Director of Customer Engagement Programs- Apply: bit.ly/4dDNYVI

$82,136 - $82,136/Yr

All In Energy - Lawrence, MA

Full-time - Mid Level

Remote - Lawrence, MA

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Director of Customer Engagement Programs at All In Energy is responsible for overseeing the design, implementation, and evaluation of customer-facing programs aimed at helping priority populations access energy efficiency and clean energy programs. This role involves managing a diverse team, fostering partnerships, and ensuring excellent client service while advancing racial and economic justice in the clean energy sector.

Responsibilities

• Oversee the design, implementation, and evaluation of customer-facing programs for priority populations.
• Ensure programs meet goals and deliver excellent client service and customer experience.
• Develop and refine program strategies to increase participation in energy programs and services.
• Provide strategic direction and oversight for a team of 10 field and phone staff.
• Coach and provide professional development opportunities for team members.
• Establish and maintain relationships with energy efficiency companies, community organizations, and other stakeholders.
• Monitor and evaluate program effectiveness using data-driven insights.
• Prepare and submit regular reports on program progress and outcomes to stakeholders and funders.
• Lead recruitment efforts to attract diverse candidates from environmental justice communities.

Requirements

• 5+ years of experience in program and/or staff management or a related field.
• 3+ years experience managing a call center and/or field marketing team focused on client case management, outreach, sales, fundraising, or education campaigns.
• Proven leadership and team management skills.
• Experience working with diverse populations, particularly in low-to-moderate income or majority-minority communities.
• Strong project management skills, with the ability to lead multiple initiatives simultaneously.
• Excellent communication and interpersonal skills.

Nice-to-haves

• Knowledge of the Massachusetts clean energy sector and energy efficiency programs.
• Experience in designing and implementing customer engagement programs.
• Experience with recruitment and talent development.
• Bilingual in English and other languages spoken in the communities served.

Benefits

• 40-hour work week with an annual salary of $82,136.
• Flexible work arrangements and relaxed dress code.
• Generous paid time off.
• Health, dental, and vision insurance.
• Retirement plan and business travel reimbursement.
• Stipends for workspace ergonomics furniture, professional development, remote work, and wellness.
• Technology access with the option to purchase upon departure.