Job Description Summary

At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.

Additionally, you will enjoy:
• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time: giving back to our communities is important to us
• Employee Recognition Program – convert your recognition points into gift cards
• Employee Assistance Program – offers benefits to help you manage daily responsibilities
• Access to on-demand training courses to advance further in your career

Job Description

We are looking for a talented individual…​

​To join our team as an Operations Manager supporting our Residential NYSERDA program! The Operations Manager will manage a team that is responsible for performing various tasks relating to the direct support of customers and contractors participating in a low to moderate income energy efficiency program, via phone, messaging, and online meetings. Further, the Operations Manager acts as a model of customer service excellence to all organizational staff members with emphasis on building strong relationships with our team. They will manage the Help Desk coverage and staff training to ensure all KPI’s and SLA’s are met. Ensure proper workflow between help desk team members. Ensure all customer issues, incidents, and problems are raised within a ticketing system and reach resolution within client contractual timelines with a high level of satisfaction. Take charge of all major incidents: relaying incident information and ensuring high level of coordination and communication between the team and client. Acts as the escalation point for all issues raised at the help desk. Manage issue escalation to other internal teams to ensure resolution in a timely manner.​

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Here at CLEAResult, you will fit right in with our energetic team if you are resourceful, resilient, and kind. ​

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For this opportunity, you’re a great fit if you can… ​

Manage reporting and analytics team and provides oversight for staff responsible for tasks and processes including, but not limited to:

Understand of the strategic vision for the help desk and able to set the short and long-term direction of the team

An ability to promote the help desk and to advocate for necessary resources, support, and appreciation for the help desk

Knowledge and understanding of best practices for service management

Ensure that all processes used by the help desk are thoroughly documented, consistently audited, and regularly improved

Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in help desk operations

Conduct reporting and sharing results from service and operation performance reviews with program sponsor

Train, develop, influence, and lead a multi-disciplinary leadership team

 

In this exciting career opportunity, you will have…​​

Required:

5-8 years relevant (help desk/call center program support) experience

2+ years people management

Proficiency with MS Excel

Desire to develop an understanding of the home performance industry & HVAC industry

Preferred:

Bachelor’s Degree

BPI or other relevant technical certifications

 

Target Compensation:

$100,000

Compensation Range

$84,000.00 - $126,100.00

Currency

USD

Type

Salary

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Additional Job Description

Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees.  Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status.

The above job description and job requirements are not intended to be all inclusive.  CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.