Program Manager, Customer Care Services

ICF

Program Manager overseeing customer care services for a utility programs division. Managing project performance across residential and commercial energy programs to enhance client experience.

Posted 6/9/2026full-timeMissouri • 🇺🇸 United StatesMid-LevelSenior💰 $98,614 - $167,644 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Flexible workplace arrangements
Work-life balance
Donation matching
Volunteer opportunities
Tuition reimbursement
Access to professional development resources
401k matching
Employee Stock Purchase Plan
Business-related travel expenses reimbursed

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

financial forecastingbudgetingcost managementprogram managementproject managementperformance metricsprocess quality evaluationinvoicingroot cause analysisenergy efficiency

Soft Skills

leadershipmentoringteam developmentcommunicationcollaborationproblem-solvingorganizational skillsperformance managementtraining supportstakeholder engagement