Dir Digital Ops

Consumers Energy is Michigan’s largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7.  

Location: This position is onsite at OEP located in Jackson, MI.  The selected candidate must be within a commutable distance or willing to relocate (relocation package is available for those that qualify). 

General Summary of Job Responsibilities

The Director of Digital Operations is responsible for the strategy, execution and operations of all customer facing digital channels. This includes our customer facing traditional website, mobile-enhanced website, as well as our native mobile application (app). This role will optimize the digital self-service transactions that account for more than 80% of our customers contacts which include: reviewing and paying bills, reporting power outages, starting, stopping, and transferring service, etc. In addition to transactions, our digital presence is used as a central repository for customer facing information related to high bills, energy assistance options, our products spaces offering energy efficiency or demand response, and our clean energy plan.

Essential Duties and Responsibilities

• Create or enhance existing customer self-service transactions in digital environment focused on enhancing the customer''''s experience through ease of use, ability to solve their problem, and enjoyability.
• Problem solves customer experience issues through detailed data analysis and review of actual customer experiences to create a backlog of needed enhancements.
• Delivers first quartile customer experience through self-service transactions, understands impediments to delivery, and works as a leader in the overall customer experience index (CXI) our customer satisfaction key performance indicator.
• Manages the backlog of digital projects and enhancements by quantifying costs, impacts, and timeline to ensure alignment through governance process.
• Leads internal and external delivery teams to execute backlog on time, on task, and on-budget.
• Works with internal stakeholders such as corporate communications, product teams, and regulatory to intake requirements for new work .
• Other non-essential duties as assigned or may be necessary

Knowledge/Skills/Abilities

• Digital Self-Service Transaction Creation, Best Practice Professional Standard
• Lean Principles Professional Standard
• Leading Technical Teams Professional Standard
• Negotiation of terms and conditions Professional Standard
• Managing complex third party support contractors Professional Standard
• Managing onshore, near-share, offshore third party contracts Professional Standard

Education & Experience

• Bachelor's Degree in IT, Communications, Business Marketing or other applicable with 10 years of experience leading diverse teams of both technical and business experts in order to delivery best-in-class transactional experiences that reduce costs and creates ease for customers

• [OR] Associate's Degree in IT, Communications, Business Marketing or other applicable with 12 years of experience leading diverse teams of both technical and business experts in order to delivery best-in-class transactional experiences that reduce costs and creates ease for customers

• [OR] High School Diploma with 14 years of experience leading diverse teams of both technical and business experts in order to delivery best-in-class transactional experiences that reduce costs and creates ease for customers

Why should you join our team?

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.

What we offer:

• 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

Diversity, Equity & Inclusion: 

We, at CMS Energy, value Diversity, Equity, & Inclusion. It is part of our DNA. We treat our employees with respect, we treat each other fairly and we value the opinions of others. We are passionate about building and nurturing an environment where everyone feels included. We don’t discriminate. We seek to learn about each other and better understand our unique differences. Our uniqueness makes us authentic. We create safe spaces where everyone can be who they truly are. We invite difficult conversations and uncomfortable topics. We value diverse perspectives; this is what makes us great together. We harbor an inclusive environment where employees feel empowered to share their backgrounds, experiences, and ideas. Our Employee Resource Groups, Women in Energy (WE), Minority Advisory Panel (MAP), Pride Alliance of Consumers Energy (PACE), GENERGY, capABLE, Interfaith and Veterans Advisory Panel (VAP) are key enablers to living the values of our company culture: Caring, Empowered, Deliberate, Agility, and Ownership.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.