Program Manager - Heat Pump Assistance
About The Position
The Hopelink Heat Pump Program Manager oversees the operations of our heat pump program, including: vendor and funder relations, program design and launch of a new service model, outreach strategy development, and staff supervision. Hopelink’s heat pump program works under our Energy Program to provide full cost installation of heat pumps with case management throughout the process to help low-income homeowners transition from fossil fuel heating to high-efficiency electric systems. This role will work closely with Energy Program Senior Manager to oversee operations of an existing partnership with a collaborative of Eastside cities providing funding, called Energy Smart Eastside, as well as design and implement a new, internally managed Residential Heat-Pump initiative funded by PSE’s CCA Decarbonization Grant, seeking residents primarily throughout the Snoqualmie Valley. This role is responsible for coordinating service delivery among 2-3 specialists, ensuring high-quality, equitable, and client-centered experiences, and maintaining strong partner relations including funders and contractors. The Heat Pump Program Manager will ensure compliance with complex program requirements and oversee contractor coordination and installation process. This position requires strong ownership, independent problem-solving, and the ability to navigate complex program specifications while meeting reporting and compliance expectations. The ideal candidate demonstrates sound judgement, accountability and professionalism, along with excellent communication skills and the ability to manage competing priorities. They must be able to remain calm under pressure, de-escalate challenging situations, and independently navigate complex situations while representing the program effectively with both internal and external stakeholders. This role is responsible for building and operationalizing a new program, ensuring high quality service delivery, and equitable, client centered experience.
Requirements
- Ability to travel among Hopelink service centers frequently and on short notice.
- Experience with Word, Excel, Outlook, Access or other database management systems.
- Commitment to equitable and client-centered customer service.
- Exceptional verbal and written communication with the ability to communicate professionally and effectively while remaining neutral with clients, vendors, other employees, partners, funders, and outside agencies using tact, courtesy, and good judgment.
- Strong planning, organizational, program design and project management skills.
- Experienced with compliance and reporting.
- Ability to exercise independent judgment, accountability, and effective decision-making skills to accomplish goals and creatively problem-solve issues.
- Interest/knowledge in decarbonization and environmental sustainability is a bonus, but not required; training will be provided in all areas of compliance, some key concepts of decarbonization, environmental sustainability, energy efficiency, and all other residential heat pump installation details.
- Experienced in community outreach and partner relations.
- Previous people management experience and at least 2 years’ experience in high volume social services programs or equivalent combination of education and related experience such as a bachelor’s degree in social services, business, or public administration, or related field, preferred.
Nice To Haves
- Interest/knowledge in decarbonization and environmental sustainability is a bonus, but not required; training will be provided in all areas of compliance, some key concepts of decarbonization, environmental sustainability, energy efficiency, and all other residential heat pump installation details.
Responsibilities
- Oversee day-to-day service delivery, ensuring timely progression from application through installation
- Manage participant pipeline, including application flow and quarterly waitlist prioritization based on eligibility, geographic focus, and funding availability
- Ensure compliance with program guidelines, energy efficiency standards, and funding requirements
- Develop and implement processes that ensure delivery of wraparound services, including connecting households to additional energy assistance resources
- Supervise, train, and support program staff delivering direct services
- Assign and prioritize work, set performance expectations, and evaluate staff performance
- Provide coaching and guidance to ensure consistent, high-quality case management and customer experience
- Lead the development and launch of a residential heat pump installation program aligned with organizational and funder requirements
- Design and implement program policies, workflows, and systems to support efficient and equitable service delivery
- Develop comprehensive outreach strategy to ensure equitable access to target population
- Develop and manage application and intake processes
- Evaluate program effectiveness and implement improvements to strengthen outcomes and impact
Benefits
- Up to 10 paid vacation and sick days annually and 10 paid holidays,
- Plus up to 7 paid float days available to use immediately; dependent on hire date and hours/week
- Medical, Dental, and Vision benefits after 1 month waiting period
- Flexible Spending Accounts
- 401k with Employer Match
- Life, Disability & Accident coverage
- Wellness Program
- Employee Resource Groups
- Employee Assistance Program
- Employee Discount Opportunities
- Training Classes
- Internal Career Opportunities
- Professional Development
- Leadership Development
- Career Path Coaching
- Annual Performance Reviews with Merit Increase Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
