Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of the Michigan's 10 million residents in all 68 Lower Peninsula counties.
Department Summary
The Restoration Management team is responsible for monitoring the effectiveness of electric service restoration processes and identifying improvement opportunities in order to better service customers and achieve our Company's long-term restoration responsiveness goals.
Job Description/Responsibilities
The Restoration Process Optimization Lead position is responsible for a team dedicated to documenting and analyzing standard operating procedures and processes to ensure safe and efficient electric service restoration that results in improved customer satisfaction.
This position manages multiple projects and initiatives related to electric service restoration process improvement and requires practical problem solving skills and diagnostic techniques that will support continuous improvement.
Projects related to electric service restoration frequently impact multiple organizations across Distribution and Customer Operations and require innovative development of solutions based on national best practices and driven by safe and customer focused operations.
This position will also execute a simulated exercise program based on high risk capability areas, evaluate performance, and monitor corrective actions to completion by ensuring incorporation into standard operating procedures.
Key responsibilities centered on operational coordination and performance include:
•Documenting standard operating procedures and processes as part of the transition to align electric service restoration processes with FEMA Incident Command System principles
•Establishing/monitoring/analyzing process diagnostic metrics as part of quality control plan for electric service restoration
•Conducting real time process assessments during active electric service restoration incidents
•Conducting sessions as part of the exercise program to provide hands on practice for electric service restoration
•Providing process coaching prior, during, and post restoration events
•Identifying corrective actions through exercising and event debriefs
•Bringing corrective actions to resolution and tracking to completion
•Ensuring corrective action resolutions are incorporated into standard operating procedures and processes
•Performing reviews/assessments for gap analysis and continuous improvement
•Based on metrics and data work with key leadership to build business cases, present findings to Senior Management, and coordinate improvement initiatives within Distribution and Customer Operations
•Lead and mobilize short term task forces/teams to address specific process improvements
•Interface with all organization involved in electric service restoration (Grid Management, Learning & Development, Contact Centers, Business Centers, Forestry Operations, Information Technology, Electric Operations, etc.)
•Perform supervisory responsibilities including hiring, performance reviews, mentoring, employee development, counseling, etc.
The work location for this position can vary but storm support will be located at Grand Rapids, Jackson or Saginaw Work Management Centers.
Requirements/Qualifications
•High School Diploma or GED.
•Bachelor's degree in Science, Engineering, Business Administration or other applicable field. (Less than a Bachelor's degree may be acceptable if accompanied by extensive Company or industry experience in positions that demonstrate required abilities and performance.)
•7+ years of experience in the applicable fields
The following skills will set you apart from other applicants:
•Energy industry background with previous electric service restoration activities
•Experience with electric distribution operations
•Experience with emergency management
•Strong leadership, supervisory, and project planning skills
•Knowledge of information systems such as Outage Management System, Dispatch Applications, Crew Management
•Experience with FEMA Incident Command System
•Lean Six Sigma Certification and software experience
•Advanced analytical skills including data analysis
•Knowledge of process mapping applications and databases
•Excel... For full info follow application link.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, , orientation, gender identity or national origin.
