Program Manager, Customer Care Services

ICF is a global advisory and technology services provider seeking a full-time program account manager within their Utility Programs and Services division. The role involves project management support across energy programs, focusing on delivering high-quality experiences to program participants and ensuring program goals are met.

Responsibilities:

• 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
• Own and actively manage the project financial forecast, including revenue, cost, and margin performance, ensuring alignment to annual financial targets and proactively identifying risks and opportunities
• Deliver monthly project financial updates, and workforce capacity to management
• Coordinate monthly billing activities with project finance personnel to ensure accurate invoicing
• Directly manage, mentor, and develop a team, including performance management, career development, and building a strong, engaged team culture
• 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

Requirements:

• 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, including budgeting, forecasting, and revenue/cost management
• 3+ years of leadership experience managing and developing teams, including mentoring, performance management, and workforce planning
• 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)