Energy Efficiency & Demand Response Program Manager (Commercial or Residential)

JOB SUMMARY

The Energy Efficiency / Demand Response Program Manager is responsible for leading one or more energy solution(s), program(s), or initiative(s) by collaborating with internal and external teams to meet annual regulatory kWh savings targets within budget while ensuring compliance with approved program implementation plans, regulatory requirements, internal controls, evaluation standards, and customer experience objectives. The position requires detailed knowledge of regulated customer programs, collaboration, contract management, budgeting, leadership of external vendors, the ability to plan strategically within a regulated framework, and the ability to effectively prioritize and execute on multiple simultaneous priorities.

MAJOR JOB RESPONSIBILITIES

• Management of at least one energy solution program or initiative to with accountability for participation, energy savings performance, customer satisfaction, program compliance, and achievement of regulatory targets within approved budgets.
• Maintain the highest level of customer satisfaction through problem-solving, ethical decision making, and continuous improvement.
• Assist with vendor contract development, onboard vendors when needed, establish infrastructure to support the program, monitor vendor performance, enforce contractual requirements, and implement a strategic business plan to achieve objectives and goals.
• Effectively manage an external team and establish an engaging work environment by creatively motivating others to achieve desired goals and collaborate internally (including Marketing, Evaluation, Regulatory, Data Analytics, Customer Care, Legal, Supply Chain) and externally among a multi-disciplinary team for effective data tracking, reporting, and marketing.
• Assess and mitigate risk by establishing and managing quality assurance and verification strategies, ensuring implementer vendors are held accountable to perform in accordance with contracts and in compliance with filed energy efficiency program implementation plans and other regulatory, internal and process requirements.
• Develop, track, and communicate key performance indicators, forecasts, participation trends, budget impacts, and operational risks to management and cross-functional stakeholders.
• Assist with program design and evaluation efforts by engaging with the Southern Company Design and Evaluation team to provide valuable feedback and drive success.
• Leverage relationships with external organizations (trade associations, community agencies, non-profits, local stakeholders, etc.) to educate about energy efficiency opportunities, empower the external organization to become a program ambassador, and drive program participation.
• Manage program performance by proactively monitoring participation, savings, budget, customer experience, vendor delivery, and risk indicators; identify gaps early and implement corrective action plans to keep the program on track to meet annual goals.
• Lead regular performance reviews with implementation vendor partners, using data, contract requirements, and program goals to drive accountability, resolve barriers, and improve outcomes.
• Proactively identify opportunities to improve program design, delivery workflows, customer participation, contractor/vendor performance, reporting accuracy, and cost-effectiveness.
• Lead issue resolution for escalated customer, contractor, vendor, or stakeholder concerns while balancing customer satisfaction, regulatory compliance, and prudent program administration.
• Support regulatory filings, data requests, audits, EM&V activities, and stakeholder inquiries by providing accurate program information, performance narratives, supporting documentation and operational context.

JOB REQUIREMENTS

Education & Experience

Minimum:

• 4-year accredited degree preferred with additional consideration given for advanced degrees and/or relevant industry certifications, such as CDSM, BPI BA-T or BA-P, HERS Rater, REA, CEA, or CEM, etc.
• Strong project and/or program management skills including strategic planning, budgeting, forecasting, the ability to develop and implement effective workflow and quality assurance / quality control processes.
• Demonstrated experience leading or influencing across multiple organizations to achieve effective outcomes, regardless of the reporting relationship.

• Knowledge of or experience with regulated energy efficiency or demand response programs and direct customer or contractor interaction.

Preferred:

• Experience supporting regulatory filings, evaluations (EM&V), or Public Service Commission-related activities.
• Experience reviewing and editing scopes of work and maintaining service level agreements through a working relationship with a third-party, preferred.
• Working knowledge of quality assurance, compliance monitoring, audit readiness practices, and continuous improvement methodologies

Knowledge & Skills

Minimum:

• Ability to work in a rapidly changing environment across multiple teams, with experience prioritizing time-sensitive projects and producing quality results while maintaining focus on performance, compliance, and customer experience.
• Excellent communication skills (written, verbal, and visual/graphical) with the ability to prepare concise leadership updates, regulatory-facing narratives, vendor communications, and issue-resolution documentation and can effectively present to internal peers, leadership, and external partners.
• Ability to be strategic and creative to improve processes and a proven track record of demonstrating critical thinking and problem-solving around complex issues.
• Demonstrated ability to analyze program data, identify trends or risks, assess root causes, and translate insights into practical action plans.
• Working knowledge of energy efficiency and/or demand response program operations, including customer participation, contractor networks, incentive processing, quality assurance, reporting, and evaluation considerations.
• Proficiency in Microsoft 365 Suite of applications including Outlook, Excel, Teams, PowerPoint, and Copilot.

Preferred:

• Strong financial acumen, including budgeting, forecasting, invoice review, accruals, cost-effectiveness awareness, and ability to manage program spend within approved budgets.
• Strong vendor management skills, including the ability to set expectations, review performance, enforce contract requirements, document concerns, and drive accountability.
• Ability to lead difficult conversations with implementation partners, contractors, internal stakeholders, or leadership in a professional, fact-based, and solution-oriented manner.

Behavioral Attributes

• Role model of Our Values and Safety Excellence
• Seen as a trusted individual due to depth of expertise and knowledge, confidence, decision making ability, consistency, honesty, and integrity.
• Self-directed and resilient, with the ability to take initiative, work effectively both independently and in a team environment, remain focused in a fast-paced and regulated environment, and proactively identify opportunities to improve program effectiveness, operational efficiency, customer experience, and vendor performance.
• Results-oriented and goal-driven, with a strong commitment to meeting or exceeding program targets while maintaining compliance, customer satisfaction, and fiscal responsibility.
• Demonstrates sound judgment, professionalism, and emotional intelligence when managing conflict, performance concerns, customer issues, or vendor accountability discussions.

• Ability to build effective partnerships inside Customer Experience, across functional boundaries, and externally able to motivate and influence others without positional leadership.