Operations Leader – Customer Transformation

PR Girl Manifesto; Northern (KY); Hybrid; USD 133,000 - 156,000; Full time

Job summary

National Grid is seeking an Operations Manager for the Kraken program in Northboro, MA. The role starts fully in-office for the first six months and then transitions to a hybrid schedule with 3–4 days in the office.

You will lead high-performing teams, drive operational excellence, and ensure safe, compliant service delivery across channels. You will build capabilities, translate objectives into actionable plans, and guide change while championing customer outcomes in a regulated environment to

Qualifications

• 4+ years leading frontline or operational teams.
• Experience with workforce planning and process improvement.
• Experience in regulated or unionized or high-volume environments is a plus.
• Strong numerical and analytical abilities.

Responsibilities

• Lead and embed the Kraken operating model and culture.
• Oversee daily operations across channels with strong performance.
• Plan staffing, forecasting, and scheduling to meet service levels.
• Coach leaders and develop frontline teams.
• Use data to drive continuous improvement and change management.

Skills

People leadership

Operational leadership

Data analysis

Regulated environments

Change management

Education

High school diploma or equivalent

Job description

National Grid is seeking an Operations Manager for the Kraken program in Northboro, MA. The role starts fully in-office for the first six months and then transitions to a hybrid schedule with 3–4 days in the office.

You will lead high-performing teams, drive operational excellence, and ensure safe, compliant service delivery across channels. You will build capabilities, translate objectives into actionable plans, and guide change while championing customer outcomes in a regulated environment to