Director of Customer Facing Programs

Do you want to advance racial and economic justice while tackling climate change?

At All In Energy, we believe that in order to effectively combat the existential threat of climate change we must choose solutions and strategies that also directly confront and help to resolve the generational societal challenges of income inequality, and social and racial injustice. That’s why we’re on a mission to accelerate the transition to an inclusive clean energy economy by bringing energy efficiency and renewable energy to underserved communities while increasing job opportunities for diverse talent in the clean energy industry. We work hand-in-hand with cities and local community organizations, and clean energy companies to connect communities of color, non-English speakers, landlords/renters, and small businesses to energy-saving programs and affordable renewable energy.  

We are seeking a dynamic Director of Customer Facing Programs with expertise in managing outreach, engagement, and support programs. The ideal candidate will have a passion for mentoring staff, a strong systems mindset, and the ability to lead multiple programs and teams. This role will oversee the leadership of several interrelated programs serving priority populations across the state, ensuring the effective execution and expansion of our programs.

Key Responsibilities:

• Program Development and Implementation: Oversee the design, implementation, and evaluation of a variety of customer-facing programs that help priority populations learn about, navigate, and access Massachusetts’ nation-leading clean energy programs. Ensure programs reach goals and delivery of excellent client service and customer experience. Develop and refine program strategies to increase participation in energy efficiency programs and services.
• Team Leadership, Management, and Development: Provide strategic direction and oversight for a team of 10 staff of a variety of backgrounds and experience levels, building and nurturing a high-performing team. Provide coaching and professional development opportunities to support team members' growth and success.
• Partnership and Collaboration: Establish and maintain relationships with energy efficiency companies, community organizations, and other stakeholders. Collaborate with partners to enhance program offerings and ensure successful implementation.
• Data and Reporting: Monitor and evaluate program effectiveness using data-driven insights. Prepare and submit regular reports on program progress and outcomes to stakeholders and funders.
• Outreach and Recruitment: Lead recruitment efforts to attract diverse candidates from environmental justice communities. Implement targeted outreach initiatives to engage multilingual candidates.

Qualifications:

• 7+ years of experience in program management or a related field.
• Proven leadership and team management skills.
• Experience working with diverse populations, particularly in low-to-moderate income or majority-minority communities.
• Strong project management skills, with the ability to lead multiple initiatives simultaneously.
• Excellent communication and interpersonal skills, including the ability to collaborate effectively with partners and stakeholders.
• Self-starter with entrepreneurial mindset who can operate independently

Preferred Qualifications:

• Knowledge of the Massachusetts clean energy sector and energy efficiency programs.
• Experience managing a call center and/or field marketing team focused, on client case management, sales, fundraising, or education campaigns
• Experience in designing and implementing customer engagement programs.
• Experience with recruitment and talent development.
• Bilingual in English and other language(s) spoken in the communities we serve (Spanish, Portuguese, Khmer, Mandarin, Cantonese, Vietnamese, Cape Verdean Creole, Haitian Creole).

Hours, Compensation, and Benefits: For a full detailed list go to bit.ly/AIEbenefits

• 40-hour work week with an annual salary of $82,136 commensurate with experience.
• Flexible work arrangements, relaxed dress code, and generous paid time off.
• Health, dental, and vision insurance.
• Retirement plan, business travel reimbursement, and stipends for workspace ergonomics furniture, professional development, remote work and wellness.
• Technology access with the option to purchase upon departure.
• Regular mandatory attendance in the Lawrence office with occasional travel across the state.

All In Energy is an equal-opportunity employer that values diversity. In particular, we’re dedicated to broadening opportunities for individuals from demographic groups that are historically underrepresented in the clean energy economy. We’re committed to building an inclusive workplace culture where talented people of widely diverse backgrounds can thrive. We are actively seeking people who bring diverse backgrounds and perspectives to join us in this work.