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.

• Supervise and support a team of Energy Advisors, including but limited to hiring, onboarding, time management, training, performance management, and professional development.
• Monitor daily operations to ensure service levels, call center KPIs, and quality standards are consistently met.
• Foster a culture of empathy, inclusion, responsiveness, and continuous improvement across the Energy Advisor function.
• Identify and recommending industry best practices and opportunities for process improvement.
• 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.
• Analyze data and customer feedback to identify opportunities to improve processes and service delivery.
• Manage team scheduling, workload distribution, and escalation processes to maintain efficiency and service coverage for a team that works across multiple time zones.
• Contribute to the development and maintenance of knowledge base content, scripts, and training materials.
• Lead or support projects that enhance the customer journey and operational effectiveness
• Ability to step in and support the Energy Advisor function when workload requires.
• Other duties as assigned.

• 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.