[Remote] Program Manager, Customer Care Services

Note: The job is a remote job and is open to candidates in USA. ICF is a global advisory and technology services provider seeking a full-time program account manager within their Utility Programs and Services division. The role involves project management support across energy programs, focusing on delivering high-quality experiences to program participants and ensuring program goals are met.ResponsibilitiesMonitor and analyze project application pipeline as it impacts the Customer Care organizationManage activities, processes, and workforce requirements to meet or exceed program performance metrics, timely rebate payments, and to meet overall program goalsLead regular meetings and monthly business reviews with client team members, subcontractors, and key ICF managementOwn and actively manage the project financial forecast, including revenue, cost, and margin performance, ensuring alignment to annual financial targets and proactively identifying risks and opportunitiesDeliver monthly project financial updates, and workforce capacity to managementCoordinate monthly billing activities with project finance personnel to ensure accurate invoicingDirectly manage, mentor, and develop a team, including performance management, career development, and building a strong, engaged team cultureDevelop employees through company-sponsored training, and professional coaching to elevate their skills and position them for excellence within their roleIdentify and support training for team members and energy advisors by liaising between the energy technical experts, IT, marketing, quality control staff, and trainers where applicableEvaluation and monitoring of process quality to ensure client and customer expectations are consistently metActive 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 experienceDevelopment and presentation of weekly and periodic customer experience updates to internal team members as well as to client team membersSupport the ongoing maintenance of program policy and procedure documentation by documenting new processes, identifying and documenting process changes and by sharing updates with program stakeholders and team membersManage escalations which may involve root cause analysis and other written responses that will be presented to the client and project leadership for reviewSkillsBachelor's degree in Business Administration, Management, Environmental Science or related field5+ years of experience managing programs or projects with direct responsibility for financial performance, including budgeting, forecasting, and revenue/cost management3+ years of leadership experience managing and developing teams, including mentoring, performance management, and workforce planningMust be able to pass a background check and drug screeningExperience managing client relationshipsKnowledge of energy solutions and technologiesPrior project management experience within a team environmentExperience developing and managing a project budget and forecasting financial performanceAptitude with data manipulation and analysisSolid computer skills with Microsoft applications (Word, Excel, PowerPoint, others a plus)BenefitsFlexible workplace arrangements, work-life balanceDonation matching, volunteer opportunitiesTuition reimbursementAccess to professional development resources401k matchingEmployee Stock Purchase PlanBusiness-related travel expenses will be reimbursedCompany OverviewICF is a global consulting and technology services provider focused on making big things possible for our clients. It was founded in 1969, and is headquartered in Fairfax, Virginia, USA, with a workforce of 5001-10000 employees. Its website is https://www.icf.com.Company H1B SponsorshipICF has a track record of offering H1B sponsorships, with 1 in 2026, 29 in 2025, 31 in 2024, 35 in 2023, 29 in 2022, 31 in 2021, 38 in 2020. Please note that this does not guarantee sponsorship for this specific role.