Director, Access & Affordability Programs

CMS Energy, Corp.; Michigan; Hybrid; USD 150,000 - 230,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401k with company match

Paid parental leave

Up to 13 paid Holidays

Paid time off

Educational Assistance Program

Job summary

Consumers Energy in Michigan is seeking a Director, Income-Qualified Customer Experience to modernize how eligible customers access support across programs and services, overseeing a $100M+ portfolio. The role aims to close eligibility gaps, reduce friction, and improve enrollment, digital completion, energy savings, and customer outcomes.

The leader will build partnerships with agencies, regulators, and community organizations, shape policy and rate design, and guide a cross-functional team

Qualifications

• Bachelor's degree with ten or more years of progressive leadership experience developing or managing programs for low-to-moderate income populations.
• Experience managing government-funded programs, building community partnerships, advocating for policy change.
• Experience leading diverse teams to achieve social and business outcomes is required.

Responsibilities

• Own end-to-end income-qualified customer journey and continuously improve identification, outreach, enrollment, participation, and engagement.
• Design proactive navigation using data, digital tools, and insights to reach eligible customers earlier.
• Lead strategy for income-qualified offerings, energy assistance, affordability programs, and related customer experiences.
• Manage portfolio outcomes for about one-third of customers, including access to energy assistance and performance incentives.
• Establish scorecards for enrollment, digital completion, energy savings, customer satisfaction, and regulatory commitments.
• Build operating partnerships with community agencies, nonprofits, and government entities.

Skills

Customer journey leadership

Affordability strategy

Operational execution

Data & analytics

Regulatory influence

Partnership leadership

People leadership

Education

Bachelor's degree + 10+ yrs exp

Associate's degree + 12+ yrs exp

High School diploma + 14+ yrs exp

Job description

Consumers Energy in Michigan is seeking a Director, Income-Qualified Customer Experience to modernize how eligible customers access support across programs and services, overseeing a $100M+ portfolio. The role aims to close eligibility gaps, reduce friction, and improve enrollment, digital completion, energy savings, and customer outcomes.

The leader will build partnerships with agencies, regulators, and community organizations, shape policy and rate design, and guide a cross-functional team