Deliver business value through Right and Fast partnership
Honeywell Smart Energy is seeking a full-time program operations manager to join our residential energy efficiency team in Honolulu, HI and be an integral part in helping Hawai‘i residents make smart energy choices. The primary role will be to manage the operational aspects of the residential energy efficiency program. You will serve as liaison between program management, IT support teams, and the customer service team. You will drive production goals and develop resolutions to meet productivity, quality, and customer satisfaction objectives.
Duties and Responsibilities:
Supervise customer service representatives (energy advisors), ranging from 5-7 team members. Includes hiring, training and development.
Manage and coordinate all daily activities of the residential programs for our energy efficiency teams.
Review and enhance current processes to ensure a streamlined program delivery for rebate processing and custom incentive programs
Create training/cross-training and development plans for customer service representatives and program coordinators.
Communicate and provide guidance on program protocols to participating contractors, retailers and vendors to ensure customer service and quality assurance standards are achieved.
Manage program reporting updates, deliverables, communications and escalations with our internal and external clients.
Identify and resolve program-related issues, change of scope, and deliverables acceptance. Track initiatives including client reporting on a weekly and monthly cadence.
Work collaboratively with other functions to ensure data related issues are resolved and objectives are met.
Participate in weekly management meetings to develop a thorough understanding of business processes to further enhance supporting program delivery and development.
Bachelor’s degree or equivalent work experience.
2 + years call center supervisory/management experience.
2 + years of experience with Salesforce or other CRM/work order management systems
3 + years of experience working with Microsoft Excel and a demonstrable experience with data analysis and data presentation.
1+ year of experience managing the fiscal and budgetary aspects of programs and/or projects.
Proven track record of developing and delivery of client presentations.
Experience with energy efficiency rebate and incentive programs.
Experience working with retailers and direct customer service.
Strong organization skills and a proven track record personnel development.
Be a proven leader with great communication skills.
Able to manage multiple priorities and deadlines.
Detail oriented to ensure accurate and timely reporting.
Self-motivated to ensure quality throughout all stages of program implementation
A broad knowledge of principles and best practices in customer service
Excellent team and communication skills
An ability to take initiative and work with limited direction
An ability to manage at the operational level
Experience in a data and financial analysis
Location:220 S King St, Suites 1460 1465 1470 Central, Honolulu, HI 96813 USA
Performance Materials and Tech
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.