Lead Program Manage (Customer Energy Integration), Customer Management and Engagement

National Grid; Buffalo (NY); Hybrid; USD 111,000 - 156,000; Full time

Job summary

National Grid is seeking a Lead Process Manager to advance end-to-end energy efficiency initiatives across residential, commercial, and electrification programs. This hybrid role requires guiding continuous improvement, leveraging data, and leading cross-functional teams in NY offices.

The successful candidate will apply Lean and Six Sigma methods, develop dashboards and executive reports, mentor colleagues, and champion a culture of accountability and operational excellence.

Qualifications

• Bachelor's degree in business or analytical discipline.
• 5+ years in process improvement, project management, utility operations, or related functions.
• Strong problem-solving and data-visualization skills.
• Experience leading cross-functional initiatives and delivering measurable outcomes.
• Excellent communication and stakeholder management.

Responsibilities

• Lead cross-functional process improvement initiatives across residential, commercial, multifamily, and electrification programs.
• Develop dashboards, scorecards, and executive reporting tools that support data-driven decision making.
• Translate complex data into actionable insights for leadership.
• Lead working groups and cross-functional teams to achieve business objectives.
• Partner with training teams to create materials and capability-building programs.

Skills

Problem solving

Data analysis

Cross-functional collaboration

Communication

Lean Six Sigma

Project management

Education

Bachelor's degree in business or analytical discipline

Job description

About us

National Grid is hiring a Lead Process Manager, fto work out of any of our NY offices. This is a Hybrid Role with 1-2 days in office per week on an as needed basis.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

The successful candidate will play a key role in supporting and advancing process improvement efforts across our end-to-end energy efficiency programs and transformational initiatives. This position contributes directly to the execution of our Energy Efficiency Building Electrification (EEBE) programs by leading continuous improvement initiatives by identifying opportunities, enhancing reporting, as well as leveraging data and subject matter expertise to driving change or execute on gap closures.

Key Accountabilities

Lead Process Improvement Initiatives

• Lead cross-functional process improvement efforts across residential, commercial, multifamily, and electrification programs.
• Apply Lean, Six Sigma, and continuous improvement methodologies to enhance operational effectiveness and reduce customer and contractor friction.
• Facilitate workshops and process mapping exercises to identify root causes and implement sustainable solutions.

Data Analytics and Business Insights

• Leverage operational, customer, and program data to identify trends, opportunities, and performance improvement initiatives.
• Develop dashboards, scorecards, and executive reporting tools that support data-driven decision making.
• Translate complex data into actionable insights for leadership.

Stakeholder Leadership

• Build collaborative relationships with internal teams and stakeholders. Support communication efforts to ensure alignment and awareness of process changes.
• Influence organizational priorities through fact-based recommendations and process optimization strategies.
• Lead working groups and cross-functional teams to achieve business objectives.

Continuous Improvement Culture

• Develop and execute change management strategies that support adoption of new processes, technologies, and operating models.
• Establish the governance framework for intake and prioritization of continuous improvement opportunities.
• Partner with training teams to create materials, communications, and capability-building programs.
• Champion a culture of innovation, accountability, customer focus, and operational excellence.
• Mentor team members and support development of continuous improvement capabilities across the organization.
• Share best practices and lessons learned across the Energy Efficiency organization.

#LI-SA1

Qualifications

Required

• Bachelor's degree in business or analytical discipline.
• 5+ years of experience in process improvement, project management, utility operations, energy efficiency, or related functions.

• Proficiency in problem-solving best practices, root cause analysis, and continuous improvement methodologies.

• Experience leading cross-functional initiatives and driving measurable business outcomes.
• Strong analytical and problem-solving skills with experience using data visualization and reporting tools.
• Comfortable working in a dynamic environment with shifting priorities and multiple concurrent tasks.
• Excellent communication, facilitation, and stakeholder management skills.

Preferred

• Lean Six Sigma Green Belt or Black Belt certification.
• Knowledge of energy efficiency programs, demand-side management, clean energy initiatives, or utility operations.
• Experience supporting large-scale transformation, operational excellence, or customer experience initiatives.

More Information

Salary

UNY $111,000 - $130,000 a year, DNY $133,000 - $156,000

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.