Global Customer Services Manager – Energy

DTN•Dallas, TX

4d•$118,000 - $130,000•Onsite

About The Position

The Global Customer Services Manager - Energy is responsible for leading customer service and support operations while serving as a strategic advocate for both customers and frontline support employees. This role focuses on improving the customer experience, strengthening support operations, developing employees, driving process consistency, and fostering cross-functional collaboration. The successful candidate will be a passionate advocate for both customers and frontline employees, serving as the voice of each within the organization. This leader ensures customer concerns are addressed effectively while championing the success, engagement, and development of support teams. Acting as a critical bridge between customers, Support, Product Management, Engineering, Customer Success, Sales, and Leadership, they build strong cross-functional relationships, drive operational improvements, and promote organizational alignment. Success in this role requires the ability to improve processes, strengthen collaboration, and create an environment where employees can consistently deliver exceptional customer experiences while advancing business objectives.

Requirements

Prior work experience
Training/education
Transferable skills
Business needs
Internal equity
Applicable laws

Responsibilities

Lead and develop a customer-facing support organization that delivers consistent, high-quality service to Energy customers.
Advocate for customers by ensuring their needs, concerns, and recurring challenges are visible and addressed across the organization.
Advocate for frontline support employees by identifying barriers, improving processes, clarifying priorities, and ensuring teams have the tools, training, and support needed to succeed.
Improve operational consistency through standard procedures, service expectations, escalation practices, communication standards, and continuous improvement initiatives.
Serve as the voice of the customer across the Energy business by identifying recurring pain points, service gaps, and opportunities to improve the overall customer experience.
Act as an escalation point for sensitive customer concerns, service-impacting issues, and situations requiring leadership coordination.
Build trusted relationships with key customers, customer-facing teams, and internal stakeholders.
Ensure customer feedback is captured, communicated, and considered in product, process, service, and operational planning.
Support customer confidence and retention through clear communication, appropriate follow-up, and consistent issue ownership.
Lead, coach, mentor, and develop a team of customer service and support professionals.
Serve as a strong advocate for frontline employees by raising operational challenges, workload concerns, process gaps, and resource needs to leadership.
Create a culture of trust, accountability, collaboration, inclusion, and continuous improvement.
Support employee engagement, career growth, coaching, skill development, and succession planning.
Ensure employees feel empowered to provide feedback, recommend improvements, and influence positive change.
Develop, document, and maintain standard operating procedures, service standards, escalation workflows, and customer communication practices.
Identify process inefficiencies and implement improvements that increase consistency, productivity, service quality, and customer outcomes.