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Program Manager, Flex Operations
UplightUnited States, United Statesfull_timeVerifiedPosted 20 May 2025
💰 $104,000/yr($85,000/yr – $104,000/yr)
About the role
The Position Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.We are seeking a Program Manager to join our team and help us achieve our ambitious goals for our business and for the planet.How you will make an impact:The Program Manager is a seasoned professional responsible for managing complex program objectives with significant organizational impact. This role requires deep expertise in the field, the ability to work independently with minimal supervision, and strong leadership in cross-functional settings. The Program Manager plays a crucial role in enabling team success, providing strategic insights, and delivering operational excellence.Responsibilities:
- Ensure the operational health and efficiency of assigned programs, proactively identifying and addressing risks.
- Maintain customer satisfaction by delivering high-quality services and meeting key performance goals and SLAs.
- Serve as a client-facing representative, ensuring effective communication of program performance, alignment on program objectives, resolving operational issues, and identifying areas for program improvement.
- Support program expansions by providing consulting expertise and operational insights to Account Management and Sales teams.
- Own the enrollment processing function, ensuring smooth execution and supporting Marketing efforts with operational processes.
- Lead the development and execution of enrollment growth strategy
- Work with relevant teams to provide accurate and timely execution of incentive payments.
- Lead event dispatch operations in collaboration with Product and Technical Support teams.
- Participate in on-call rotations to support issue resolution and operational continuity.
- Ensure contractual commitments for market participation are met by working closely with Product, Engineering, and Market Operations Compliance (MOC) teams.
- Partner with Customer Care to make sure Tier 1 support teams are equipped with proper training, documentation, and resources, and provide a feedback loop for improved customer experience.
- Meet or exceed ticket SLAs for Tier 2 escalations and work collaboratively to resolve complex issues.
- Develop and maintain process documentation to support training, knowledge transfer, and risk mitigation.
- Continuously identify and implement process improvements to enhance operational efficiency and service quality.
- Identify operational gaps when implementing new products and services, develop and document the necessary processes, and coordinate with cross-functional teams for prioritization of long-term scalable solutions.
- Establish and maintain strong working relationships with internal and external stakeholders, providing necessary input to clarify priorities for bug fixes and engineering support.
- Provide mentorship and guidance to Account Operators and Coordinators, fostering a high-performance team environment.
- Effectively delegate tasks and project work using a structured and clear agreement approach.
- Communicate effectively with stakeholders, ensuring alignment on program objectives and execution.
- Accountable for enabling the timely delivery of event results, working cross-functionality to escalate failures while providing important client context.
- Able to confidently leverage database tools to understand, interpret and drive insights about your programs. Able to coordinate effectively with cross-functional partners.
What You Bring to Uplight:
- Bachelor’s degree in business, operations, or a related field (or equivalent experience).
- 5+ years of experience in program management or related roles.
- Strong problem-solving skills and ability to navigate ambiguous situations.
- Excellent communication and stakeholder management skills.
- Proven ability to drive process improvements and operational efficiencies.
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