Senior Program Manager - EE Residential

PPL Corporation•Johnston, RI

About The Position

The Senior Program Manager is responsible for implementing Rhode Island Energy’s residential energy efficiency programs across multiple product and construction categories. The position ensures high-quality program delivery, vendor performance, compliance with policies and procedures, and effective customer support. It serves as a day-to-day operational expert for rebate processing, program guidelines, process improvements, and vendor oversight, supporting the company’s energy efficiency goals through accurate, consistent, customer-focused implementation. The role oversees assigned programs such as consumer products and appliances, appliance recycling, electric heat pumps and heat pump water heaters, gas heating and water heating equipment, new construction and renovation programs, and codes and standards. It coordinates with rebate processing teams and Marketing, manages vendors and contracts, reviews invoices for quality and compliance, improves program processes, supports customers and stakeholders, trains team members, and assists with data, reporting, and compliance.

Requirements

Bachelor’s degree in Business, Marketing, Economics, Accounting, Engineering, Urban Planning, Sustainability, or an equivalent field.
At least 7 years of successful experience managing consumer programs in multiple markets is desired.
Strong understanding of residential energy efficiency technologies, including heat pumps, water heating, HVAC, appliances, and construction practices.
Experience with vendor oversight, invoice QA/QC, and program implementation.
Ability to interpret program rules, incentives, and operational procedures.
Excellent organizational, communication, and customer-support skills.
Ability to identify process improvement opportunities and implement solutions within the scope of the role.
Knowledge of data security, customer confidentiality standards, and compliance requirements.
Demonstrated ability to use Microsoft Office Suite, including Excel, Word, and PowerPoint, and to learn applications such as Salesforce and SAP.
Strong analytical, communication, and writing skills.
Ability to adapt and tailor approaches to a wide variety of audiences.
Strong budget management skills.
Strong collaboration skills.
Attention to detail.

Nice To Haves

An advanced degree is preferred.
Experience in energy efficiency program management.
Understanding of industrial, commercial, and/or residential building energy structures, including how energy is used within those structures.
Understanding of regulatory and environmental policy.
CEM certification is desired.

Responsibilities

Oversee the delivery and performance of assigned Rhode Island Energy residential energy efficiency programs.
Ensure programs align with current policies, procedures, incentive structures, and regulatory requirements.
Coordinate end-to-end implementation of incentive offerings with rebate processing teams.
Maintain knowledge of program guidelines and communicate updates to the Energy Efficiency Execution team.
Coordinate with Marketing on strategy execution, including marketing materials, annual plans, events, and collateral for target markets and channels.
Manage program vendors’ day-to-day activities and ensure timely service delivery and compliance with contractual obligations.
Monitor vendor performance using KPIs, quality checks, and service requirements.
Ensure vendors securely and confidentially handle customer data in accordance with company and regulatory standards.
Support development and execution of requests for proposals for program delivery, rebate processing, or other implementation needs.
Review invoices for accuracy, completeness, and alignment with program rules.
Identify errors and trends in vendor submissions and work with vendors to correct issues and prevent recurrence.
Maintain documentation and audit-ready records of QA/QC activities.
Develop and refine processes for downstream, midstream, and upstream program channels in conjunction with the Evaluation & Policy Strategy Lead.
Collaborate with internal and external partners to streamline workflows, reduce processing delays, and improve customer and vendor experiences.
Implement process improvements in line with changing energy efficiency program requirements.
Serve as the primary contact for escalated customer inquiries, invoice or data issues, and program guideline interpretations.
Resolve customer and contractor concerns accurately and promptly, and support homeowners, trade allies, and vendors in understanding program processes and eligibility.
Serve as a subject matter expert on program rules, customer requirements, technologies, and operational procedures.
Lead onboarding and training for new team members on workflows, documentation, and customer support.
Keep the Energy Efficiency Execution team informed about program updates, operational changes, and implementation requirements.
Guide vendors and internal partners on data requirements, documentation standards, and reporting needs.
Support collection and verification of program data for internal controls and regulatory compliance.
Work with internal teams to ensure accurate reporting of program activity, performance metrics, and cost tracking.
Stay current with relevant industry practices, trends, and legislation.
Travel as required.