WHE - Operations Manager I

Talent Acquisition

1d•$73,000 - $83,000

About The Position

The Operations Manager manages day-to-day operations for components of the program portfolio or department under the direction of the program or department Manager. The role oversees staff and program performance, forecasting, metrics, and reporting, and establishes, executes, and reports on proactive quality assurance processes. It leads the Operations team and supports program delivery, customer service, payment reviews, application intake, scheduling, and operational improvement. The position also coordinates portfolio-wide resources, reporting, training, and events, and serves as a technical resource for developing systems and improving processes.

Requirements

Bachelor’s degree in Business, Finance, Engineering, or a related field from an accredited college or university.
Previous operations experience, including a thorough understanding of energy efficiency or demand response program operations and processes.
Ability to maintain confidentiality.
Ability to analyze financial data and prepare financial reports and statements.
Ability to analyze program performance data and reports.
Proficiency in data analysis and programmatic database management, ticketing, reporting, and dashboards.
Data-entry skills, including entering, tracking, maintaining, and querying databases.
Effective verbal and written communication skills, including communication with customers, clients, employees, and supervisors.
Ability to analyze and interpret data and solve practical program problems.
Knowledge of basic arithmetic and mathematical concepts including fractions, percentages, and ratios.
Proficiency in Microsoft Office, Word, PowerPoint, Excel, and Visio.
Ability to identify and resolve project, program, or application issues with customers, clients, trade allies, and internal stakeholders.
Commitment to personal, team, and programmatic goal attainment.
Commitment to diversity and inclusion.
Reliable transportation.
Valid driver’s license.
Willingness to travel more than 60%.

Nice To Haves

1–3 years of progressive team management experience, including managing and directing the work of direct reports and teams (preferred).

Responsibilities

Manage and lead Operations team members, including Operations Analysts, Field Operations Auditors, Project Specialists, and Project Coordinators.
Support the Operations team in meeting program and portfolio key performance indicators.
Support and deliver payment reviews, application intake, customer service calls, and team scheduling.
Forecast, track, invoice, and report on programs and projects.
Oversee weekly and monthly departmental and program reporting.
Identify process-improvement opportunities with program teams to improve customer and client satisfaction.
Work with internal functional and program teams on process and quality-assurance projects.
Maintain up-to-date documentation for contracts, statements of work, cost allocation agreements, and key performance indicators on SharePoint.
Support financial, legal, and budget tracking responsibilities related to portfolio program compliance.
Manage and track compliance requirements for portfolio contracts, addendums, proposals, and subcontracts.
Complete ad hoc projects and reporting for program teams and program, operations, and regional leadership.
Develop systems, processes, and process improvements for the portfolio as a technical resource or consultant.
Manage Operations team staffing, budgets, goals, and productivity; provide analysis, solutions, and recommendations to the Operations Manager and Regional Director.
Coordinate internal support team efforts across the portfolio, including reporting, meetings, leadership coordination, training, and events.
Coordinate resource sharing within and outside the portfolio.
Support portfolio, program, and business reporting needs for internal customers.