Manager, Customer Service and Rebate Processing

Resource Innovations (RI) is seeking a Manager, Customer Service and Rebate Processing to join our growing team. We are looking for a highly skilled, people-centered leader with a strong background in customer service operations, rebate fulfillment, and large-scale program delivery. In this role, you will lead high-performing teams responsible for delivering exceptional customer experiences while ensuring timely, accurate, and compliant rebate processing across multiple utility programs.

Resource Innovations is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we are continuously expanding our portfolio of clean energy solutions to help utilities navigate increasingly complex challenges—load flexibility, electrification, and carbon reduction. With every step, we’re leading the charge to power change.

• Lead end-to-end operations for rebate fulfillment and customer service delivery programs across multiple utility clients.
• Directly supervise a team of 4–6 Program Managers and indirectly manage a workforce of 50–60 employees in a fast-paced, time-sensitive environment.
• Partner closely with the Delivery Director to ensure departmental goals, initiatives, and program designs are effectively implemented across Client Services teams.
• Design, develop, maintain, and continuously improve departmental reports, dashboards, and operational tools.
• Develop, implement, and maintain quality assurance protocols to ensure consistent service excellence.
• Ensure production and call center performance meets internal and external KPI targets; make intraday, weekly, and monthly adjustments as needed.
• Foster a strong, inclusive team culture focused on recognition, accountability, professional development, and engagement.
• Oversee department safety compliance and timecard accuracy.
• Ensure employee and supervisor coaching, performance, and interaction metrics meet established KPIs.
• Leverage historical and real-time data to ensure appropriate staffing levels across call queues and production workflows.
• Collaborate cross-functionally with Account Management, Reporting, Recruiting, Training, and Continuous Improvement teams.
• Lead problem resolution efforts, working across teams to address operational and client-facing challenges.
• Analyze staffing needs and attrition trends to ensure departmental KPIs are achieved within budget constraints.
• Support business development initiatives, including proposal reviews, best-and-final responses, and client presentations.

• 7+ years of team management and supervisory experience, including direct reports and delivery of team-based goals.
• 4+ years of client management experience (e.g., business development, program implementation, or account management).
• 3+ years of experience planning or implementing technology solutions to improve operational efficiency.

• Intermediate to advanced Microsoft Excel skills (Pivot Tables, Lookups, Index/Match, charts, and graphs).
• 2+ years of experience with call center technologies (IVR, call routing, call tracking, workforce optimization).
• 2+ years of experience with processing or fulfillment technologies (Oracle, iEnergy, or similar platforms).
• Proven experience leading large-scale culture and engagement initiatives.
• Proven ability to establish performance measurement frameworks that support service expansion and new client acquisition.
• PMP certification preferred.

About Resource Innovations

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building onour expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification.

Carbon reduction. With every step, we’re leading the charge to power change.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any…