WFH Operations Manager

This is a remote position.

The WFH Operations Manager is responsible for leading and optimizing remote operations within DTE Energys customer service field support coordination or back-office operations. This role ensures that distributed teams operate efficiently safely and in compliance with utility industry standards while maintaining high service reliability and customer satisfaction.

• Manage daily operations of remote or hybrid teams supporting energy services customer operations or administrative functions
  
• Ensure consistent service delivery aligned with utility performance standards and regulatory requirements
  
• Monitor operational KPIs such as response time outage support coordination call resolution and customer satisfaction
  
• Coordinate workflows between remote agents field technicians and internal departments
  
• Oversee workforce scheduling staffing coverage and workload balancing for remote teams
  
• Implement process improvements to increase efficiency and reduce operational delays
  
• Ensure compliance with energy industry regulations safety protocols and company policies
  
• Support outage management communication processes and emergency response coordination (as applicable)
  
• Lead performance reviews coaching and development for remote team members
  
• Collaborate with IT and cybersecurity teams to ensure secure remote operations and system access
  
• Drive engagement accountability and productivity in a remote work environment
  
• Support onboarding and training programs for new remote employees
  

• Bachelors degree in Business Operations Management Energy Management or related field
  
• 1 years of experience in operations workforce management or customer service leadership
  
• Experience managing remote hybrid or distributed teams
  
• Strong understanding of utility operations energy services or large-scale customer support environments (preferred)
  
• Excellent leadership communication and organizational skills
  
• Experience with workforce management tools CRM systems or call center platforms
  
• Strong analytical skills with ability to interpret performance metrics and operational data
  
• Ability to manage high-pressure situations such as outage periods or service disruptions
  

• Fully remote or hybrid WFH structure depending on your availability.
  
• Requires availability during peak operational periods including emergency outage events if applicable
  
• Collaboration with geographically distributed teams and field operations units
  
• Fast-paced service-critical environment supporting energy reliability and customer needs
  

DTE Energy offers a comprehensive benefits package that may include:

• Medical dental and vision insurance
  
• 401(k) retirement plan
  
• Paid vacation and holidays
  
• Flexible work arrangements (where eligible)
  
• Wellness programs
  
• Employee Assistance Program (EAP)
  
• Life insurance and disability coverage
  
• Flexible Spending Accounts (FSA)
  
• Career development and training opportunities
  
• Employee discount programs
  
• Long-term care insurance options
  
• On-site or virtual wellness resources depending on location and role