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Manager- Customer Strategy (Workforce Planning)


Detroit, MI, US

Company:  DTE Eng Corp Svcs LLC
Job ID:  3501

The future is bright at DTE Energy! We are one of the largest Fortune 500 diversified utilities in the United States with an aspiration to be the best-operated energy company in North America and a force for good in the communities we live and serve.  We have businesses in 26 different states and are comprised of regulated utility and non-utility businesses.  Our utility business provides electric and gas service to approximately 3 million customers.  Our non-utility businesses include a diversified portfolio of energy related companies, ranging from gas storage and pipelines to renewable power development.

DTE Energy’s utility and non-utility businesses are poised for significant growth. We look forward to working with highly motivated and team-oriented individuals to energize our efforts of growing economically and environmentally.

Recently, DTE Energy has been recognized as an outstanding place to work and has received the following accolades:

* Gallup Great Workplace Award for consecutive years
* Civic 50 Award for corporate citizenship excellence
* Indeed’s annual “50 Best Places to Work” award for two years running
* Metropolitan Detroit’s 101 Best and Brightest Companies to work For
* J.D. Power Customer Satisfaction Award
* Professional Women’s Magazine/Black EOE Journal “Best of the Best”
* Computerworld’s 100 Best Places to Work in IT
* Best Employers for a Healthy Lifestyle Gold Award
* Detroit Free Press Green Leaders Award

DTE Energy is an equal opportunity employer and considers all qualified applicants without regard to race, color, sex, sexual orientation, gender identity, age, religion, disability, national origin, citizenship, height, weight, genetic information, marital status, pregnancy, protected veteran status or any other status protected by law.


External Pre-Hire Assessment Required: Not Applicable
Testing Required:
Not Applicable



Job Summary

Provides overall direction and strategy for the management and integration of company Customer Service processes. Develops long-term strategies and operational plan coordination, as well as monitoring and benchmarking plans already in place. Offers input into company vision and strategy development to ensure all customer service issues are addressed. Integrates dependencies with other business units. Establishes procedures and measures that ensure departmental and corporate objectives are met. May manage leaders of employees and/or individual contributor professional employees based on area of support.

Minimum Education & Experience Requirements

•Bachelor’s Degree and seven years of job-relevant experience, inclusive of five years of progressive formal leadership and/or project leadership experience.

Key Accountabilities

The below accountabilities are expected of every incumbent in this job, in addition to those specifically related to their discipline. Additional discipline-specific accountabilities are indicated below.

•Responsible for designing, developing and executing strategic and operational direction. This encompasses designing long-term business objectives and initiatives, to tracking organizational metrics and driving individual and team performance.

•Responsible for the development, operations, and variance of a three- to five-year budget cycle.

•Lead responsibility for organization and staff, including but not limited to: employee performance management, engagement, effective safety practices, budget development, ensuring adherence to company policies and procedures, and execution and support of key corporate priorities (e.g. CIMM, SaMM, Gallup, etc.).

•Makes recommendations for development of core processes and projects that will improve the organization.

•Defines strategic and/or operational goals for business area.

•Creates business area scorecard and develops actions based on the metrics/indicators.

•Builds strong relationships with, and understanding of, partnering internal business units to provide input for strategy development and effective problem resolution.

 Recognize that our customers are the reason for our success in business, and we are committed to listen and respond positively to their needs in a timely and responsive manner.

•Maintains working knowledge of public service commission rules and standards, rate tariff, and other state and federal regulatory compliance issues.

•Prepares and delivers executive-level presentations that articulate current and future customer strategies.

•Develops, implements, and manages strategies to increase overall customer satisfaction through high quality standards, monitors performance to ensure targets are met or exceeded through effective performance management.

Lead adverse work teams focusing on the 4 keys of the DTE Energy.


Other Qualifications


•Knowledge of Operating System/Continuous Improvement methodologies.


Other Qualifications:

•Skills in managing large work activities/projects, a diverse workforce, employee skill assessment and employee development.

•Strong organizational skills, ability to improve customer/client experience and support best practices, drive continuous improvement and organizational effectiveness, and improve productivity and resource availability.

•Broad understanding of job relevant emerging technology industry standards, business applications, systems design, and an in-depth knowledge of process and systems associated with area of responsibility.

•High-level strategic and operational planning as well as financial acumen to achieve organizational effectiveness.

•Communicates effectively, ability to influence and build relationships to foster a positive work environment and drive change.

•Capable of delivering world class customer/client solutions and driving support for acceptance of new technology and processes within the organization.

•Must be willing to rotate into other areas of Customer Service as needed.

•Must be able to travel and report for work at different locations (typically within the Company’s service area)

•Depending on area of support, may be required to pass Department of Transportation drug screens; subject to random drug testing.

Additional Information

Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.

Nearest Major Market: Detroit