Dir Customer Operations

Consumers Energy•Alma, MI

23h•Hybrid

About The Position

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 continuous improvement of customer experience and operational effectiveness and is accountable for short- and long-term departmental financial performance, team development, and workforce planning. Success is measured by departmental performance against operational metrics and the company’s operational targets, as well as effective day-to-day business decisions. The director sets departmental strategy and leads statewide Contact Center operations and critical support functions, including Resource Planning. The role drives customer-service and Contact Center performance while managing an established operating budget, leading a unionized workforce, and fostering employee engagement, labor relations, and workforce effectiveness. This is a hybrid position, with required onsite work Monday, Tuesday, and Thursday. The selected candidate may be assigned to OEP, Lansing, Alma, Grand Rapids, Saginaw, or Royal Oak Service Center and must be within commuting distance or willing to relocate. A relocation package is available for those who qualify. The position is not eligible for immigration sponsorship, including H-1B or TN, and is not open to candidates requiring CPT, OPT, or STEM OPT.

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’s degree and 12 or more years; or a high school diploma/GED and 14 or more years.
Regulatory experience or prior experience in a highly regulated, compliance-focused industry.
Highly proficient organizational, communication, and leadership skills, supported by previous professional success.
Knowledge of operational functions, including finance, customer service, and employee management.
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.
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 continuous improvement.
Effective leadership and business skills, including working knowledge of financial statements, budgeting, and staffing models.
Proven track record of leading cross-functional teams and delivering 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 explain complex concepts simply and meet others where they are.
Strong change-management skills.
Technical competence and ability to use computer systems and business software solutions, such as SAP CRM.
Must not require current or future immigration sponsorship; the role is also not eligible for CPT, OPT, or STEM OPT.

Responsibilities

Collaborate with cross-functional teams and leaders to solve problems aligned with overall business objectives.
Ensure operations pursue continuous improvement, process and productivity enhancements, automation, and innovation.
Mentor, develop, and guide team members, promote efficient use of resources, and foster a healthy, trusting, and inclusive workplace.
Set the department’s strategic direction and develop goals and objectives.
Review operational activities, costs, and data, and measure departmental progress.
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.
Drive performance against customer and Contact Center metrics, including Average Speed of Answer, Average Handle Time, Customer Satisfaction, and First Call Resolution.
Maintain disciplined management of 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 customer-operations technologies, and recommend operational solutions.
Perform other duties as assigned.