The Manager, Energy Efficiency is responsible for overseeing day-to-day execution and continuous improvement of energy efficiency programs, including customer engagement and interaction supported by Salesforce back-end case management. This role will ensure accurate billing alignment and operational consistency across a complex portfolio. This role serves as a key liaison between internal teams, property management, accounting, technology partners, and external vendors, while providing leadership, prioritization, and subject matter expertise to support scalable and compliant energy operations. 

RESPONSIBILITIES:

• Lead the execution and oversight of program intake, enrollment, and case management workflows, ensuring cases are accurately triaged, prioritized, and resolved in accordance with established SOPs 

• Develop and manage the program frameworks for customer engagement and value creation for energy efficiency/ECM projects across Link's portfolio and customer base 

• Lead the customer experience model and market research to align the suite of energy efficiency offerings  

• Serve as a subject matter expert for program eligibility, lease interpretation, utility account structures, and billing requirements, including escalation of complex or non-standard items  

• Manage and refine operational processes across systems such as Salesforce, Yardi, and utility billing platforms to improve data accuracy, efficiency, and visibility 

• Partner closely with Property Management, Utility Operations, Accounting, Technology, and external vendors to coordinate issue resolution, system transitions, and process updates 

• Oversee quality control related to GL coding, account setup, enrollment status, and billing outcomes, identifying trends and implementing corrective actions as needed 

• Support system migrations and enhancements (e.g., platform transitions, automation efforts, reporting improvements) by documenting requirements, testing workflows, and communicating impacts to stakeholders 

• Develop and maintain process documentation, training materials, and reference tools to support consistent execution and onboarding of new team members 

• Monitor workload distribution and case volume to ensure prompt responses and adherence to service expectations 

• Provide guidance, coaching, and direction to team members or cross-functional partners as processes evolve 

• Identify opportunities to streamline workflows, reduce manual effort, and improve the customer and internal stakeholder experience 

• Participate in special projects related to portfolio wide energy initiatives, compliance requirements, and operational improvements as assigned 

QUALIFICATIONS:

• Bachelor’s degree in Business, Finance, Engineering, Sustainability, Operations, or a related field, or equivalent professional experience 

• Demonstrated experience in energy management, utilities, property operations, or a related role. Experience engaging customers on complex energy, utility, or sustainability programs preferred. 

• Customer engagement and customer-facing communication skills; sales experience is a plus. 

• Strong understanding of utility billing structures, lease-based cost allocation, and operational workflows in a portfolio environment 

• Experience working across multiple systems (e.g., CRM platforms, property management systems, billing tools) and navigating data dependencies between them 

• Experience with AI, M365 Copilot, and process automation a plus  

• Proven ability to manage complex, detail-oriented processes while maintaining a broader operational and strategic perspective 

• Effective communication and collaboration skills, with the ability to translate technical or operational detail for varied audiences 

• Highly organized, self-directed, and comfortable operating in an environment with evolving processes and priorities 

• Proficiency in Microsoft Excel and other standard business tools; experience with Salesforce and Yardi strongly preferred