NYC Accelerator Building Support Lead

Willdan; New York (NY); On-site; USD 155,000 - 165,000; Full time

Job summary

Willdan is seeking an NYC Accelerator Building Support Lead in New York, NY to guide a multi-function program supporting energy retrofit projects for city buildings. You will lead case management, the Capital Provider Program, and the Service Provider Program, coordinating internal teams and external partners to drive project outcomes.

The role emphasizes scaling operations, setting performance standards, and building an expanding delivery team while maintaining strong client and stakeholder

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: increasing volume and improving via performance data.
• 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 for a technical team and guiding delivery.
• Demonstrated ability to deliver results through others, including partners outside direct reporting lines.
• Commitment to equity-driven service delivery and community-centered outcomes.

Responsibilities

• Supervise and coach case managers and staff.
• Support build-out and scaling of expanding team (hiring, onboarding, development).
• Set and monitor team goals and performance measures.
• Direct service quality, escalation paths, and role clarity across the support function.
• Identify experts across the program and partner network for specialized topics.
• Manage delivery and performance of case management, Capital Provider Program, and Service Provider Program.
• Provide strategic direction for growth of the Service Provider Program.
• Maintain and adjust operating model and tools as the program scales.

Skills

Leadership

Client services

Program delivery

Stakeholder management

Data analysis

Education

Bachelor's degree in related field

Tools

Salesforce

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

NYC Accelerator Building Support Lead

New York, NY, US

5 days ago Requisition ID: 3246

Salary Range: $155,000.00 To $165,000.00 Annually

Willdan Lighting and Electric (WLE), a subsidiary of Willdan, is seeking a Buildings Support Lead.The Buildings Support Lead directs the team that supports decision-makers through the stages of complex energy retrofit projects, connecting them to the resources they need with the goal of getting projects completed. The role leads the strategy, performance, and integration of three connected functions: case management, the Capital Provider Program, and the Service Provider Program.

This is an operating leadership role. The program's core processes and infrastructure are established; the focus now is running them at scale, driving project outcomes, and building out an expanding team. The Lead is accountable for the performance of all three functions and works through case managers, specialists, subcontractors, and internal teams to deliver. The Lead serves as a key liaison for the client (the NYC Mayor's Office of Climate and Environmental Justice), holds operational accountability for the program's subcontractors, and defines the business and system requirements that shape how the program operates.

• 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.

Job Requirements / Qualifications

• 10+ years in client services, program delivery, or related fields, including experience leading teams.
• Experience leading and growing a client-facing delivery team, including hiring and coaching.
• Experience scaling an established operating model: running defined processes at increasing volume and improving them based on performance data.
• Experience running a program against defined outcome targets.
• Experience managing a client or public-sector stakeholder relationship, including managing expectations.
• Experience managing subcontractors or vendors against a scope of work, including performance and quality review.
• Experience writing requirements a technical team has built against, and working with them through delivery.
• Demonstrated ability to deliver results through others, including specialists and partners outside direct reporting lines.
• Commitment to equity-driven service delivery and community-centered outcomes.

Preferred Qualifications

• Background in energy, sustainability, or a related field.
• Understanding of NYC building types, retrofit pathways, and Local Law 97.
• Experience with Salesforce or a comparable CRM as an end-user; deep technical expertise is not required.
• Familiarity with NYC's diverse communities; bilingual/multilingual candidates encouraged to apply.

EEO Non-Discrimination and ADA Reasonable Accommodation Statement
Willdan is an equal opportunity employer. Applicants are considered for all positions without regard to race, religious creed, color, age marital status, sex, sexual orientation, gender identity, gender expression, citizenship status, national origin, ancestry, religion, military service or veteran status, disability, medical condition, childbirth and related medical conditions, genetic testing, reproductive status or any other classification protected by federal, state or local laws and ordinances. Willdan does not discriminate on the basis of physical or mental disability where the essential functions of the job can be reasonably accommodated. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. If you need reasonable accommodation for any part of the application and hiring process, please notify us.

Willdan Lighting & Electric participates in E-Verify.