Lead Community Power Navigator

Groundswell, Inc.; Atlanta (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

Groundswell, Inc. is seeking a Lead Community Power Navigator to oversee the Community Power Navigator program and ensure a consistent resident experience across regional initiatives in the Southeast.

Reporting to the Director of Community Engagement, you will supervise navigators, coordinate workflows, and align operations with project delivery. The ideal candidate is highly organized, solutions-oriented, and able to manage multiple priorities in a fast-paced, mission-driven environment.

Qualifications

• Minimum 3–5 years of experience in community engagement, customer support, or operations.
• Bachelor's degree or equivalent education preferred.
• Experience coordinating customer-facing staff, contractors, or community teams.
• Experience using CRM systems such as Salesforce for data management and reporting.
• Strong organizational and cross-functional collaboration skills.

Responsibilities

• Provide operational leadership and oversight of Community Power Navigators and customer journey activities.
• Coordinate onboarding, workflow alignment, and engagement standards across teams.
• Monitor timelines, resident experience outcomes, and escalation of issues.
• Represent Groundswell in community, partner interactions, and outreach activities.
• Support reporting, data quality, and program visibility across initiatives.

Skills

Community engagement

Project coordination

Customer support

Operations management

CRM data management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

This is an exciting opportunity for an experienced, organized, and community-centered professional passionate about clean energy, customer experience, operational excellence, and social impact. As a key member of Groundswell’s Community Engagement team, the Lead Community Power Navigator will support the operational execution of the Community Power Navigator and Customer Journey model across regional initiatives throughout the Southeast.

Reporting to the Director of Community Engagement and working closely with Community Engagement, Construction, Deployment, and Operations teams, this role will oversee day-to-day support for Community Power Navigators, customer journey workflows, Salesforce (Gratava) data management, reporting coordination, and customer experience consistency throughout all phases of project implementation.

The Lead Community Power Navigator will serve as an operational liaison between community engagement and project delivery teams, helping ensure resident engagement, project communication, scheduling coordination, and implementation workflows remain aligned, responsive, and customer-centered. This position will also support operational continuity during staffing transitions, regional growth, and implementation scaling efforts.

The ideal candidate is highly organized, solutions-oriented, and able to manage multiple operational priorities while supporting community-centered implementation efforts in a fast-paced, mission-driven environment.

Groundswell is a values-driven social enterprise committed to a culture of belonging, and we invite you to review our strategic plan and values as you apply.

KEY RESPONSIBILITIES

Community Power Navigator Leadership, Customer Engagement & Operational Support

Provide operational leadership and oversight of Community Power Navigators and customer journey activities across assigned regional initiatives to support consistent resident experience, program implementation, and operational performance.

• Provide oversight, coaching, and operational support to Community Power Navigators, including 1099 contractors and/or part-time employees
• Support onboarding, accountability, workflow alignment, and customer engagement standards across customer journey activities
• Monitor customer journey progression, implementation timelines, and resident experience outcomes
• Provide escalation support for customer concerns, operational challenges, communication gaps, and implementation issues
• Represent Groundswell in customer, community, and partner interactions while supporting outreach and engagement activities as needed

Customer Journey & Resident Experience Coordination

Support implementation and continuous improvement of the Community Power Navigator and Customer Journey framework from pre-enrollment through project closeout.

• Ensure residents receive timely communication, consistent support, and clear expectations throughout all phases of participation
• Coordinate customer journey activities across Community Power Navigators, contractors, and internal teams to support project readiness and implementation
• Support resident engagement strategies focused on transparency, accessibility, responsiveness, and trust-building

Support operational oversight and quality assurance of Salesforce (Gratava) data management, reporting, and customer journey tracking activities.

• Oversee customer data quality, enrollment tracking, and project progression records to ensure accuracy and consistency
• Generate reports and support grant reporting, operational tracking, quarterly deliverables, and implementation summaries
• Support development and standardization of reporting workflows, customer tracking procedures, and data management practices
• Coordinate with internal teams to support reporting alignment and program visibility across initiatives

Cross-Functional Coordination & Operational Support

Partner with Community Engagement, Construction, Deployment, Operations, and external stakeholders to support successful project execution and customer experience continuity.

• Support coordination between internal teams, contractors, and implementation partners to maintain efficient project progression and communication
• Work closely with the Construction Manager to align customer engagement and project delivery activities
• Identify operational risks, workflow challenges, and process improvement opportunities
• Support implementation readiness, program expansion efforts, and maintenance of operational tools, resources, and customer-facing materials

In this work, the Lead Community Power Navigator will reflect Groundswell’s Core Values. Key values that will be uplifted through this role include:

• Integrity: We uphold the values of Groundswell in every action and decision. We hold ourselves accountable for gathering facts, sweating the details, performing analysis, and validating decisions.
• Respect: We respect and treat each other with dignity. We value each other’s contribution to the team. We treat our communities with respect.
• Support Each Other: We are committed to building an encouraging, caring, and supportive environment. We foster teamwork and collaboration across departments and with customers.
• Get Stuff Done: We work with a sense of urgency. We take pride in our work and bring our A-game to all our interactions.

OTHER DUTIES

This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

COMPETENCIES OR SPECIALIZED KNOWLEDGE

• Customer experience, customer journey, and community engagement best practices
• Operational coordination, workflow management, and process improvement
• Salesforce (Gratava) or CRM systems, reporting, and data quality management
• Cross-functional collaboration and stakeholder coordination
• Problem-solving, escalation management, and customer issue resolution
• Strong organizational, communication, and project management skills
• Ability to manage multiple priorities in a fast-paced, customer-focused environment
• Familiarity with clean energy, resilience, housing, community development, or related programs

SUPERVISORY RESPONSIBILITY

Community Power Navigators (1099 and/or part-time staff)

WORK ENVIRONMENT

This position is based in South Georgia and is expected to work in-office two days per month in alignment with Groundswell’s hybrid/remote work plan.

POSITION TYPE AND EXPECTED HOURS

This is a full-time 40-hour-a-week position. Days and hours of work are Monday through Friday, 9:00 a.m. to 5:00 p.m., with occasional evening and weekend work required based on project, customer, or community engagement needs.

TRAVEL

Frequent regional travel may be required for customer engagement activities, implementation coordination, trust sessions, community meetings, outreach events, contractor coordination, and project support activities.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor's degree preferred or equivalent combination of education and professional experience
• 3-5 years of experience in community engagement, customer support, program implementation, operations, project coordination, case management, or related fields
• Experience leading or coordinating customer-facing staff, contractors, volunteers, or community-based teams
• Experience utilizing Salesforce or similar CRM and data management systems
• Demonstrated ability to manage multiple projects, priorities, and deadlines simultaneously
• Strong communication, organizational, relationship management, and problem-solving skills
• Experience supporting program implementation, reporting, grant-funded initiatives, or operational performance tracking preferred
• Experience working with diverse communities and customer populations preferred
• Familiarity with clean energy, resilience, housing, community development, or related social impact programs preferred

SUPERVISION

The Lead Community Power Navigator reports directly to the Director of Community Engagement.

COMPENSATION

Compensation for this position is within Groundswell’s established pay band and includes a full-time employee benefits package.

BENEFITS

• Groundswell pays 100% of the monthly premium for health, dental, vision, and long-term disability for full-time employees in accordance with Groundswell’s policy. Groundswell also covers 50% of spouses and dependents covered under the Groundswell healthcare, vision, and dental plan.
• Matching 401 (k) plan contribution by Groundswell up to 4% for employees who choose to contribute to Groundswell’s 401 (k) plan, with immediate vesting.
• Monthly Development Days to focus on professional development opportunities.
• $45 per month to reimburse cellular phone use for business purposes.
• $75 per month to reimburse home internet access for business purposes.
• Fifteen (15) paid vacation days per year; eight (8) sick days; and two (2) personal days. Vacation and sick leave accrue at the start of your employment, restart each year on January 1, and increase with tenure. Personal days begin after six months of employment.
• Groundswell also takes nine (9) paid federal holidays and a holiday break from December 24th to January 1st (inclusive).
• Short-Term Disability Insurance, Long-Term Disability Insurance, and Voluntary Life available.
• Pre-tax benefits such as Smart Benefits, Flexible spending accounts, and Dependent care are also available.

For more information about the organization’s benefits and other personnel policies, Groundswell will provide a new hire orientation within the first week of employment.

Groundswell is an equal-opportunity employer that is deeply committed to the principles of equity, diversity, and inclusiveness and seeks to create a pluralistic community for all.