• Full Time - Undergraduate
  • Chicago, IL

Website ICF

Location: Chicago, IL (remote or hybrid)


ICF seeks an Innovation & Process Improvement Manager to support ICF implemented utility electrification programs. This position provides portfolio delivery support across residential and commercial electrification programs with a specific focus on evaluating customer-facing processes, and implementing process improvements that drive a high-quality experience to program participants. This role involves direct interaction and coordination across local electrification program implementation teams and client representatives to ensure program goals and client expectations are met or exceeded.

ICF’s Beneficial Electrification and EV programs support customers in their switch from fossil fuel to electric powered equipment. From light, medium, and heavy-duty vehicles to buildings and industrial equipment, stakeholders are evaluating their options to electrify and reduce emissions. ICF helps utilities and companies evaluate these opportunities and deliver financial and decarbonization benefits.


  • Evaluate program processes, productivity, quality, and systems to maximize the customer experience, application processing performance metrics, timely rebate payments, and overall program goals.
  • Lead regular meetings and monthly business reviews with key ICF management and client leaders where appropriate.
  • Evaluate the monthly project financial forecast to ensure the project is within budget and tracking to plan. Promptly report unfavorable variances to senior managers.
  • Manage and lead a small team of employees dedicated to project deliverables.
  • Develop employees through company-sponsored training, and peer and professional coaching to elevate their skills and position them for excellence within their role.
  • Support training for team members and energy advisors by liaising between the energy technical experts, quality control staff, and trainers where applicable.
  • Evaluation and monitoring of process quality to ensure client and customer expectations are consistently met.
  • Work with regional leaders to evaluate employee quality feedback and coaching and to share  action-oriented steps to elevate improvements.
  • Identify process improvements with a focus on continuous quality enhancements. Develop process documentation where necessary to accompany process improvements.
  • Active participation as part of a broader energy efficiency implementation team, to collaborate on program changes and new client requirements that have an impact on the customer experience.


Minimum Qualifications:

  • Bachelor’s degree
  • 5+ years of work experience

What we would like you to have:

  • Excellent interpersonal skills with strong outreach and communications abilities
  • Experience promoting process improvements across the workforce, systems, and processes.
  • Prior project management experience within a team environment.
  • EV or fleet electrification experience or knowledge
  • Experience crafting process flow diagrams and drafting process narratives.
  • Ability to be self-directed and to take initiative to drive activities that advances program continuous improvement.
  • Strategic mindset with the ability to identify new opportunities
  • Excellent written communications skills
  • Strong organizational skills
  • Detail-oriented

To apply for this job please visit careers.icf.com.