Residential Programs Supervisor

The Residential Programs Supervisor plays a key leadership role in overseeing the residential energy efficiency and sales teams while directly managing program coordination functions, including rebates, loans, and customer participation in energy efficiency programs.  The ideal candidate is a collaborative leader, problem solver, and process optimizer who can align technical energy efficiency programs and sales efforts for maximum impact. This role requires strong organizational, customer service, and analytical skills, along with the ability to oversee team performance, process improvements, and regulatory compliance.

WHAT ARE THE DUTIES AND RESPONSIBILITIES FOR THIS POSITION?
Supervisory & Leadership Responsibilities

• Provide coaching, training, and ongoing support to help staff meet individual and team objectives.
• Develop strategies to drive residential sales, including new customer acquisition, service and installation work, and the promotion of heat pumps.
• Conduct regular team meetings to align staff with program goals, process improvements, and strategic initiatives.
• Oversee workload distribution, scheduling, and coordination of energy audits, sales efforts, and rebate programs.
• Serve as a point of escalation for customer concerns and assist in resolving complex issues.
• Collaborate with the Energy Services Program Lead to improve workflows, customer experience, and program alignment.

Program & Process Management 

• Supervise the management of residential energy efficiency and weatherization programs, including processes for eligibility determination, scheduling of energy audits, and guiding customers through rebate and loan processes.
• Provide oversight and ensure quality assurance for customer financing and rebate programs, ensuring applications are processed efficiently, contracts are properly executed, and funds are disbursed in a timely manner.
• Monitor coordination efforts with Efficiency Vermont and external partners to manage joint incentive programs and track participation.
• Oversee the maintenance of accurate records of program transactions, rebates, and customer interactions in DSMPro, Salesforce, and other internal tracking systems.
• Identify, recommend, and implement process improvements to enhance customer engagement and participation workflows, rebate processing, and reporting accuracy.

Customer Engagement & Support

• Ensure seamless customer interactions by overseeing intake processes, scheduling, and timely responses to inquiries.
• Act as a liaison between customers, auditors, sales representatives, and partner organizations, ensuring smooth program participation.
• Work closely with Residential Energy Auditors,Sales Representatives and Program Coordinator to ensure a smooth handoff between customer inquiries, energy audits, and program enrollment.
• Analyze customer feedback to implement continuous service and program improvements.

Collaboration & Reporting

• Work closely with the Energy Services Program Lead and Regulatory Manager to ensure timely and accurate reporting of residential program performance, financial reconciliations, and compliance data.
• Develop and maintain tracking tools and reports for efficiency program participation, sales metrics, energy savings and program spending.
• Provide data-driven insights and recommendations to leadership for program enhancements and emerging energy efficiency trends.
• Partner with the Marketing and Communications teams to develop strategies for increasing energy-efficiency program participation, customer awareness, and residential sales.

WHAT ARE THE REQUIRED SKILLS FOR THIS ROLE?

• Strong leadership and team management experience, with the ability to mentor, develop, and hold staff accountable.
• Expertise in residential energy efficiency, building science, HVAC systems, or energy efficiency programs is highly preferred.
• Project management and process optimization skills to improve program coordination and efficiency.
• Problem-solving ability with a focus on customer service, operational improvements, and compliance.
• Ability to analyze data, track program performance, and present findings to leadership.
• Excellent verbal and written communication skills, with the ability to engage internal and external stakeholders.
• Proficiency in Microsoft Office, Salesforce, Customer Information Systems or data management tools.
• Bachelor’s degree in business, energy management, environmental science, or a related field (or equivalent experience).
• 3-5 years of experience in program management, customer service, energy efficiency, or sales operations.
• Prior supervisory experience strongly preferred.
• Experience with residential energy efficiency programs, rebates, financing, and processes is a plus.

PHYSICAL DEMANDS/WORK CONDITIONS

• Frequently – Sit; work on computer; and use both hands for simple grasping.
• Occasionally - Walk; drive; bend; climb; squat; reach above shoulder level; twist; and use both hands for power grasping and object manipulation.
• Frequently lift up to 10 lbs. and occasionally lift between 10-50 lbs.
• Occasionally work outdoors.  Exposure to weather conditions including extreme cold; and to dust, fumes, gases, chemicals, etc. Walking on uneven ground; working at heights; and working in confined spaces. 

DIVERSITY & INCLUSION STATEMENT
We are committed to building a work community that is inclusive and represents a vibrant diversity of background, experience, perspective, and thought. Chances are, if you are considering applying for this position, you have transferable skills that will help you be successful in this role. Candidates across all markers of identity (age, race, gender, ability, communication style, etc.) are highly encouraged to apply, even if every skill requirement does not match perfectly, because we believe in continuous improvement and support our employees in achieving goals and objectives.

Salary Range: $85,000.00 To $102,000.00 Annually

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