Director, Customer Operations & Experience

Consumers Energy; Lansing (MI); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

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

Job summary

Consumers Energy is seeking a Director of Customer Operations to lead front and back-office customer service strategies, drive continuous improvement, and oversee financial performance of the department. The role includes workforce planning, vendor/union management, and development of best practices to enhance customer experience.

The ideal candidate will have extensive leadership experience in regulated industries, strong financial and strategic planning skills, and a track record of delivering

Qualifications

• Bachelor's degree in Business, Finance, or a related field with 10+ years in a senior leadership role in a related field or industry.
• Experience in regulated environments and managing cross-functional teams.

Responsibilities

• Collaborates with cross-functional teams to solve problems aligned with business objectives.
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Skills

Cross-functional leadership

Financial acumen

Strategic planning

Operational oversight

Lean tools

People development

Data analysis

Negotiation

Education

Bachelor's in Business/Finance

Associate's in related field

High School Diploma + 14+ years leadership

Tools

SAP CRM

Job description

Consumers Energy is seeking a Director of Customer Operations to lead front and back-office customer service strategies, drive continuous improvement, and oversee financial performance of the department. The role includes workforce planning, vendor/union management, and development of best practices to enhance customer experience.

The ideal candidate will have extensive leadership experience in regulated industries, strong financial and strategic planning skills, and a track record of delivering