WHE - Operations Manager II

Talent Acquisition

1d•$93,000 - $103,000

About The Position

The Operations Manager II 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 team and program performance, forecasting, metrics, reporting, and proactive quality assurance processes. It leads an operations team, supports program delivery and customer service, coordinates portfolio resources and internal support, and develops operational systems and process improvements. The position also manages staffing, budgets, productivity, compliance tracking, and financial and performance reporting. Travel of more than 60% is expected.

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 for entering, tracking, maintaining, and querying databases.
Effective verbal and written communication skills.
Ability to communicate effectively with customers, clients, employees, and supervisors.
Ability to analyze and interpret data and solve practical program problems.
Basic arithmetic skills and knowledge of mathematical concepts such as fractions, percentages, and ratios.
Proficiency in Microsoft Office, including 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 program goal attainment.
Commitment to diversity and inclusion.
Reliable transportation.
Valid driver’s license.
Willingness to travel more than 60%.

Nice To Haves

Three or more years of progressive team management experience, including managing and directing the work of direct reports and teams (preferred).

Responsibilities

Manage and lead 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 operations team scheduling.
Forecast, track, invoice, and report on programs and projects.
Oversee weekly and monthly departmental and program reporting.
Work with program teams to identify process improvements that improve customer and client satisfaction.
Work with internal functional teams and program teams on process and quality assurance projects.
Ensure documentation for contracts, statements of work, cost allocation agreements, and KPIs is current and available 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 programs and relevant managers and directors.
Serve as a technical resource or consultant to develop portfolio systems, processes, and process improvements.
Manage operations team staffing, budgets, goals, and productivity, and provide analysis, solutions, and recommendations to the Operations Manager and Regional Director.
Coordinate internal support efforts across the portfolio, including reporting, meetings, leadership coordination, training, and events.
Coordinate resource sharing within and outside the portfolio.
Work with internal customers to support reporting needs for the portfolio, programs, and business.
Establish, execute, and report on proactive quality assurance processes.