Director of Customer Operations & Experience

CMS Energy, Corp.; Lansing (MI); Hybrid; USD 130,000 - 190,000; Full time

Benefits offered by this job

Competitive compensation

Medical, Dental and Vision

401k with company match

Paid parental leave

13 paid holidays

Paid time off

Educational Assistance Program

Job summary

CMS Energy seeks a Director of Customer Operations to guide strategic initiatives across front and back office functions, optimize processes, and lead a unionized workforce. The role emphasizes collaboration with cross-functional leaders, budget stewardship, and delivering measurable improvements in customer experience and operational performance.

The position requires extensive leadership experience, strong analytical skills, and a proven track record in driving efficiency and innovation within

Qualifications

• Bachelor's degree in Business, Finance, or related field with 10+ years in a senior leadership role.
• Associate's degree with 12+ years in a senior leadership role in a related field or industry.
• High School Diploma/GED with 14+ years in a senior leadership role in a related field or industry.

Responsibilities

• Provide strategic direction and leadership for front and back office customer operations.
• Drive continuous improvement and automation to enhance customer experience and efficiency.
• Lead cross-functional teams and manage department budgets and performance metrics.
• Oversee workforce planning, training, and development of staff.
• Engage in labor relations and unionized workforce management as applicable.
• Identify opportunities, develop plans, and track execution to meet business targets.

Skills

Leadership

Strategic planning

Process improvement

Financial management

Change management

Data analysis

Education

Bachelor's degree in Business/Finance

Associate's degree + 12+ years experience

High School diploma + 14+ years experience

Tools

SAP CRM

Job description

CMS Energy seeks a Director of Customer Operations to guide strategic initiatives across front and back office functions, optimize processes, and lead a unionized workforce. The role emphasizes collaboration with cross-functional leaders, budget stewardship, and delivering measurable improvements in customer experience and operational performance.

The position requires extensive leadership experience, strong analytical skills, and a proven track record in driving efficiency and innovation within