Description

Position Summary

The Head of the Residential Expert Center is a core strategic and operational leader responsible for building, scaling, and continuously improving the centralized operational backbone that enables Franklin Energy’s Residential Programs to perform at the highest levels. 

This role consolidates and leads functions that can bestandardized, optimized, and scaledto drive economies of scale and consistency across all Residential program delivery. This includesprogram QA/QC, new program start-up, business operations and reporting, workforce planning, operational excellence, and other centralized support services. 

Acting as theright hand to the President of the Residential Business, this leader plays a pivotal role in disseminating best practices, coaching Managing Directors in Client Delivery, and ensuring that every program operates tooperational, financial, and performance KPIs. The leader will also steward theManagement Operating System (MOS)for the department and support the development, cascade, and tracking of enterprise OKRs. 

The ideal candidate is amaster-level Lean practitioner, an exceptional operator, and a highly effective people leader capable of motivating and developing a large, diverse, and distributed team. This leader will ensure transparency, insights, leading indicators, and readiness—so that Franklin Energy can deliver on its commitments with precision, speed, and excellence. 

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Strategic Leadership & Operational Excellence 

• Serve as the President’s strategic partner in driving operational and financial performance across the Residential portfolio. 
• Lead the creation, deployment, and ongoing refinement of theResidential Management Operating System, ensuring clear cadence, accountability, and data-driven decision-making. 
• Establish and championLean-based practices, continuous improvement methodologies, and standard workacross all centralized functions. 

Drive consistency in program execution by building scalable processes, toolsets, and operating frameworks that raise the floor and ceiling of performance. 

Expert Center Leadership 

• Lead a centralized team of ~150 specialists across QAQC, program start-up, reporting, operations, workforce planning, and operational excellence. 
• Build and mature an organizational structure that supports growth, scalability, and best-in-class operational support.
• Develop a culture of clarity, accountability, high performance, and continuous improvement. 
• Motivate and inspire teams through change, ensuring psychological safety, engagement, and alignment with Franklin values. 

Program QAQC & Performance Assurance 

• Oversee quality management frameworks, ensuring that all Residential programs meet compliance, performance, and contractual obligations. 
• Implement standardized QAQC practices and dashboards that identify issues early and enable corrective action.
•  Serve as escalation point for program performance risks, troubleshooting, and intervention strategies. 

New Program Start-Up 

• Own the centralized start-up engine responsible for launching new Residential programs with excellence, speed, and consistency. 
• Develop repeatable templates, playbooks, and readiness tools to ensure flawless execution from contract award to steady state. 
• Partner with Client Delivery to ensure smooth handoffs and early performance momentum. 

Business Operations, Reporting & Analytics 

• Lead the development and maintenance of theoperational reporting ecosystem, including dashboards, KPIs, leading indicators, and data accuracy governance. 
• Provide clarity and transparency into program health, resource needs, performance risks, and opportunities. 
• Ensure business operations processes—SOW management, process documentation, SOPs, reporting workflows—are standardized and tightly managed. 

Workforce Planning & Organizational Readiness 

• Develop and manage a comprehensiveworkforce planning strategyensuring programs are right-sized, scalable, and staffed with the right capabilities. 
• Create demand forecasting models tied to enrollment volumes, measure mix, seasonal variability, and contract requirements.
•  Provide visibility into staffing needs and financial impacts to drive proactive decision-making. 

Coaching & Best Practice Dissemination 

• Coach Managing Directors and Client Delivery leadership on operating discipline, performance management, leading indicators, and operational best practices. 
• Lead the creation of Residential Best Practice Playbooks and support their implementation across programs. 
• Act as the connective tissue between centralized support and field delivery teams to ensure alignment and shared accountability. 

Cross-Functional & Enterprise Leadership 

• Partner with Technology, Finance, HR, and other enterprise teams to align tools, processes, and systems with operational needs. 
• Collaborate with the Commercial/BD team to support scoping, solutioning, and transition planning for new programs. 
• Support enterprise-level strategy execution, transformation initiatives, and OKR progress tracking. 

Requirements

Position Requirements

Education and Experience

• 12+ years of progressive leadership experience in operations, program delivery, or large-scale business management. 
• Expertise inLean methodology, continuous improvement, and operational scaling; formal Lean certification strongly preferred. 
• Demonstrated success managing large, distributed teams (100+ employees) with multiple layers of leadership. 
• Proven ability to design and implement management operating systems, dashboards, OKRs, and leading-indicator frameworks. 
• Experience in energy efficiency, residential operations, or similar mission-driven program delivery organizations preferred. 
• Strong analytical, operational, and strategic thinking skills with a demonstrated ability to create clarity from complexity.
•  Exceptional communication, influence, and stakeholder management skills—comfortable leading both frontline employees and executive-level discussions.

Required Skills, Knowledge and Abilities

• Fluent in scaling operations, optimizing workflows, and enabling performance at scale.
•  Develops, inspires, and mobilizes large teams with empathy, clarity, and confidence. 
• Skilled practitioner who embeds continuous improvement into culture and operations. 
• Drives accountability, establishes strong cadences, and ensures follow-through. 
• Sees the whole system and connects dots across programs, functions, and leaders. 
• Comfortable with dashboards, KPIs, forecast models, and leading indicators. 
• Effective at navigating ambiguity, enabling adoption, and modeling behavior for the organization.   
• Committed to diversity and inclusion
• Reliable transportation
   

Licenses & Certifications

Valid driver’s license
 

Travel Requirements

Willingness to travel up to 40%

Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

The above information describes the general duties and requirements necessary to perform the principle functions of the position. This shall not be construed as a detailed description of all the duties and requirements that may be necessary in this position.

An Equal Opportunity Employer

Safety -Sensitive Role Addendum:

Because many roles at Franklin Energy involve regulatory compliance, safety responsibilities, or professional licensing requirements, it is critical that interview responses reflect the candidate’s direct knowledge and experience. Misrepresentation of technical or safety qualifications may result in immediate removal from consideration.

Notice Regarding Automated Tools:
We may use automated or AI-assisted tools as part of our candidate evaluation process to assess job-related skills and qualifications. These tools are intended to support fair and consistent review and do not replace human judgment in hiring decisions. All evaluations are conducted in accordance with applicable local, state, and federal laws.