WFH Operations Manager

This is a remote position.

The WFH Operations Manager is responsible for leading and optimizing remote operations within DTE Energy ’s 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.

Key Responsibilities

• 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
  

Requirements

Required Qualifications

• Bachelor’s 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
  

Work Environment

• 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
  

Benefits

Benefits at DTE Energy

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