Program Support Manager

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 work streams, 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.

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…