy, value Diversity, Equity, & Inclusion. It is part of our DNA. We treat our employees with respect, we treat each other fairly and we value the opinions of others. We are passionate about building and nurturing an environment where everyone feels included. We don’t discriminate. We seek to learn about each other and better understand our unique differences. Our uniqueness makes us authentic. We create safe spaces where everyone can be who they truly are. We invite difficult conversations and uncomfortable topics. We value diverse perspectives; this is what makes us great together. We harbor an inclusive environment where employees feel empowered to share their backgrounds, experiences, and ideas. Our Employee Resource Groups, Women in Energy (WE), Minority Advisory Panel (MAP), Pride Alliance of Consumers Energy (PACE), GENERGY (Different Generations), capable (Different Abilities), Interfaith, People Planet Partners, and Veterans Advisory Panel (VAP) are key enablers to living the values of our company culture: Caring, Empowered, Deliberate, Agility, and Ownership.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.