Job Description

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.

• 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

• 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.