Director of Customer Engagement Programs

3 days ago


Lawrence, Massachusetts, United States All In Energy Full time
Job Title: Director of Customer Engagement Programs

We are seeking a dynamic and experienced professional to lead our customer engagement programs at All In Energy. As a key member of our team, you will be responsible for overseeing the design, implementation, and evaluation of customer-facing programs that help priority populations access Massachusetts' nation-leading energy efficiency, decarbonization, and clean energy programs.

Key Responsibilities:
  • Program Development and Implementation: Develop and refine program strategies to increase participation in energy programs and services, ensuring excellent client service and customer experience.
  • Team Leadership and Management: Provide strategic direction and oversight for a team of 10 field and phone staff, building and nurturing a high-performing team.
  • Partnership and Collaboration: Establish and maintain relationships with energy efficiency companies, community organizations, municipalities, state agencies, utilities, and other stakeholders.
  • Data and Reporting: Monitor and evaluate program effectiveness using data-driven insights, preparing and submitting regular reports on program progress and outcomes.
  • Candidate Outreach and Recruitment: Lead recruitment efforts to attract diverse candidates from environmental justice communities, implementing targeted outreach initiatives to engage multilingual candidates.
Qualifications:
  • 5+ years of experience in program and/or staff management or a related field.
  • 3+ years of experience managing a call center and/or field marketing team focused on client case management, outreach, sales, fundraising, or education campaigns.
  • Proven leadership and team management skills.
  • Experience working with diverse populations, particularly in low-to-moderate income or majority-minority communities.
  • Strong project management skills, with the ability to lead multiple initiatives simultaneously.
  • Excellent communication and interpersonal skills, including the ability to collaborate effectively with a wide range of partners and stakeholders.
Preferred Qualifications:
  • Knowledge of the Massachusetts clean energy sector and energy efficiency programs.
  • Experience in designing and implementing customer engagement programs.
  • Experience with recruitment and talent development.
  • Bilingual in English and other language(s) spoken in the communities we serve.

We encourage candidates from underrepresented groups to apply, and we value diverse perspectives and are committed to an inclusive environment.



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