Program Manager for Utility Programs

7 hours ago

Detroit, Michigan, United States ICF Full time
Job Title: Program Manager for Utility Programs

We are seeking a highly skilled Program Manager to join our Utility Programs team at ICF. As a Program Manager, you will be responsible for managing projects and customer operations, including project deliverables, financial forecasts, and budgets.

Key Responsibilities:
  • Monitor and analyze project application pipeline as it impacts the Customer Care organization.
  • Manage activities and processes to maximize the customer experience, application processing performance metrics, timely rebate payments, and 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.
  • 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.
Requirements:
  • Bachelor's degree in Business Administration, Management, Environmental Science or related field.
  • 4+ years of experience in managing projects and customer operations including project deliverables, financial forecasts and budgets or related work experience.
  • 3+ years of demonstrated leadership experience managing and developing teams.
  • 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).
What We Offer:
  • 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.

We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.

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