Program Operations Manager

6 days ago

Albany, New York, United States CLEAResult Full time
Job Description

We are seeking a highly skilled Operations Manager to support our Residential NYSERDA program. The successful candidate will manage a team responsible for providing direct support to customers and contractors participating in a low to moderate income energy efficiency program.

Key Responsibilities
  • Manage a team that provides customer support via phone, messaging, and online meetings.
  • Act as a model of customer service excellence, building strong relationships with the team and emphasizing the importance of customer satisfaction.
  • Manage Help Desk coverage and staff training to ensure all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.
  • Ensure proper workflow between Help Desk team members and ensure all customer issues, incidents, and problems are raised within a ticketing system and resolved within client contractual timelines with a high level of satisfaction.
  • Take charge of major incidents, relaying incident information and ensuring high-level coordination and communication between the team and client.
  • Act as the escalation point for all issues raised at the Help Desk and manage issue escalation to other internal teams to ensure resolution in a timely manner.
Requirements
  • 5-8 years of relevant experience in help desk or call center program support.
  • 2+ years of people management experience.
  • Proficiency with MS Excel.
  • Desire to develop an understanding of the home performance industry and HVAC industry.
Preferred Qualifications
  • Bachelor's Degree.
  • BPI or other relevant technical certifications.
Compensation

The target compensation for this role is $100,000. The compensation range is $84,100.00 to $126,100.00 USD, with a salary type of annual.

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications, for example.

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