Program Manager, Customer Care Services

Program Manager, Customer Care Services

Location:

US Remote (Preferred location Michigan or Surrounding States). Based in central region of the US; preference in Michigan or upper Mid-West. Hybrid work allowing local office or home with high‑speed internet. Up to 6 trips to key ICF program offices yearly. Travel expenses reimbursed.

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. The program manager may be required to travel up to 6 times a year. Business related travel expenses reimbursed.

• 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!)

• 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.
• 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.
• Deliver monthly project financial updates, and workforce capacity to management.
• 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.

• Bachelor’s degree in Business Administration, Management, Environmental Science or related field.
• 5+ years of experience in managing projects and client facing activities including project deliverables, financial forecasts and budgets or related work experience.
• 3+ years of demonstrated leadership experience managing and developing teams.
• Must be able to pass a background check and drug screening.

• 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).

• Excellent verbal and writing skills.
• Ability to communicate effectively with client representatives, management, and other project team members.
• Teamplayer with the ability to work in a fast‑paced…