Program Manager, Flex Operations

Job Description

Uplight is creating a new category of energy. We make software that manages energy resources in homes and businesses—including things like smart thermostats, electric vehicles, solar panels, storage batteries, heat pumps, and even people’s behavior—to generate, shift, or save energy to balance the grid, making it more efficient and reliable. This creates clean energy capacity that can be used by the power grid instead of burning more fossil fuels. Our solutions accelerate the transition to clean energy and save money for energy customers.

We are seeking a Program Manager to join our team and help us achieve our ambitious goals for our business and for the planet.

How you will make an impact

The Program Manager is a seasoned professional responsible for managing complex program objectives with significant organizational impact. This role requires deep expertise in the field, the ability to work independently with minimal supervision, and strong leadership in cross-functional settings. The Program Manager plays a crucial role in enabling team success, providing strategic insights, and delivering operational excellence.

Responsibilities

• Ensure the operational health and efficiency of assigned programs, proactively identifying and addressing risks.
• Maintain customer satisfaction by delivering high-quality services and meeting key performance goals and SLAs.
• Serve as a client-facing representative, ensuring effective communication of program performance, alignment on program objectives, resolving operational issues, and identifying areas for program improvement.
• Support program expansions by providing consulting expertise and operational insights to Account Management and Sales teams.
• Own the enrollment processing function, ensuring smooth execution and supporting Marketing efforts with operational processes.
• Lead the development and execution of enrollment growth strategy
• Work with relevant teams to provide accurate and timely execution of incentive payments.
• Lead event dispatch operations in collaboration with Product and Technical Support teams.
• Participate in on-call rotations to support issue resolution and operational continuity.
• Ensure contractual commitments for market participation are met by working closely with Product, Engineering, and Market Operations Compliance (MOC) teams.
• Partner with Customer Care to make sure Tier 1 support teams are equipped with proper training, documentation, and resources, and provide a feedback loop for improved customer experience.
• Meet or exceed ticket SLAs for Tier 2 escalations and work collaboratively to resolve complex issues.
• Develop and maintain process documentation to support training, knowledge transfer, and risk mitigation.
• Continuously identify and implement process improvements to enhance operational efficiency and service quality.
• Identify operational gaps when implementing new products and services, develop and document the necessary processes, and coordinate with cross-functional teams for prioritization of long-term scalable solutions.
• Establish and maintain strong working relationships with internal and external stakeholders, providing necessary input to clarify priorities for bug fixes and engineering support.
• Provide mentorship and guidance to Account Operators and Coordinators, fostering a high-performance team environment.
• Effectively delegate tasks and project work using a structured and clear agreement approach.
• Communicate effectively with stakeholders, ensuring alignment on program objectives and execution.
• Accountable for enabling the timely delivery of event results, working cross-functionality to escalate failures while providing important client context.
• Able to confidently leverage database tools to understand, interpret and drive insights about your programs. Able to coordinate effectively with cross-functional partners.

What You Bring to Uplight

• Bachelor’s degree in business, operations, or a related field (or equivalent experience).
• 5+ years of experience in program management or related roles.
• Strong problem-solving skills and ability to navigate ambiguous situations.
• Excellent communication and stakeholder management skills.
• Proven ability to drive process improvements and operational efficiencies.
• Experience in handling client-facing engagements and delivering strategic insights.
• Proficiency in project management tools and methodologies.
• Ability to mentor and support junior team members.
• Proficiency in project management tools and methodologies such as , JIRA/Confluence, Asana, Excel, Wrike, Figma, Miro/Lucid. Comfortable with process flow diagramming.
• Technical Proficiency and experience with tools such as Sublime, Utilizing Python scripts, ExcelAWS S3, CRMs, VSCode, Redash, DataDog
• Proficient at interpreting data & revenue models and associated forecasting, experience using BI tools.

Don’t meet every single requirement? Studies have shown that women, marginalized genders and people of color are less likely to apply to jobs unless they meet every single qualification. At Uplight we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles

Why Join Uplight in Leading the Fight Against Climate Change?

At Uplight, we're not just offering a job – we're offering a chance to be part of the solution to one of the world's biggest challenges. As a certified B Corporation, we're deeply committed to both social and environmental responsibility. Here's why you should join our team of passionate Uplighters:

• Make a Meaningful Impact: Your work directly impacts our mission of decarbonization and building a more sustainable future.
• Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation.
• Thrive: We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally.
• Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.
• Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions

Salary Range: $75,000 to $104,000 USD + bonus

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual base compensation range is listed above. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.