ICF · 2 weeks ago
Program Manager, Customer Care Services
Lansing, MI
Full-time
Hybrid
Mid, Senior Level
$98K/yr - $167K/yr
5+ years expICF is a global advisory and technology services provider, and they are seeking a Program Manager for Customer Care Services to support their Utility Programs and Services division. This role involves managing project activities to ensure high-quality experiences for program participants while coordinating with various teams and stakeholders.
ConsultingInformation TechnologyProfessional Services
Responsibilities
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
Monitor and maintain the monthly project financial forecast to ensure the project is within budget and tracking to the annual project revenue/cost plan. Promptly report unfavorable variances to senior managers
Deliver monthly project financial updates, and workforce capacity to management
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
Qualification
Required
Bachelor's degree in Business Administration, Management, Environmental Science or related field
5+ years of experience in managing projects and client facing activities including project deliverables, financial forecasts and budgets or related work experience
3+ years of demonstrated leadership experience managing and developing teams
Must be able to pass a background check and drug screening
Preferred
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)
Excellent verbal and writing skills
Ability to communicate effectively with client representatives, management, and other project team members
Team player with the ability to work in a fast-paced environment and respond effectively to changing priorities
Ability to manage, motivate, and develop a team of employees
Ability to work within a matrixed team environment and manage through influence
Problem solving skills with the ability to analyze situations, identify existing or potential problems and recommend solutions
Ability to be self-directed and to take initiative to drive activities that advance program continuous improvement
Benefits
Flexible workplace arrangements, work-life balance
Donation matching, volunteer opportunities
Tuition reimbursement
Access to professional development resources
401k matching
Employee Stock Purchase Plan
Company
ICF
ICF is a global consulting and technology services provider focused on making big things possible for our clients.
5001-10000 employees
H1B Sponsorship
ICF has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (29)
2024 (31)
2023 (35)
2022 (29)
2021 (31)
2020 (38)
Funding
Current Stage
Public CompanyTotal Funding
$59MKey Investors
New York State Department of TransportationU.S. Environmental Protection Agency
2023-02-13Grant· $29M
2021-03-15Grant· $30M
2006-09-28IPO
Leadership Team
John Wasson
Chairman, President and Chief Executive Officer
James Morgan
Chief Operating Officer and EVP
Recent News
2025-12-15
2025-12-08
Company data provided by crunchbase