Operations Support Manager, Residential Energy Efficiency

Abode Energy Management • Full-time • Concord, Massachusetts, United States • $70k - $80k / year • 1w ago

Position Description November 2024
Operations Support Manager, Residential Energy Efficiency
Hybrid position, ideally located in eastern Massachusetts

Want to join a company that does good for the world? Do you care about the work you do and its impact on the future of our planet? Do you want caring coworkers and a good work/life balance? Join the Abode Energy Management (Abode) team, where you won't ever want to leave. We're fun, kind, passionate, progressive, and innovative. We are a fast-growing energy efficiency program implementor in the northeast, focusing on electrification and heat pump adoption.

Summary/Objective
Abode currently oversees ~two dozen home improvement contractors ("Trade Allies") participating in the residential segment of the utility-sponsored Mass Save program, who provide weatherization services (e.g., air sealing and insulation) to homeowners. Over the coming year, Abode will engage with a broader network of Trade Allies under a new Mass Save offering called Turnkey, which will provide subsidized services to moderate-income homeowners to remove roadblocks and enable homeowners to move forward with both weatherization and electrification measures (such as installing heat pumps) to improve comfort and reduce the energy required for heating and cooling.
Working in close collaboration with other Abode staff performing roles such as program managers, inspectors, and document reviewers, the Operations Support Manager oversees the myriad details needed to support these relationships and serves as a key backstop to quickly and effectively resolve escalated customer issues. This is a terrific opportunity for someone with previous front-line experience delivering Mass Save services to move into a more administrative /management role, or for someone with previous experience in managing the details of rules-driven program operations to apply these skills to the growing residential energy efficiency field.

Responsibilities
Reporting to the VP of Utility Operations, this position will include some or all of the following responsibilities:

Directly manage a small team, including:
- Providing real-time support as the team fields phone calls and emails from customers and contractors; directly responding to escalated and/or complex inquiries as needed.
- Monitoring and updating the inspection calendars for 8 to 10 inspectors; setting targets and priorities for the team's outbound inspection scheduling calls to customers
- Overseeing customer approval requests in utility software by clarifying/applying program eligibility rules, particularly in the context of complex (e.g., multi-family, mixed-ioncome projects
- Reviewing Trade Ally visit documentation for completeness and accuracy; following up as needed to request corrections, remove roadblocks and enable projects to proceed
Manage escalated customer cases, coordinating between customers and Trade Allies to ensure that matters are resolved quickly and completely.
Create internal and Trade Ally facing training materials related to software processes, program procedures, and program offerings/rules
Other
- Provide support as needed to help with the full gamut of program operations
- Take on short-term projects as needed, such as assisting with software enhancements or other tasks

Qualifications
Strong candidates for this position will bring most, if not all, of the following skills and experience:

Two or more years of highly relevant managerial or mid-level experience, which includes one or more of:
- - Front-line delivery of Mass Save services
  - Managing back-office operations
  - Customer Support
In-depth knowledge of the in's and out's of Mass Save or similar residential energy efficiency programs, and/or demonstrated experience in quickly mastering and working within the confines of similarly complex utility or regulatory programs.
Knowledgeable about residential construction, building science, or weatherization.
Demonstrated aptitude with software such as Microsoft Office, Excel and Salesforce. Comfortable finding and presenting data clearly and logically, working across software programs as needed.
Clear, effective, structured oral and written communications skills.
Calm, even temperament suited to meeting people with different needs and backgrounds where they are.
Adaptable, flexible, collaborative team player who brings a positive can-do attitude.
A self-starter, able to proactively manage competing demands and changing schedules to complete tasks in a timely and diligent manner.
Associate's degree or higher and/or comparable knowledge gained through relevant experience

Ideal candidates will bring all of the above, plus experience or skills in

Supervising and supporting teams
Working with a diverse range of customers and resolving or deescalating issues
Ability to speak Spanish or Portuguese to support customers whose native language is not English

Compensation and Benefits
This is a full-time, exempt position with total compensation targeted between $70K and $80K, depending on relevant skills and experience. The Operations Support Manager will work most of the time out of their own home, with some travel as needed to work with other staff in Abode's Concord office and/or to attend events or meetings. Abode offers its employees a competitive benefits package, including Medical, Dental, Vision, Life and Disability Insurance, a matching 401k, and fully paid Parental Leave. Employees have a flexible working schedule and generous paid time off (~37 paid days off, or ~15% of all weekdays).
To Apply
To apply, please visit www.AbodeEnergy.com/careers to submit a resume and cover letter. Applications will not be considered without a cover note clearly explaining why you would be a good fit for this position. We look forward to hearing from you!
Abode is focused on broadening opportunities for individuals from demographic groups that are historically underrepresented in the energy sector. We are committed to building an inclusive workplace culture where talented people of widely diverse backgrounds thrive. All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, veteran status or disability.

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