Customer Programs Support Lead

The Customer Programs Support Lead will support Sacramento Municipal Utility District (SMUD) customer programs by coordinating day-to-day application/rebate processing, customer communications, CRM updates, reporting, quality control, and escalation support. This role will serve as the working lead for Customer Programs Support Specialists and will help ensure that customer inquiries, program applications, follow-ups, reminders, surveys, and reporting tasks are completed accurately, consistently, and in alignment with SMUD-approved program rules and procedures.

This role requires a strong customer service mindset and the ability to represent SMUD and Leidos professionally, accurately, and consistently in all interactions with customers, contractors, CCA clients, and internal stakeholders. Over time, this role may also support direct coordination with SMUD stakeholders and CCA clients, requiring strong professional judgment and the ability to represent Leidos effectively in client-facing discussions.

Core responsibilities

• Serve as the working lead for the Customer Programs Support team.
• Provide day-to-day guidance, training, QA review, and escalation support for Customer Programs Support Specialists as program rules, tools, and processes evolve.
• Coordinate daily workloads across application review, rebate processing, customer emails, reminders, surveys, and reporting tasks.
• Review and quality-check customer program applications, rebate documentation, and customer communications.
• Support escalated customer/program inquiries and coordinate with SMUD staff on exceptions, policy questions, or complex cases.
• Maintain accurate records in Salesforce, CRM systems, shared trackers, or other SMUD-approved tools.
• Help document standard operating procedures, workflows, templates, FAQs, and team guidance.
• Monitor aging items, incomplete applications, customer follow-ups, and program service levels.
• Prepare or support weekly/monthly reporting, dashboards, status updates, and program performance summaries.
• Identify process improvements related to intake, application review, customer communication, CRM workflows, reporting, and quality control.
• Support customer surveys, reminder campaigns, batch communications, and program outreach follow-up.
• Coordinate with Leidos program management and SMUD points of contact to ensure smooth service delivery.
• Represent SMUD’s customer-focused brand by providing clear, timely, accurate, and professional communication with customers, contractors, CCA clients, SMUD staff, and internal Leidos team members.
• Participate in SMUD and CCA client coordination meetings as needed, representing Leidos professionally and helping communicate team status, open items, risks, and process improvement opportunities.

Required qualifications

• Bachelor’s degree and 4+ years of relevant experience, or equivalent combination of education and experience in customer support, program administration, rebate/incentive processing, case management, utility programs, energy programs, or similar operational support.
• 1+ year of experience serving as a team lead, senior specialist, trainer, QA reviewer, or escalation point.
• Experience reviewing applications, forms, supporting documentation, customer records, or eligibility requirements.
• Strong written communication skills, especially for customer emails and internal status updates.
• Experience using CRM, case management, ticketing, or workflow systems; Salesforce experience preferred.
• Strong attention to detail and ability to follow program rules, procedures, and documentation requirements.
• Proficiency with Microsoft Excel, Outlook, Teams, and SharePoint or similar tools.
• Ability to manage multiple priorities, track open items, and follow through on deadlines.
• Ability to work professionally with utility/client staff, customers, vendors, and internal team members.
• Demonstrated customer service mindset with the ability to communicate professionally, protect the client’s brand, and provide accurate support in a public-facing or client-facing environment.
• Ability to participate in client-facing discussions with professionalism, sound judgment, and clear communication.
• Ability to work Pacific Time business hours.

Preferred qualifications

• Experience supporting utility, energy efficiency, electrification, EV, low-income, residential, or commercial customer programs.
• Experience with rebate, incentive, grant, or claims processing.
• Salesforce or similar CRM experience.
• Experience creating SOPs, training materials, templates, or process documentation.
• Experience supporting reports, dashboards, surveys, or program performance metrics.
• Familiarity with customer choice aggregation, community energy, municipal utilities, or public-sector customer programs.

What this person needs to be good at

This person needs to be the “calm center” of the operation. They do not need to be a high-level strategist, but they do need to be organized, professional, detail-oriented, and able to keep the Specialists moving. They should be able to say, “Here is what is pending, here is what is aging, here is what needs SMUD input, here are the common customer issues, and here is where the process can improve.” Autonomy and leadership are key.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.