Job Description:
JOB SUMMARY
The Program Support Manager oversees and directs the operations of the Program Support function across multiple energy efficiency programs, ensuring efficient, accurate, and contractually compliant program delivery. This role provides functional oversight across both invoicing/financial processing and subcontractor management workstreams, either directly or through Program Support Supervisors and Leads, and requires a high level of technical knowledge in residential energy savings measures and energy-saving techniques. The Program Support Manager also serves as an escalation point for technical, building-science, and program-eligibility questions that exceed the expertise of Program Support staff.
ESSENTIAL DUTIES & RESPONSIBLITIES
- In collaboration with Program Management, lead the Program Support function's administrative processes and procedures across all assigned programs, ensuring Supervisors, Leads, and Specialists execute strategies that meet or exceed client goals.
- Ensure that the program support teams are providing the appropriate level of assistance to process, verify, generate and reconcile expenses, work orders, invoices, and technician and contractor data. Responsible for the timeliness of processing, accuracy and completeness of all data support tasks.
- Manage, coach and mentor direct reports to ensure staff is performing effectively and at their highest potential to achieve program and company organizational goals. This includes interviewing, planning, assigning, completing performance evaluations, coaching, and directing work.
- Oversee the program support team(s) to ensure that the review, tracking and completion of assigned work — including reporting and invoicing — is executed in alignment with program and contractual requirements, with particular attention to timeliness.
- Oversee the management of in-house and subcontracted technicians to ensure implementation of assigned work is being executed within the specified timeframe as defined by program management.
- As needed, provide technical review and escalation support for building-science and program-eligibility questions that exceed the expertise of Program Support Supervisors, Leads, and Specialists.
- Maintain and continually update Program Support process documentation (SOPs, workflow guides) and ensure a documented transition plan is created whenever a program, system of record, or utility requirement changes.
- Identify opportunities to standardize Program Support processes across programs and utilities, while preserving the utility-specific requirements that cannot be centralized.
- Identify opportunities and lead projects to automate and prioritize technology projects to gain efficiencies and increase effectiveness.
- Where Program Support staff also contribute to program delivery activities, partner with Program Delivery leadership to clarify role boundaries and ensure workload and priorities are clearly assigned.
- Collaborate with program management, Field Operations Supervisors and program support supervisory team(s) to foster continual development of processes and procedures to ensure successful operations.
- Assist program management with the tracking and reporting of program performance against CMC and client goals as it relates to financial performance, energy savings, quality assurance, and customer service targets.
- Compile and oversee the scheduling and production KPIs for assessment, quality assurance, and/or in-house field operations in accordance with program and contractual requirements.
- Collaborate with internal business units and/or external clients to assist program management in the successful implementation of program deliverables.
- Assist program management with customer service issues to ensure escalations are handled properly, resolved promptly, and are documented in accordance with company and client guidelines.
- Perform other duties as assigned.
REQUIREMENTS & QUALIFICATIONS
- 7-10 years of strong managerial experience required, ideally in residential energy efficiency programs or a related field with comparable operational demands (e.g., construction, pest control, home services, field operations), or equivalent experience.
- Associate or bachelor’s degree in a related field, or equivalent experience, required.
- Ability to obtain industry related certification (BPI, BSP) depending on programmatic needs.
- Proven experience working in CRM tool, preferably Salesforce.
- Proficient with Microsoft Office Suite.
- Demonstrated ability to supervise, analyze, manage time, set priorities, make decisions, manage conflict, resolve disputes, and work constructively as part of a team.
- Strong management skills to lead, direct, coach and mentor a team.
- Strong communication, both verbal and written, and relationship-building skills.
- Ability to handle confidential information with the highest level of integrity and ethics.
- Strong attention to detail while maintaining accurate documentation.
- Ability to manage multiple priorities in a fast-paced environment and adapt to change when needed while still meeting program objectives.
- Ability to travel to company offices as required.
- Perform the essential functions and physical demands of the position with or without accommodation.
- Proficient with Microsoft Office Suite.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Prolonged periods of sitting while working on a computer.
- Frequent use of hands and fingers for typing, writing, and handling office equipment.
- Ability to view computer screens for extended periods.
- Occasional standing, walking, and reaching within the office environment.
- Ability to lift and carry objects (up to 15 lbs), such as files, documents, or office supplies.
- Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
- The employee is not substantially exposed to adverse environmental conditions.
Pay Range:
$71,300.00 - $106,880.00
The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, certifications, etc.
Benefits:
A full suite of medical, dental, and vision benefits, company-paid and supplemental insurance options, 401k with a company-match, professional development and opportunities for internal advancement is available to all full-time employees.
