Manager (Process and Performance Improvement), Continuous Improvement

National Grid plc; City of Syracuse (NY); Hybrid; USD 127,000 - 149,000; Full time

Job summary

National Grid plc in the United States is seeking a Manager – Process and Performance Improvement to lead the Meter-to-Cash strategy across Customer and Operations. This hybrid role involves coordinating a multi-year improvement roadmap, influencing senior leaders, and delivering measurable improvements in billing, collections, and customer outcomes.

Travel to NY/MA offices is expected as part of stakeholder engagement.

Qualifications

• Typically requires 8–10 years of progressive experience in process strategy, operational excellence, transformation, program management, or business analysis.
• Ability to influence senior leaders, build strategic relationships, resolve ambiguity, and align stakeholders beyond authority.
• Experience leading governance forums, portfolio prioritization, and benefits realization.
• Excellent executive communication, facilitation, and written storytelling skills.
• Experience in utility, regulated-industry, customer operations, billing, or Meter-to-Cash is preferred.
• Bachelor’s degree or equivalent professional experience; advanced degree or relevant certification is desirable.

Responsibilities

• Lead, coach, and develop a team responsible for Meter-to-Cash process strategy, analysis, governance, and portfolio coordination.
• Own the end-to-end Meter-to-Cash strategy and a multi-year roadmap aligned to customer and business priorities.
• Provide strategic guidance to senior leaders on performance, investments, and risks.
• Maintain a comprehensive view of the Meter-to-Cash value chain with clear ownership and controls.
• Analyze customer, operational, financial, and regulatory performance to identify root causes and high-value opportunities.
• Manage an integrated portfolio of Meter-to-Cash initiatives linked to annual planning and capacity.
• Lead cross-functional governance to confirm ownership, prioritize work, and address gaps.
• Build partnerships with Operations, Performance, Technology, Finance, Regulatory, and Transformation teams.
• Influence business cases and solution designs to deliver measurable customer and business value.
• Oversee executive scorecards, roadmaps, and narratives communicating progress and risks.
• Track outcomes, intervene when delivery is off track, and drive corrective actions.
• Champion standardization, automation, and scalable practices for billing accuracy and collections.

Skills

Executive communication

Stakeholder management

Strategic planning

Leadership

Education

Bachelor's degree in engineering, finance, business, or related

Job description

Manager (Process and Performance Improvement), Continuous Improvement

About us

National Grid is hiring a Manager – Process and Performance Improvement. This is a Hybrid Role with about 25% of local travel to our NY and MA offices to meet with different internal stakeholders.

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 Manager, Meter-to-Cash (M2C) Process Strategy, reporting to the Director of Customer Process, leads the team responsible for shaping and coordinating the end-to-end Meter-to-Cash strategy across Customer and Operations. This role establishes the strategic direction, governance, priorities, and multi-year improvement roadmap for the Meter-to-Cash value chain, using customer, process, performance, financial, and regulatory insights to drive decisions. The Manager develops team capability, assigns and oversees strategic analysis, and creates clear accountability across organizational boundaries. Working with senior leaders and process owners, the role connects strategy to execution, influences investment and resource decisions, and ensures initiatives deliver measurable improvements in customer outcomes, operational effectiveness, controls, and value.

Key Accountabilities

• Lead, coach, and develop a team responsible for Meter-to-Cash process strategy, analysis, governance, and portfolio coordination; set clear objectives, manage performance, and build future-ready capability.
• Own the development and ongoing refinement of the end-to-end Meter-to-Cash strategy, translating customer and business priorities into a clear, outcome-based multi-year roadmap.
• Provide thought leadership, constructive challenges, and recommendations to senior leaders on process performance, strategic choices, investment priorities, and emerging risks.
• Establish and maintain a comprehensive view of the Meter-to-Cash value chain, including process boundaries, dependencies, handoffs, controls, pain points, performance measures, and accountable owners.
• Direct analysis of customer, operational, financial, and regulatory performance to identify root causes, systemic issues, and the highest-value opportunities for improvement.
• Develop and manage an integrated portfolio and pipeline of Meter-to-Cash initiatives aligned with annual planning, Customer Strategy, transformation priorities, and available capacity.
• Lead cross-functional governance and decision forums to confirm ownership, prioritize work, resolve gaps, manage dependencies, elevate barriers, and hold stakeholders accountable for outcomes.
• Build trusted partnerships with process owners, Operations, Performance, Technology, Finance, Regulatory, Transformation, and other stakeholders to align strategy, delivery plans, resources, and benefits.
• Influence business cases, investment decisions, and solution designs to ensure proposed changes address root causes, support the end-to-end strategy, and deliver measurable customer and business value.
• Oversee executive-level scorecards, recommendations, roadmaps, and narratives that clearly communicate performance, risks, trade-offs, decisions, and progress.
• Track portfolio outcomes, benefits, milestones, dependencies, and risks; intervene, facilitate tradeoff decisions and recommend corrective action when delivery or performance is off track.
• Champion innovation, continuous improvement, standardization, automation, and scalable practices that improve billing accuracy, timeliness, collections, customer experience, and operational efficiency.

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Qualifications

• Bachelor’s degree, preferably in engineering, finance, business, a technical discipline, or equivalent professional experience; advanced degree or relevant certification is desirable.
• Typically requires a minimum of 8–10 years of progressive experience including process strategy, operational excellence, transformation, program management, or business analysis.
• Proven ability to influence senior leaders, build strategic relationships, resolve ambiguity, and align stakeholders without relying solely on formal authority.
• Experience leading governance forums, trade off discussions, portfolio prioritization, strategic planning, and benefits realization.
• Excellent executive communication, facilitation, presentation, and written storytelling skills.
• Utility, regulated-industry, customer operations, billing, collections, or Meter-to-Cash experience is preferred.

More Information

UNY: $127,000 - $149,000 a year DNY: $153,000 - $179,000 a year MA: $142,000 - $167,000 a year.

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.

National Grid operates in both the UK and US, with a broad portfolio of energy businesses dedicated to providing safe, reliable, and sustainable power.

From electricity and gas transmission to advancing clean energy and modernising grids, our work covers every aspect of the energy system.

Our energy flows through absolutely everything we do

Life here at National Grid is more than just our purpose or our values, it’s everything we put into everything we do. It’s our commitment to diversity and inclusion; how we help our employees learn and grow; and how we partner with and support the communities where we live and work. It’s all this, and so much more.

We leverage our collective strengths to do meaningful BIG work so that we can be at the heart of a fair and affordable energy future.

Your salary is reviewed each year against the market for your role, skills, knowledge and experience.

Incentive

Annual performance plan or bonus (depending on your role) rewards your contribution to our success each year.

Retirement

Generous pension plan with company contributions up to 12%.

Private medical insurance for self and family.