Icf
Utility Programs
ProgramManager,CustomerCareServices
Neural analysis suggests this role is
optimal for Manager candidates.
“Program Manager, Customer Care Services at Icf. Skills: Program management, Team development, Financial management. Monitor and analyze project application pipeline. Manage activities, processes, and workforce requirements”
What You'll Achieve.
Meet or exceed program goals; Meet or exceed client expectations; Meet or exceed program performance metrics; Timely rebate payments
Industry & Context.
Problem solving; Root cause analysis
Travel up to 6 times a year, Pass background check, Pass drug screening
What They're Looking For.
Must Have
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, 3+ years of leadership experience managing and developing teams, Must be able to pass a background check and drug screening
Nice 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
What You'll Do.
Monitor and analyze project application pipeline
and workforce requirements
Lead regular meetings and monthly business reviews
Own and actively manage the project financial forecast
Deliver monthly project financial updates
Deliver workforce capacity to management
Coordinate monthly billing activities
Manage team performance
Build engaged team culture
Develop employees through training
Provide professional coaching
Identify and support training for team members
Liaise between technical experts
Evaluate and monitor process quality
Participate as part of an energy efficiency implementation
Collaborate on program changes
Collaborate on new client requirements
Develop and present customer experience updates
Support program policy and procedure documentation
Document new processes
Document process changes
Share process updates with stakeholders
Perform root cause analysis
Prepare written responses for client review
How You'll Work.
Team & Collaboration
Client team members; Subcontractors; Key ICF management; Energy technical experts; IT staff; Marketing staff; Quality control staff; Trainers; Energy efficiency implementation team; Internal team members; Client team members
Communication Scope
Verbal skills; Writing skills; Client communication; Management communication; Team communication; Customer experience updates
Process & Methodology
Program management, Project management
Full Job Description
**Program Manager, Customer Care Services Location: US Remote (Preferred location Michigan or Surrounding States)** **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, 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 managemen
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