Job Function: Administration Clerical
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Lansing, Michigan, United States (on-site)
7 days ago
Atlanta, Georgia, United States (on-site)
17 days ago
Lansing, Michigan, United States
7 days ago
Job Type
Job Function
Administration / Clerical


Continuous Improvement Manager
Utility Programs and Services

Location: Michigan or Central US State (Remote - Home office with expected regional office travel)

Are you ready to make a difference?

ICF currently seeks a Continuous Improvement Manager to work within our Utility Programs and Services division with a focus on the customer-facing work. This position provides project management support across residential and commercial energy programs with a specific focus on evaluating customer-facing processes, and implementing process improvements that drive a high-quality experience to program participants. This role involves direct interaction and coordination across local energy efficiency program implementation teams, the customer facing teams, and client representatives to ensure program goals and client expectations are met or exceeded. This position is based in the central region of the US with a preference in the upper Mid-West area. The position location is hybrid allowing work from a local ICF office, or from home assuming the candidate has a stable high-speed internet service and a suitable work environment. The Improvement Manager is expected to travel at minimum, 4 times a year to key ICF program offices located within the central region of the US. Business-related travel expenses will be reimbursed.

Why you will love working here:
  • Quality of life: Flexible workplace arrangements, work-life balance
  • Investment of the community: Donation matching, volunteer opportunities
  • Investment in you: Tuition reimbursement, access to professional development resources, 401k matching, Employee Stock Purchase Plan
  • And many, many more (Ask your recruiter for more details!)

What you will be doing:
  • Evaluate program processes, productivity, quality, and systems to maximize the customer experience, application processing performance metrics, timely rebate payments, and overall program goals.
  • Lead regular meetings and monthly business reviews with key ICF management and client leaders where appropriate.
  • Evaluate the monthly project financial forecast to ensure the project is within budget and tracking to plan. Promptly report unfavorable variances to senior managers.
  • Manage and lead a small team of employees dedicated to project deliverables.
  • Develop employees through company-sponsored training, and peer and professional coaching to elevate their skills and position them for excellence within their role.
  • Support training for team members and energy advisors by liaising between the energy technical experts, quality control staff, and trainers where applicable.
  • Evaluation and monitoring of process quality to ensure client and customer expectations are consistently met.
  • Work with regional leaders to evaluate employee quality feedback and coaching and to share action-oriented steps to elevate improvements.
  • Identify process improvements with a focus on continuous quality enhancements. Develop process documentation where necessary to accompany process improvements.
  • Active participation as part of a broader energy efficiency implementation team, to collaborate on program changes and new client requirements that have an impact on the customer experience.
  • Must have a reliable vehicle for local and regional travel. Requirements are between 5% to 15% of the time. (reimbursement for mileage provided)

What we need you to have (minimum qualifications):
  • Master's degree (or applicants can substitute one year of related experience for one year of education)
  • Bachelor's degree (or applicants can substitute one year of related experience for one year of education)
  • 2+ years of experience managing and developing direct employees.
  • 2+ years relevant experience supporting project deliverables and client activities.

What we would like you to have:
  • Experience promoting process improvements across the workforce, systems, and processes.
  • Prior project management experience within a team environment.
  • Aptitude with data manipulation and analysis.
  • Solid computer skills with Microsoft applications (Word, Excel, PowerPoint, others a plus).
  • Knowledge of energy solutions and technologies.

Professional Skills:
  • Excellent verbal and writing skills.
  • Experience crafting process flow diagrams and drafting process narratives.
  • Ability to communicate effectively with client representatives, management, and other project team members.
  • Team player with the ability to work in a fast-paced environment and respond effectively to changing priorities.
  • Ability to manage, motivate, and develop a team of employees to focus on quality-oriented deliverables.
  • Ability to work within a matrixed team environment and manage through influence.
  • Problem solving skills with the ability to analyze situations, identify existing or potential problems and recommend solutions.
  • Ability to be self-directed and to take initiative to drive activities that advances program continuous improvement.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:
$71,958.00 - $122,328.00

Michigan Remote Office (MI99)

Job ID: 73778004

ICF is a global advisory and digital services provider with 8,000 professionals in industries across the public and private sectors. What sets us apart from other consulting companies is the passion of our employees. Our work is the catalyst to shape the future. Beyond our purpose-driven work, we invest in our employee experience, ensuring access to exceptional benefits, inclusive business practices, and networking opportunities. Forbes recently recognized us as one of America’s Best Employers for Diversity, and our company ...

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