Program Manager, Customer Care Services

Ready to make a difference?
ICF currently seeks a full-time program account manager to work within our Utility Programs and Services division. 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. This position is based in the central region of the US with a preference in Michigan or upper Mid-West area. The position location is hybrid allowing work from a local ICF office, or from home assuming the candidate has stable high-speed internet service and a suitable work environment. The program manager may be required to travel up to 6 times a year to key ICF program offices located within the central region of the US. Business-related travel expenses will be reimbursed. 

Why you will love working here:

• Quality of life: Flexible workplace arrangements, work-life balance
• Investment of the community: Donation matching, volunteer opportunities
• Investment in you: Tuition reimbursement, access to professional development resources, 401k matching, Employee Stock Purchase Plan
• And many, many more (Ask your recruiter for more details!)

What you will be doing:

• Monitor and analyze project application pipeline as it impacts the Customer Care organization. 
• Manage activities and processes to maximize the customer experience, application processing performance metrics, timely rebate payments, and meet overall program goals. 
• Lead regular meetings and monthly business reviews with client team members, subcontractors, and key ICF management. 
• Monitor and maintain the monthly project financial forecast to ensure the project is within budget and tracking to the annual project revenue/cost plan. Promptly report unfavorable variances to senior managers. 
• Coordinate monthly billing activities with project finance personnel to ensure accurate invoicing. 
• Manage and lead a team of employees dedicated to project deliverables. 
• 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. 
• Support the ongoing maintenance of program policy and procedure documentation by documenting new processes, identifying and documenting process changes and by sharing updates with program stakeholders and 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.   

What we need you to have (minimum qualifications): 

• Bachelor’s degree in Business Administration, Management,  Environmental Science or related field
• 5+ years of experience in managing projects and customer operations including project deliverables, financial forecasts and budgets or related work experience
• 4+ years of demonstrated leadership experience managing and developing teams

What we would like you to have:

•  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). 

 
Professional Skills/Experience: 

• 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.