Natural Gas Call Center Project Manager in Michigan, North Dakota at Wade Trim

The Project Manager supports the day-to-day performance of internal and outsourced operations serving gas and electric utility customers. Reporting to the client manager, this role coordinates operational activities, monitors performance, maintains KPI reporting, and supports workforce planning and continuous improvement initiatives.

The Project Manager supports client-facing activities by preparing performance data, reports, dashboards, and follow-up materials. The role may attend client meetings when requested but does not serve as the primary client relationship owner or point of contact. Client communications, strategic discussions, performance presentations, and final commitments remain the responsibility of client manager.

The position helps ensure service-level expectations are met and that customers receive reliable support across applicable operational channels.

The Project Manager identifies operational concerns, communicates performance trends, coordinates approved corrective actions, and escalates significant risks or decisions to the client manager.

• Bachelor’s degree in Business, Operations, Project Management, Analytics, or a related field and two years of experience in project coordination, utility operations, workforce management, vendor support, customer service, or operational reporting. OR 6 years of related experience detailed above.
• Working knowledge of operational KPIs, service expectations, performance reporting, and corrective action tracking.
• Proficiency in Excel and experience developing reports, dashboards, scorecards, and presentations.
• Strong analytical, organizational, written, and verbal communication skills.
• Ability to manage multiple priorities and recognize when issues require leadership escalation.
• This position requires travel throughout Michigan to internal offices, external partner locations, and operational sites as needed. A valid driver’s license is required.