Manager, Customer Service and Rebate Processing

Job Description

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.

Key Responsibilities

• 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.

Requirements

• 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.

Preferred Experience and Qualifications

• 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.

Benefits

About Resource Innovations

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our 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 other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

Compensation & Benefits

Resource Innovations offers competitive salaries based on a candidate's skills, experience and qualifications for the position.  The compensation range for the base salary for this position is $75k-$90k  In addition to base pay, employees are eligible for a discretionary annual bonus.  The stated salary represents the expected compensation for this position.  Final compensation will be determined based on factors such as the candidate's experience, education and location. 

We also offer a comprehensive benefits package that includes three weeks of paid vacation per year; paid holidays; a 401(k)-retirement plan with employer matching; health, dental and vision insurance; and other supplemental benefits. 

Employment with Resource Innovations is contingent upon the successful completion of a comprehensive background check and reference check. If applicable to the position, a pre-employment drug screen may also be required.

The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice.