Buildings Support Lead: Scale Energy Retrofit Programs

Willdan; Village of Great Neck (NY); On-site; USD 155,000 - 165,000; Full time

Job summary

Willdan NYC is seeking an NYC Accelerator Building Support Lead in New York, NY to direct a multi-function team delivering energy retrofit projects. The Lead manages case management, the Capital Provider Program, and the Service Provider Program, ensuring alignment with client goals and scalable operations.

The role requires deep client-services experience, program leadership, and a focus on equity-driven outcomes.

Qualifications

• 10+ years in client services, program delivery, or related fields.
• Experience leading and growing a client-facing delivery team.
• Experience scaling an established operating model.
• Experience running a program against defined outcome targets.
• Experience managing a client or public-sector stakeholder relationship.
• Experience managing subcontractors or vendors against a scope of work.
• Experience writing requirements a technical team has built against, and working with them through delivery.
• Commitment to equity-driven service delivery and community-centered outcomes.

Responsibilities

• Supervise and coach the case managers, including on helping owners understand where they are, what's getting in the way, and how to move forward.
• Support the build-out and scaling of an expanding team, including hiring, onboarding, and developing new staff.
• Set and monitor team goals and performance measures, and hold the team accountable to them.
• Direct service quality, escalation paths, and role clarity across the support function, including the boundaries of technical, legal, financial, and public-facing authority.
• Ensure case managers have the technical grounding they need (energy literacy, retrofit pathways, Local Law 97 requirements) and identify subject matter experts across the program and partner network who can advise on specialized topics.
• Manage the delivery and performance of case management, the Capital Provider Program, and the Service Provider Program, working with the leads for each to ensure the three work together toward project outcomes.
• Provide strategic direction for the growth of the Service Provider Program, including how service providers connect to building owners and contribute to project pipeline.
• Maintain and adjust the Buildings Support operating model (intake, triage, case workflows, playbooks, training) and supporting tools as the program scales and as we learn.
• Define business needs for the technical team to build against, including case workflows, data capture, reporting, and integration with third-party systems, collaborating with the systems team through delivery.
• Client, Vendor, & Partner Relationships
• Support overall client relationship management and manage directly for buildings, managing expectations and representing program capacity and constraints in client-facing settings.
• Manage the operational relationship with program subcontractors, including task assignment, work product review, performance monitoring, and escalation.
• Oversee the operational relationship with the call center, including intake quality, routing accuracy, and escalation into case management.
• Collaborate with internal teams across marketing and outreach, systems, and adjacent program workstreams, coordinating on shared priorities and dependencies.
• Analysis & Reporting
• Develop and manage KPIs for the team.
• Direct the team's analysis and reporting to the client, and translate findings into operating model adjustments.
• Recommend and implement strategies to improve service delivery and project outcomes.

Skills

Team leadership

Client services

Program management

Business process optimization

Stakeholder management

Operational scaling

Requirements gathering

Data-driven decisions

Equity-driven service delivery

Public-sector collaboration

Tools

Salesforce

Job description

Willdan NYC is seeking an NYC Accelerator Building Support Lead in New York, NY to direct a multi-function team delivering energy retrofit projects. The Lead manages case management, the Capital Provider Program, and the Service Provider Program, ensuring alignment with client goals and scalable operations.

The role requires deep client-services experience, program leadership, and a focus on equity-driven outcomes.