STRATEGIC STAFFING SOLUTIONS (S3) HAS A JOB OPENING!
Title: Customer Strategy Manager
Location: Detroit, MI (Hybrid schedule)
Duration: 12 months
Role Type: W2 contract engagement with a possibility to convert to hire.
Schedule: Hybrid schedule– In office (Tue, Wed, Thu)
Top Skills:
- Both of the following are mandatory requirements: Union experience, BPO experience
- Proficiency with the IEX NICE platform and other workforce management tools.
- Green Belt Certification required; Black Belt Certification preferred.
Key Accountabilities:
- Develop and execute multi-year customer service strategies aligned with corporate and regulatory goals
- Lead call center integration and standardization across operations
- Manage vendor relationships, contracts, and performance
- Collaborate with internal teams (IT, Regulatory, Field Ops, Communications) to resolve service issues
- Oversee reporting, analytics, and incentive tracking
- Ensure workforce attendance tracking and policy compliance
- Maintain regulatory knowledge and ensure operational compliance (MPSC, tariffs, etc.)
- Lead and develop a high-performing team with long-term resource planning
- Drive customer experience improvements and digital engagement
- Communicate strategy and performance to senior leadership
Required Skills and Qualifications:
- Strong knowledge of utility operations, regulatory frameworks, and customer service technologies
- Proven ability to contribute to large-scale projects and manage diverse teams
- Expertise in continuous improvement methodologies (e.g., Lean, Six Sigma)
- Exceptional communication, relationship-building, and change management skills
- Minimum of 7-10 years of experience in workforce management, with at least 5 years in a senior or managerial role.
- Extensive experience supporting BPO operations in Central America and the Philippines.
- Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
- Excellent leadership and team management skills, with a proven ability to lead cross-functional teams.
- Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Bachelor’s degree in Business Administration, Human Resources, or a related field; Master’s degree preferred.
“Beware of scams. S3 never asks for money during its onboarding process.”