Associate Manager, Program Operations

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Business Title: Associate Manager, Program Operations Location: Chicago, IL Ready to make a difference? The Associate Manager, Program Operations is a leadership role within ICF's Energy Efficiency Division, responsible for managing program operations across Illinois for the multiple utility portfolios. This position works with a cross-functional team, including program management, outreach, technical, and marketing personnel, and plays a central role in project delivery, strategy development, and market expansion. They will oversee a team of direct reports (primarily Operation Specialists) and work closely with regional leadership to ensure consistent, high-quality client delivery. This role supports the development of a holistic strategy across multiple portfolios, optimizes staffing based on workload fluctuations, and establishes best practices for core programmatic functions such as performance tracking, project reviews, and client deliverables. They will work with the regional operations manager, client portfolio leads, residential and commercial Program Managers, and the broader regional team to develop and deliver a holistic strategy and consistent client delivery. The role will also coordinate across multiple large portfolios, leverage regional staff based on fluctuating workloads, and develop best practices for programmatic functions such as project reviews, performance tracking, client deliverables, and project startup activities. Why you will love working here: Quality of life: Flexible workplace arrangements, work-life balance, employee wellbeing programs Investment in the community: Donation matching, volunteer opportunities Investment in you: Education Reimbursement, Retirement Planning, 401k matching, Mentorship Programs, Free access to professional development resources such LinkedIn Learning Any many, many more *Ask your recruiter for more details! What you would be doing: Direct the quality and performance of the team responsible for the following tasks: Timely and accurate project reviews. Coordination of regular program-level deliverables (weekly reports, forecasting, etc.), working with project managers to add qualitative information and portfolio lead for final quality review Compile/verify forecasts reports Track contractual Key Performance Indicators (KPIs) and coordinate with portfolio manager on any necessary corrective action plans Support internal and external team meetings by prepping and pulling quantitative data, coordinating with project managers on qualitative inputs, coordinating with portfolio lead on agenda, hosting meeting, and documenting action items Coordination with rebate processing team to ensure all incentives are processed. Ensure timely customer and subcontractor payments. Generate accurate and polished deliverables for all regulatory filings, reports, and presentations. Coordinate with portfolio manager for final inputs and approvals. Maintain and update shared files, resources and program documents to ensure all program staff has access to latest versions of materials. Coordinate with program managers to develop and maintain portfolio-level performance forecasts and trend analysis. Maintain business workflow documents and keep process guides updated. Draft/compile program awards for clients. Coordinate with marketing to oversee accurate program promotions and information. Manage operations for the implementation of the Illinois portfolio(s), responsible for the following tasks: Ensure that the programs are performing as expected and explain forecasted variances. Collaborate with program managers to ensure all activities related to quality program delivery are executed. Present performance metrics to internal and external stakeholders. Review and approve large projects in a timely manner and with high attention to detail. IT/reporting coordination, assisting with JIRA ticketing when necessary. Field requests from subcontractors. Assist with monthly data verification. Coordinate regularly with internal team members (such as engineers and energy analysts) to ensure standard operating procedures are followed. Conduct final desk reviews/approvals of projects over a certain incentive threshold. Manage bandwidth of team and adjust staffing strategies as needed. Skills you'll be using: Leading and supporting teams to deliver high‑quality energy efficiency programs Managing program performance, reporting, and quality reviews across multiple projects Analyzing data and trends to inform forecasts, decisions, and client updates (strong Excel skills) Communicating effectively with internal teams, utility clients, and external partners Improving processes, workflows, and documentation to drive consistency and efficiency Managing projects with strong attention to detail, timelines, and deliverables Handling staffing, performance, and coaching needs to support a positive team environment Working with integrity and professionalism, including responsible handling of confide