Senior Program Manager - EE Residential
PPL · Johnston
Company Summary StatementRhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.
Overview
The Energy Efficiency Program Implementation role is responsible for executing RI Energy’s residential energy efficiency programs across multiple product and construction categories. This position ensures high‑quality program delivery, vendor performance, compliance with policies and procedures, and effective customer support. The role serves as the day‑to‑day operational expert for rebate processing, program guidelines, process improvements, and vendor oversight—supporting the company’s energy efficiency goals through accurate, consistent, and customer‑focused implementation.
Responsibilities
Residential Programs Supported:
- Consumer Products & Appliances
- Appliance Recycling
- Electric Heat Pumps
- Electric Heat Pump Water Heaters
- Gas Heating & Water Heating Equipment
- Electric New Construction & Reno Rebab
- Codes & Standards
- Gas New Construction & Reno Rehab
Program Implementation & Execution
- Oversee the delivery and performance of all assigned RI Energy residential energy efficiency programs.
- Ensure programs operate in alignment with current policies, procedures, incentive structures, and regulatory requirements.
- Facilitate end‑to‑end implementation of incentive offerings in coordination with rebate processing teams.
- Maintain up‑to‑date knowledge of program guidelines and communicate updates across the Energy Efficiency Execution team.
- Coordinate with the Marketing team to support the execution of marketing strategies, including materials, annual Marketing plan, events and collateral targeting specific markets and channels to drive action and achievement of program goals.
Vendor & Contract Management
- Manage day‑to‑day activities of program vendors, ensuring timely delivery of services and adherence to contractual obligations.
- Monitor vendor performance through defined KPIs, quality checks, and service requirements.
- Ensure all vendors maintain secure and confidential handling of customer data in accordance with company and regulatory standards.
- Support the development and execution of requests for proposals (RFPs) for program delivery, rebate processing, or other implementation needs.
Quality Assurance & Invoice Review
- Conduct thorough QA/QC reviews of all invoices to ensure accuracy, completeness, and alignment with program rules.
- Identify errors, trends, or inconsistencies in vendor submissions and work with vendors to correct and prevent recurrence.
- Maintain documentation and audit‑ready records for all QA/QC activities.
Process Development & Continuous Improvement
- Develop and refine processes for downstream, midstream, and upstream program channels to improve efficiency and effectiveness in conjunction with Evaluation & Policy Strategy Lead.
- Collaborate with internal and external partners to streamline workflows, reduce processing delays, and enhance customer and vendor experiences.
- Implement best‑practice process improvements consistently with evolving energy efficiency program requirements.
Customer & Stakeholder Support
- Act as the primary point of contact for escalated customer inquiries, invoice/data issues, and program guideline interpretations.
- Provide clear, accurate, and timely resolutions to customer and contractor concerns.
- Support homeowner, trade ally, and vendor understanding of program processes and eligibility requirements.
Internal Team Support & Subject Matter Expertise
- Serve as a subject matter expert (SME) for program rules, customer requirements, technologies, and operational procedures.
- Lead onboarding and training for new team members, ensuring they understand program workflows, documentation requirements, and customer support approaches.
- Ensure the Energy Efficiency Execution team remains fully informed about program updates, operational changes, and new implementation requirements.
Data, Reporting & Compliance Support
- Provide guidance on data requirements, documentation standards, and reporting needs to vendors and internal partners.
- Support the collection and verification of program data to maintain compliance with internal controls and regulatory guidelines.
- Work with internal teams to ensure accurate reporting for program activity, performance metrics, and cost tracking.
Qualifications
Education & Experience:
- A minimum of 7 years successful experience managing consumer programs in multiple markets is desired.
- Bachelor’s degree in Business, Marketing, Economics, Accounting, Engineering, Urban Planning or Sustainability or an equivalent field required; Advanced degree preferred.
Additional skills:
- Strong understanding of residential energy efficiency technologies (heat pumps, water heating, HVAC, appliances, and construction practices).
- Experience with vendor oversight, invoice QA/QC, and program implementation.
- Ability to interpret program rules, incentives, and operational procedures.
- Excellent organizational, communication, and customer‑support skills.
- Ability to identify process improvement opportunities and implement solutions within scope of role.
- Knowledge of data security, customer confidentiality standards, and compliance requirements.
- Demonstrated skills in the use of relevant software, e.g., Microsoft Office Suite (Excel, Word, PowerPoint) along with the ability to learn other programs and applications such as Salesforce and SAP.
- Experience in energy efficiency program management, an understanding of industrial, commercial and/or residential building energy structures including how energy is used within those structures, understanding of regulatory and environmental policy helpful but not required.
- Ability to gain knowledge of relevant industry practices, trends, and legislation on an ongoing basis. CEM certification desired.
- Strong analytical, communication and writing skills.
- Ability to adapt and tailor approach to wide variety of audiences.
- Strong budget management skills.
- Strong collaboration skills.
- Attention to detail.
- Some travel is required.
Education & Experience:
- A minimum of 7 years successful experience managing consumer programs in multiple markets is desired.
- Bachelor’s degree in Business, Marketing, Economics, Accounting, Engineering, Urban Planning or Sustainability or an equivalent field required; Advanced degree preferred.
Additional skills:
- Strong understanding of residential energy efficiency technologies (heat pumps, water heating, HVAC, appliances, and construction practices).
- Experience with vendor oversight, invoice QA/QC, and program implementation.
- Ability to interpret program rules, incentives, and operational procedures.
- Excellent organizational, communication, and customer‑support skills.
- Ability to identify process improvement opportunities and implement solutions within scope of role.
- Knowledge of data security, customer confidentiality standards, and compliance requirements.
- Demonstrated skills in the use of relevant software, e.g., Microsoft Office Suite (Excel, Word, PowerPoint) along with the ability to learn other programs and applications such as Salesforce and SAP.
- Experience in energy efficiency program management, an understanding of industrial, commercial and/or residential building energy structures including how energy is used within those structures, understanding of regulatory and environmental policy helpful but not required.
- Ability to gain knowledge of relevant industry practices, trends, and legislation on an ongoing basis. CEM certification desired.
- Strong analytical, communication and writing skills.
- Ability to adapt and tailor approach to wide variety of audiences.
- Strong budget management skills.
- Strong collaboration skills.
- Attention to detail.
- Some travel is required.