Senior Manager, ILSFA Consumer Protection

Senior Manager, ILSFA Consumer Protection, Solar Programs

The Illinois Solar for All Program (ILSFA), directed by the Illinois Power Agency and administered by Elevate, aims to deliver the benefits of solar and the clean energy economy to low-income and environmental justice communities across Illinois. The Senior Manager, Consumer Protection, ILSFA is primarily responsible for leading the Consumer Protection efforts of ILSFA. This role works extensively across internal departments within Elevate to ensure we are implementing comprehensive consumer protections and addresses any customer complaints. This role also coordinates directly with the Illinois Power Agency to develop, define, and implement new consumer protection initiatives.

The Senior Manager, Consumer Protection reports to the Director, ILSFA. This position is located in Chicago, Illinois and is currently fully remote.

Responsibilities

• Apply and convey the complex processes, policies and expectations of program stakeholders to program operations.
• Evaluate and respond to participating customer complaints and coordinate internally as needed to investigate complaints.
• Provides day to day leadership, mentoring and performance management to direct reports.
• Reviews team work or assignments and provides guidance and directions to others regarding projects and timelines.
• Oversees the ILSFA program team’s coordination with the Elevate Program Support team.
• Follow up with customers to resolve complaints as soon as possible by working with the customers’ approved vendors (solar developers) as needed to research complaints and identify and implement solutions. If needed, escalate issues to leadership.
• Provide updates to the IPA regarding ongoing customer complaints and their resolution.
• Investigate allegations of program violations, make recommendations for potential disciplinary action, and draft disciplinary-related letters to vendors alleged to have violated Program requirements.
• Manage special projects related to consumer protection issues, including new initiatives or new processes, and share updates on progress with management.
• Provide updates and reports on disciplinary processes and complaints; contribute to ILSFA quarterly and annual reports and the IPA’s Consumer Protection Annual Report.
• Attend and participate in monthly consumer protection meetings.
• Provide educational materials related to consumer protection requirements and best practices for new vendors and vendor designees.
• Contribute to educational workshops on consumer protection topics such as marketing best practices and program requirements.
• Update the Consumer Protection Database.
• Interact with customers, clients, and external collaborators.
• Understand program priorities and adjust workload accordingly.
• Provide regular status updates to Director, ILSFA.
• Develop and administer documentation of Standard Operating Procedures to support programs.
• Adhere to Elevate’s project management requirements and provide necessary documentation.
• Perform other duties as assigned.

Qualifications and Skills

• Bachelor’s degree preferred
• Five or more (5+) years of project management experience preferred
• Five or more (5+) years of experience working in the energy industry (utilities, utility-run programs or solar) and/or in consumer protection, such as customer service, legal/investigations, or compliance
• Experience engaging and managing client relationships
• Experience managing projects on time and on budget
• Experience managing one or more staff members
• Demonstrated leadership and exceptional organizational and coordination skills
• Experience overseeing direct reports preferred
• Ability to independently leverage critical thinking skills to address real world customer issues based on well-defined program guidelines
• A demonstrated attention to detail
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Excellent written and verbal communication skills

Organization DescriptionWe design and implement programs that reduce costs, protect people and the environment, and ensure the benefits of clean and efficient energy use reach those who need them most.

At Elevate, the greatest asset of our organization is the kind of people we attract. Elevate employees co-create our energetic and collaborative environment, where constant learning and service to others take priority. We empower individuals to challenge conventional thinking in pursuit of innovation and we seek dynamic, hardworking team members who are inspired to work with people of diverse backgrounds and perspectives. Every day we make a difference by placing our team, clients, and community partners first. From our mission to our focus on staff wellbeing and career development opportunities, there’s no better place to grow your career than Elevate.

CompensationThe total compensation for this position includes health and welfare benefits (medical, dental, vision, etc.), defined contribution benefit (401k with contribution), professional development, generous paid time off policies, and a flexible schedule. This is an exempt individual contributor position with a salary range of $90,000 - $105,000, based on experience.Anti-Discrimination PolicyElevate is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.ADA AccommodationElevate will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace, and the threat cannot be eliminated by reasonable accommodation, or if the accommodation creates an undue hardship to Elevate. Contact the People Team with any questions or requests for accommodations.