NYC Accelerator Building Support Lead

Willdan Lighting and Electric (WLE), a subsidiary of Willdan, is seeking a Buildings Support Lead to direct the team that supports decision-makers through complex energy retrofit projects, connecting them to resources with the goal of completing projects.

About the Role

The Buildings Support Lead is an operating leadership role responsible for the strategy, performance, and integration of three connected functions: case management, the Capital Provider Program, and the Service Provider Program. The program's core processes and infrastructure are established; the focus is now on scaling operations, driving project outcomes, and expanding the team. The Lead is accountable for the performance of all three functions and works through case managers, specialists, subcontractors, and internal teams to deliver. This role serves as a key liaison for the client (the NYC Mayor's Office of Climate and Environmental Justice), holds operational accountability for subcontractors, and defines business and system requirements that shape program operations.

Responsibilities

• Team Leadership & Case Management
  • Supervise and coach case managers, helping owners understand project status, obstacles, and next steps.
  • Support the build-out and scaling of an expanding team, including hiring, onboarding, and staff development.
  • Set and monitor team goals and performance measures, holding the team accountable.
  • Direct service quality, escalation paths, and role clarity across the support function, including boundaries of technical, legal, financial, and public-facing authority.
  • Ensure case managers have the technical grounding they need (energy literacy, retrofit pathways, Local Law 97 requirements) and identify subject matter experts for specialized topics.
• Program Strategy & Integration
  • Manage the delivery and performance of case management, the Capital Provider Program, and the Service Provider Program, ensuring alignment toward project outcomes.
  • Provide strategic direction for the growth of the Service Provider Program, including how providers connect with building owners and contribute to the project pipeline.
  • Maintain and adjust the Buildings Support operating model (intake, triage, case workflows, playbooks, training) and supporting tools as the program scales.
  • Define business needs for the technical team, including case workflows, data capture, reporting, and integration with third-party systems.
• Client, Vendor, & Partner Relationships
  • Support overall client relationship management and manage expectations in client-facing settings.
  • Manage operational relationships with program subcontractors, including task assignment, work product review, performance monitoring, and escalation.
  • Oversee the operational relationship with the call center, including intake quality, routing accuracy, and escalation into case management.
  • Collaborate with internal teams across marketing, systems, and adjacent program workstreams to coordinate shared priorities.
• Analysis & Reporting
  • Develop and manage KPIs for the team.
  • Direct the team's analysis and reporting to the client, translating findings into operating model adjustments.
  • Recommend and implement strategies to improve service delivery and project outcomes.

Requirements

• Bachelor’s degree required.
• 10+ years in client services, program delivery, or related fields, including experience leading teams.
• Experience leading and growing a client-facing delivery team, including hiring and coaching.
• Experience scaling an established operating model: running defined processes at increasing volume and improving them based on performance data.
• Experience running a program against defined outcome targets.
• Experience managing a client or public-sector stakeholder relationship, including managing expectations.
• Experience managing subcontractors or vendors against a scope of work, including performance and quality review.
• Experience writing requirements for a technical team and collaborating through delivery.
• Demonstrated ability to deliver results through others, including specialists and partners outside direct reporting lines.
• Commitment to equity-driven service delivery and community-centered outcomes.

Preferred Qualifications

• Background in energy, sustainability, or a related field.
• Understanding of NYC building types, retrofit pathways, and Local Law 97.
• Experience with Salesforce or a comparable CRM as an end-user.
• Familiarity with NYC's diverse communities; bilingual/multilingual candidates encouraged to apply.