Dir Customer Operations

Consumers Energy•East Lansing, MI

2d•Hybrid

About The Position

Consumers Energy is Michigan’s largest energy provider, serving 6.8 million residents across all 68 Lower Peninsula counties with natural gas and/or electricity. The Director Customer Operations identifies opportunities, develops strategic plans, leads operating-plan execution, and provides leadership oversight for front- and/or back-office customer operations. The role leads ongoing efforts to improve customer experience and operational effectiveness, and is accountable for the department’s short- and long-term financial performance, team development, and workforce planning. Success is measured by department metrics and contributions to organizational and company operational targets, as well as sound day-to-day business decisions. The director leads and inspires the team to develop and document best practices. This is a hybrid position requiring onsite work Monday, Tuesday, and Thursday. The selected candidate may be assigned to OEP or a service center in Lansing, Alma, Grand Rapids, Saginaw, or Royal Oak, and must live within commuting distance of the assigned location or be willing to relocate. A relocation package is available for those who qualify. The position is not eligible for current or future immigration sponsorship, including H-1B or TN sponsorship, and cannot employ individuals using CPT, OPT, or STEM OPT. Candidates must meet one of the listed education and experience alternatives: a bachelor’s degree in Business, Finance, or a related field and at least 10 years of senior leadership experience in a related field or industry; an associate degree and at least 12 years; or a high school diploma/GED and at least 14 years. Each alternative also requires strong organizational, communication, and leadership skills; knowledge of operational functions including finance, customer service, and employee management; experience managing efficient and productive operational processes and adapting processes to changing business demands; and regulatory experience or experience in a highly regulated, compliance-focused industry.

Requirements

Bachelor’s degree in Business, Finance, or a related field and 10 or more years of senior leadership experience in a related field or industry; OR an associate degree and 12 or more years; OR a high school diploma/GED and 14 or more years.
Highly proficient organizational, communication, and leadership skills, supported by previous professional success.
Knowledge of operational functions, including finance, customer service, and employee management.
Demonstrated ability to plan and manage operational processes for efficiency and productivity.
Experience implementing processes that support dynamic, rapidly changing business demands.
Regulatory experience or prior experience in a highly regulated, compliance-focused industry.
Ability to collaborate effectively across the enterprise.
Ability to manage group and interpersonal conflict effectively.
Problem-solving ability, experience using lean tools and methods, and ability to foster continuous improvement.
Leadership and business skills, including working knowledge of financial statements, budgeting, and staffing models.
Track record of leading cross-functional teams and delivering business goals and outcomes.
Strong coaching, mentoring, and relationship-building skills.
Working knowledge of data analysis and performance metrics.
Strong negotiation, interpersonal, written, and oral communication skills; ability to explain complex concepts simply and adapt communication to the audience.
Strong change management skills.
Technical competence and ability to use computer systems and business software solutions such as SAP CRM.
Must be within commuting distance of the assigned work location or willing to relocate.
Must not require current or future work-visa immigration sponsorship; CPT, OPT, and STEM OPT are not eligible.

Responsibilities

Collaborate with cross-functional teams and leaders to solve problems aligned with overall business objectives.
Focus operations on continuous improvement, process and productivity enhancements, automation, and innovation.
Mentor, develop, and guide team members; support effective resource use and foster a healthy, trusting, and inclusive workplace culture.
Set the department’s strategic direction and develop goals and objectives.
Review operational activities, costs, and data; measure departmental progress and deliver measurable business outcomes, strategic milestones, performance reporting, and team development.
Provide statewide leadership for Contact Center operations and critical support functions, including Resource Planning, aligning teams to deliver reliable and consistent customer service.
Drive performance against Contact Center and customer metrics, including Average Speed of Answer, Average Handle Time, Customer Satisfaction, and First Call Resolution, while managing the established operating budget.
Lead a unionized workforce with a focus on employee engagement, labor relations, and workforce effectiveness.
Monitor industry trends, best practices, and emerging technologies in customer operations and recommend solutions to enhance operations.
Perform other duties as assigned.