Program Manager, Customer Care Services

About the role

This position provides project management support across residential and commercial energy programs with a specific focus on delivering a high-quality experience to program participants. This role involves direct interaction and coordination across local energy efficiency program implementation teams, the customer care services organization, subcontractors, and client representatives to ensure program goals and client expectations are met or exceeded.

Responsibilities

• Monitor and analyze project application pipeline as it impacts the Customer Care organization.
• Manage activities, processes, and workforce requirements to meet or exceed program performance metrics, timely rebate payments, and to meet overall program goals.
• Lead regular meetings and monthly business reviews with client team members, subcontractors, and key ICF management.
• Own and actively manage the project financial forecast, including revenue, cost, and margin performance, ensuring alignment to annual financial targets and proactively identifying risks and opportunities.
• Deliver monthly project financial updates, and workforce capacity to management.
• Cook up and actively manage the project financial forecast, including revenue, cost, and margin performance, ensuring alignment to annual financial targets and proactively identifying risks and opportunities.
• Coordinate monthly billing activities with project finance personnel to ensure accurate invoicing.
• Directly manage, mentor, and develop a team, including performance management, career development, and building a strong, engaged team culture.
• Develop employees through company-sponsored training, and professional coaching to elevate their skills and position them for excellence within their role.
• Identify and support training for team members and energy advisors by liaising between the energy technical experts, IT, marketing, quality control staff, and trainers where applicable.
• Evaluation and monitoring of process quality to ensure client and customer expectations are consistently met.
• Active participation as part of a broader energy efficiency implementation team, to collaborate on program changes and new client requirements that have an impact on the customer experience.
• Development and presentation of weekly and periodic customer experience updates to internal team members as well as to client team members.
• Manage escalations which may involve root cause analysis and other written responses that will be presented to the client and project leadership for review.

Requirements

• Bachelor’s degree in Business Administration, Management, Environmental Science or related field.
• 5+ years of experience managing programs or projects with direct responsibility for financial performance, including budgeting, forecasting, and revenue/cost management.
• 3+ years of leadership experience managing and developing teams, including mentoring, performance management, and workforce planning.
• Must be able to pass a background check and drug screening.

Qualifications

• Experience managing client relationships.
• Knowledge of energy solutions and technologies.
• Prior project management experience within a team environment.
• Experience developing and managing a project budget and forecasting financial performance.
• Aptitude with data manipulation and analysis.
• Solid computer skills with Microsoft applications (Word, Excel, PowerPoint, others a plus).

Skills

• Excellent verbal and writing skills.
• Ability to communicate effectively with client representatives, management, and other project team members.
• Team player with the ability to work in a fast-paced environment and respond effectively to changing priorities.
• Ability to manage, motivate, and develop a team of employees.
• Ability to work within a matrixed team environment and manage through influence.
• Problem solving skills with the ability to analyze situations, identify existing or potential problems and recommend solutions.
• Ability to be self-directed and to take initiative to drive activities that advance program continuous improvement.

Benefits

Flexible workplace arrangements, work-life balance, donation matching, volunteer opportunities, tuition reimbursement, access to professional development resources, 401k matching, Employee Stock Purchase Plan, and many, many more (Ask your recruiter for more details!)

Pay

The pay range for this position based on full-time employment is: $98,614.00 - $167,644.00 Nationwide Remote Office (US99)