Senior Consultant – State and Local Government

Guidehouse • Chicago, IL

2d

About The Position

The Senior Consultant will lead consumer protection activities for state and local grant programs, translating program requirements into operational policies and procedures. The role manages the end-to-end application lifecycle and supports efficient processing and achievement of client-defined KPIs and performance metrics. It develops and maintains complaint-resolution procedures, escalation protocols, contractor requirements, customer disclosures, and related program documentation.

The Senior Consultant oversees the intake, investigation, escalation, resolution, and documentation of consumer complaints and issues. Working with contractor management, quality assurance, monitoring and compliance, customer service, technology, marketing, and program operations teams, the role identifies and mitigates consumer risks. It monitors program data and consumer protection metrics, analyzes complaints and feedback for trends and systemic risks, and develops corrective actions and program improvements. The position also supports fraud, waste, and abuse prevention; develops training, guidance, and consumer-facing materials; and provides reporting and recommendations to program leadership and state clients.

The role involves client meetings, workshops, interviews, and working sessions, as well as day-to-day guidance and first-level review for junior team members and subcontractors. It also supports project administration, including schedules, deliverable tracking, action-item management, and documentation. Travel may be required, up to 25%.

Requirements

• Bachelor's degree from an accredited college or university.
• At least 3 years of experience in consulting, government, energy, utilities, public policy, sustainability, infrastructure, data analytics, program operations, or a related field.
• Experience managing assigned workstreams, conducting analysis, and developing client-facing reports, presentations, or other deliverables.
• Strong analytical, written, verbal, and interpersonal communication skills.
• Ability to manage multiple priorities and work effectively in a collaborative consulting environment.
• Proficiency with Microsoft PowerPoint, Excel, Word, and Teams.
• Ability to travel as required.
• No sponsorship is available for this position.

Nice To Haves

• Experience supporting government agencies, public authorities, utilities, regulators, or mission-driven organizations.
• Experience supporting program implementation, PMOs, grants management, policy analysis, or business-development efforts.
• Graduate degree and/or relevant professional certification.

Responsibilities

• Lead consumer protection activities for state and local grant programs and translate program requirements into operational policies and procedures.
• Manage the end-to-end application lifecycle, supporting efficient processing and achievement of client-defined KPIs and performance metrics.
• Develop and maintain complaint-resolution procedures, escalation protocols, contractor requirements, customer disclosures, and related program documentation.
• Build productive working relationships with clients and colleagues through strong communication, preparation, and follow-through.
• Participate in client meetings, workshops, interviews, and working sessions; communicate effectively with stakeholders and escalate broader project issues as appropriate.
• Provide day-to-day guidance, mentoring, and first-level review for junior team members and subcontractors assigned to the workstream.
• Support project administration, including schedules, deliverable tracking, action-item management, and project documentation.
• Oversee the intake, investigation, escalation, resolution, and documentation of consumer complaints and issues.
• Partner with contractor management, quality assurance, monitoring and compliance, customer service, technology, marketing, and program operations teams to identify and mitigate consumer risks.
• Monitor consumer protection metrics and analyze complaints, customer feedback, inspections, and program data to identify trends and systemic risks.
• Develop corrective actions and program improvements in response to identified consumer protection issues.
• Support fraud, waste, and abuse prevention activities and escalation of potentially improper contractor or program activity.
• Develop training, guidance, and consumer-facing materials that communicate customer rights, program requirements, and available avenues for assistance.
• Provide consumer protection reporting and recommendations to program leadership and state clients.

Benefits

• Medical, prescription drug, dental, and vision insurance.
• Personal and family sick time and company-paid holidays.
• Position may be eligible for a discretionary variable incentive bonus.
• Parental leave and adoption assistance.
• 401(k) retirement plan.
• Basic life and supplemental life insurance.
• Health Savings Account and dental/vision and dependent care Flexible Spending Accounts.
• Short-term and long-term disability.
• Student Loan PayDown.
• Tuition reimbursement, personal development, and learning opportunities.
• Skills development and certifications.
• Employee referral program.
• Corporate-sponsored events and community outreach.
• Emergency back-up childcare program.
• Mobility stipend.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior