EnergyCAP · 2 hours ago
Manager of Service Delivery, Workflows
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $130K/yr
3+ years expEnergyCAP, LLC is an industry-leading and award-winning software company focused on energy and sustainability management. The Manager of Service Delivery (Workflows) will lead a team to stabilize and improve billing workflows, ensuring predictable delivery and performance across internal teams and BPO-supported services.
Energy ManagementSoftware
No H1B
Responsibilities
Own Bill Retrieval and Bill Review workflows end to end, defining inputs, outputs, handoffs, and accountability across internal teams and BPO partners
Establish and maintain clear standards of work by documenting workflows, standard units of work, and operating procedures
Plan and manage delivery capacity and prioritization to meet demand across complex, high-volume billing workflows with minimal backlog and rework
Monitor and manage delivery performance through metrics, reviews, and operational reporting to ensure commitments are predictable and met
Lead team performance and accountability, including goal setting, coaching, feedback, and formal performance improvement plans when needed
Partner closely with BPO leaders to manage day-to-day execution, performance expectations, issue resolution, and shared accountability models
Lead rollout and adoption of process changes across internal teams and BPO partners, including communication, training coordination, and adherence tracking
Drive continuous improvement initiatives through process analysis, efficiency efforts, and sustained change adoption
Serve as an escalation owner for billing-related delivery issues, ensuring clear communication and timely resolution aligned with stakeholders
Stand up and stabilize billing workflows, including defining operating models, success metrics, and escalation paths
Implement standard units of work and time-and-motion studies to improve predictability and throughput
Lead efficiency and capacity optimization initiatives without increasing headcount
Design and roll out service delivery operating rhythms and performance frameworks
Support organizational change initiatives by translating strategy into executable delivery plans
Ensure long-term workflow maturity, sustaining improvements rather than delivering one-time fixes
Qualification
Required
3–4+ years of experience leading service delivery, operations, or managed services teams in a complex, high-volume environment (SaaS preferred)
Direct experience owning and managing end-to-end operational workflows as the accountable owner, not just a contributor
Experience managing recurring, contracted service delivery work tied to assigned customers
Hands-on experience working with BPO or outsourced service partners, including shared accountability and performance management
Demonstrated ownership of people performance, including coaching, corrective action, and formal improvement plans
Experience operating in fast-paced, ambiguous environments with competing priorities and incomplete information
Strong operational and people management skills, including capacity planning, prioritization, and delivery against defined outcomes
Ability to design and manage complex, multi-party workflows spanning internal teams, BPO partners, and downstream dependencies
Process improvement expertise using structured methodologies such as Lean, Six Sigma, ITIL, or similar
Ability to partner cross-functionally and externally to drive consistent execution and adoption
Preferred
Understanding of billing-related workflows, including bill retrieval, bill review, exception handling, and escalation management (preferred)
Bachelor's degree preferred (equivalent experience considered)
Nice to have: Lean Six Sigma Green Belt, PMP, ITIL Foundation (or higher)
Benefits
100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your family
Company-paid Life & LTD Insurance for peace of mind
Adoption Grants and paid leave to support your growing family
Wellness program offerings designed to strengthen your physical and mental health and overall well-being
401(k) with a 3% company match—helping you plan confidently for the future
Monthly Connectivity Stipend so you can work seamlessly from anywhere
Emergenetics Development Program to help you understand and leverage your strengths
Tuition Assistance to fuel your continued learning and career growth
Flexible Time Off so you can recharge and enjoy life outside of work
A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices
Charitable contributions & matched giving to amplify your impact
Paid community service hours—because giving back matters
Company
EnergyCAP
SaaS platform to track, audit, and optimize utility bills and energy data
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-03-17Acquired
Leadership Team
Adam Hegedus
Senior Director, IT and Security
Recent News
Company data provided by crunchbase