Customer Operations Leader: Transformation & Excellence

National Grid; Northborough (MA); Hybrid; USD 133,000 - 156,000; Full time

Job summary

National Grid in Massachusetts is seeking an Operations Manager for the Customer organization supporting Kraken in Northborough. The role is in-office for the first six months, transitioning to a hybrid schedule with 3–4 days in the office.

You will lead and develop high-performing teams, drive operational excellence, and ensure safe, compliant, and customer-focused service delivery while guiding the organization through change and process improvements.

Qualifications

• 4+ years leading frontline or operational teams.
• Experience with workforce planning and scheduling.
• Background in process improvement and operational disciplines.
• Experience in regulated or unionized environments is a plus.

Responsibilities

• Lead and develop frontline teams to deliver safe, reliable customer service.
• Drive operational performance, continuous improvement, and regulatory compliance.
• Own staffing strategies and operational plans aligned with customer objectives.
• Manage day-to-day operations while maintaining strategic oversight.
• Translate business priorities into actionable plans and outcomes.
• Lead change initiatives and champion data-driven decision making.
• Coordinate with stakeholders and ensure a strong customer focus.

Skills

Lead frontline or operational teams

Workforce planning

Process improvement

Regulated/unionized environments

Education

High school diploma or equivalent

Job description

National Grid in Massachusetts is seeking an Operations Manager for the Customer organization supporting Kraken in Northborough. The role is in-office for the first six months, transitioning to a hybrid schedule with 3–4 days in the office.

You will lead and develop high-performing teams, drive operational excellence, and ensure safe, compliant, and customer-focused service delivery while guiding the organization through change and process improvements.