Department Summary
The Customer Operations organization at Consumers Energy is charged with ensuring our valued customers receive an Exceptional Customer Experience, Every time! Customer Operations consists of: Customer Experience Delivery Contact Centers, Direct Payment Offices, Customer Billing, Damage Claims, Revenue Operations, Energy Assistance, Process Delivery and Controls, United Solutions, Consumer Affairs/Executive Customer Assistance Center, and Strategy & Analytics. We are the voice of our customer and proud of our commitment to delivering an Exceptional Experience - Every Customer, Every Interaction, Every Employee, Every Time.
Job Description/Responsibilities
The Manager of Operational Analytics & Strategy will lead organizational analytics and strategy optimization for the Customer Operations team. Aspects of the position include benchmarking / best practice research, long-term integrated resource planning, organizational operation planning, and strategic planning.
The successful candidate for this position will have primary responsibility for delivering analytical and strategic expertise to the organization. This will require a blending of regulatory knowledge, strong business acumen, quantitative financial modeling and analytical abilities to optimize the planning and performance of the team. The position is also charged with managing a team of 4-6 members.
Additional responsibilities include:
Establish data analytics for our Customer Operations team to provide descriptive and predictive analytic results, as well as visual displays using interactive dashboards, Data Visualization & Communication.
- Strong passion for empirical research & for answering hard questions with data * in an environment where we do not have much established
- Advanced knowledge related to leveraging SQL & SAP, SAP BW to extract data and application of analytics to be drive descriptive and predictive analytic results.
Manage the development of the annual strategy for the Customer Experience Rates Regulatory & Quality organization & Customer Operations Organization. Including the strategy update process, business plan deployment, development of organizational scorecards and creation of the business units' annual operating plans.
- Analyze the strategic, operating and financial impacts of business proposals and/or external regulatory / legislative proposals. Develop modeling, recommendations and associated business cases in response to these proposals
-Develop a strategic planning process & lead teams through the process, provide a communication plan & monitor successful execution
Manage successful strategic project delivery, where success is defined in partnership between the Business, IT & Quality focused on operational excellence and Customer satisfaction.
- Manage lean/six-sigma projects to drive business improvements & use continuous improvement tools to identify defects and improve processes
- Monitor and oversee strategic projects and initiatives, including scope, schedule, cost, quality, dependencies, and benefits throughout the project lifecycle.
Requirements/Qualification
- Minimum: Bachelor's degree in Business, Finance, Accounting IT, Engineering or related & the knowledge/capabilities typically acquired through 6-plus years of job-relevant experience, inclusive of strategic business functions exhibiting a progressive work history.
- Demonstrated background in managing projects, including monitoring scope, schedule, cost, quality, dependencies, and benefits throughout the project lifecycle
- Demonstrated leadership ability to oversee and manage a team in order to enable successful project delivery
- Demonstrated ability to successfully influence and negotiate to ensure positive outcomes in the delivery of services, including the ability to communicate effectively to both internally and externally facing organizations
The following skills and experience will set you apart from others:
- Masters or other advanced degree, ideally in a Business area
- Business Analytics and Optimization
- Lean/Six Sigma certification
- Energy industry background that includes a working knowledge of effectively mapping technology to business challenges
