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.
Original Posting:June 18, 2026For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
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.
Skills Required
- Bachelor's degree and 4+ years relevant experience, or equivalent combination of education and experience
- 1+ year 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 for customer emails and internal status updates
- Experience using CRM, case management, ticketing, or workflow systems
- Strong attention to detail and ability to follow program rules and documentation requirements
- Proficiency with Microsoft Excel, Outlook, Teams, and SharePoint or similar tools
- Ability to manage multiple priorities, track open items, and meet deadlines
- Ability to work professionally with utility/client staff, customers, vendors, and internal team members
- Demonstrated customer service mindset and ability to represent the client's brand in public-facing interactions
- Ability to participate in client-facing discussions with professionalism, sound judgment, and clear communication
- Ability to work Pacific Time business hours
- Salesforce experience
- Experience supporting utility, energy efficiency, electrification, EV, low-income, residential, or commercial customer programs
- Experience with rebate, incentive, grant, or claims processing
- 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
Leidos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Leidos and has not been reviewed or approved by Leidos.
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Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple plan options, low office-visit copays in some plans, and access to mental health and wellness support tools. The availability of HSA/FSA options and employer contributions is positioned as a meaningful part of the total package.
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Retirement Support — Retirement benefits are framed as a strong component of total rewards, highlighted by a 401(k) match and immediate vesting in the standard package. The Employee Stock Purchase Plan is also presented as an additional long-term wealth-building feature.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle supports extend beyond core insurance, including wellness programs, fitness-related stipends, and assistance resources. Work flexibility and related perks are also included as part of the broader rewards experience.
Leidos Insights
What We Do
We Are Leidos For 50 years we have been tackling some of the biggest problems that face our nation and our world. OUR MISSION Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos. Your most important work is ahead.
