Manager, Customer Experience - Remote Eligible

Manager, Customer Experience (Operations Support)

The Manager, Customer Experience (Operations Support) plays a critical role in ensuring a high-quality, mission-aligned customer experience across VEIC's programs and services. This position is responsible for the day-to-day leadership of the Energy Advisor team, ensuring they are empowered, well-trained, and delivering service excellence. The role combines hands-on operational oversight with team coaching and cross-functional collaboration to continuously improve customer satisfaction and efficiency.

Location: This is a remote or hybrid position, and the ideal candidate will be located in the states where VEIC conducts business: CT, DC, DE, IL, MA, MD, ME, MI, MT, NJ, NY, PA, OH, RI, VA, VT, AND WI. Please note that while we welcome applicants from many areas, we do not currently hire in the following parts of New York: Manhattan, Brooklyn, Bronx, Queens, and Staten Island. We encourage candidates from other parts of New York to apply and become part of our team!

Compensation: At VEIC, we are committed to pay transparency. The starting pay range for this position will be between $75,000 - $85,000. Based on market data, pay may vary depending on job-related knowledge, skills, education, experience, and location. Please discuss your intended work location with the recruiter for more information. The total compensation package for this position also includes a full range of medical benefits, 403(b) eligibility with match, Combined Time Off (CTO), Care and Concern leave, Parental leave, wellbeing benefit, a community service day, and eight paid holidays that are effective as of your first day of employment.

Inclusive Workplace: We are committed to building a work community that is inclusive and welcoming to all individuals. We value a culture that includes a variety of backgrounds, experiences, perspectives, and thoughts. Climate change impacts all of us; however, we are impacted differently based on our identities and experiences. We all deserve a place at the table to make decisions about our collective future – we hope you'll consider joining us as we work towards our vision for a healthy planet, thriving people, and energy justice.

Candidates across all markers of identity (age, race, gender, ability, veteran status, communication style, etc.) are highly encouraged to apply.

Responsibilities

1. Supervise and support a team of Energy Advisors, including but limited to hiring, onboarding, time management, training, performance management, and professional development.
2. Monitor daily operations to ensure service levels, call center KPIs, and quality standards are consistently met.
3. Foster a culture of empathy, inclusion, responsiveness, and continuous improvement across the Energy Advisor function.
4. Identify and recommend industry best practices and opportunities for process improvement.
5. Collaborate with internal stakeholders (e.g., Program Managers, Engineering, IT, Marketing) to identify customer trends, escalate concerns, and implement solutions, in coordination with the Senior Manager, Operations Support.
6. Analyze data and customer feedback to identify opportunities to improve processes and service delivery.
7. Manage team scheduling, workload distribution, and escalation processes to maintain efficiency and service coverage for a team that works across multiple time zones.
8. Contribute to the development and maintenance of knowledge base content, scripts, and training materials.
9. Lead or support projects that enhance the customer journey and operational effectiveness.
10. Ability to step in and support the Energy Advisor function when workload requires.
11. Other duties as assigned.

Qualifications

• Strong personal commitment to the mission, vision, goals and values of VEIC.
• Bachelor's degree and 8+ years in customer service or contact center environments with 2+ years of leadership experience or equivalent combination of education and experience.
• General knowledge in Clean Energy or Energy Efficiency industries, highly preferred.
• Strong communication, interpersonal, and conflict-resolution skills.
• Demonstrated ability to manage performance, coach staff, and foster a positive team culture.
• Experience with CRM platforms, customer service tools, and reporting dashboards.
• Demonstrated proficiency in Microsoft Office, including Excel (formulas, sorting/filtering), Word (document formatting), PowerPoint (slide creation), and Outlook (calendar/email management).
• All positions at VEIC are subject to criminal background checks. This screening is conducted in compliance with applicable laws and is a standard part of our hiring process to ensure the safety and security of our employees, clients, and contractual obligations.