Supervisor, Dispatch

National Grid plc; Hicksville (NY); On-site; USD 100,000 - 117,000; Full time

Job summary

National Grid is seeking a Supervisor for Gas Dispatch Operations, based onsite in Hicksville, NY or Melville, NY. The role oversees a 24/7 dispatch team, ensuring compliance with laws, regulations, and company policies while meeting emergency response targets.

The position involves rotating 8-hour shifts, coordinating with CMS, field operations, and external agencies, and driving KPIs related to safety and customer service. Strong leadership and communication are essential.

Qualifications

• Bachelor’s degree or 5+ years in gas dispatch/utility operations.
• Experience managing a bargaining unit/contract employees.
• Knowledge of NY regulations and agency requirements.
• Ability to lead and coordinate across teams.
• Strong communication and planning skills.

Responsibilities

• Supervise dispatcher shifts in dispatching gas emergencies, customer appointments, and mandated program work.
• Coordinate gas emergency response with CMS, Field Operations, other Company emergency response personnel, Emergency Response Agencies, Regulators, Fire Departments, and the Police.
• Make timely and accurate notifications in compliance with NYS PSC and DOT regulations and company procedures
• Support achievement of goals, including operational targets, mandated objectives, budget goals, emergency response, and safety.
• Maintain availability to cover vacant Dispatch supervisor shifts and manage emergencies, storm operations, contractor damages, and outages, even outside business hours.
• Ensure work complies with federal, state, and local rules and regulations.
• Support development of the union workforce via coaching, performance assessment, and annual reviews.
• Support leak reporting through daily reconciliations, data gathering, corrections, and research for accuracy.
• Develop, analyze, and assess KPIs such as Emergency Response and Customer Service Performance.
• Support manager and lead supervisor on shift workload and risk discussions for planning.
• Develop and maintain relationships with stakeholders and share best practices.

Skills

Regulatory analysis

Data collection

Reporting

Leadership

Education

Bachelor's degree

Tools

Salesforce

Maximo

SAP

Power BI

Excel

MS Word

Access

Job description

National Grid is hiring a Supervisor for our Gas Dispatch Operations Department.

Location: Onsite Hicksville, NY or Melville, NY

Daily, we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most, connecting people to the energy they need for their lives. The pace of change in society and our industry is accelerating, and our expertise and track record put us in an unparalleled position to shape the sustainable future of our industry.
To be successful, we must anticipate our customers' needs, reduce the cost of energy delivery today, and pioneer the flexible energy systems of tomorrow. This requires us to deliver on our promises and look for new opportunities to grow ourselves and our business.

Job Purpose

Supervises the 24/7 team of dispatchers to ensure compliance with all laws, regulations, and Company policies and achievement of mandated emergency response and other internal targets. This position works rotating 8-hour shifts.

Key Accountabilities

• Supervise dispatcher shifts in dispatching gas emergencies, customer appointments, and mandated program work.
• Coordinating gas emergency response with CMS, Field Operations, other Company emergency response personnel, Emergency Response Agencies, Regulators, Fire Departments, and the Police.
• Make timely and accurate notifications in compliance with the New York State Public Service Commission and Department of Transportation regulations and according to Company procedures
• Support achievement of goals, including operational targets, mandated objectives, budget goals, emergency response, and safety.
• Maintain availability to cover vacant Dispatch supervisor shifts and manage emergency situations, storm operations, contractor damages, and outages, even when they occur outside of business hours.
• Ensure work is performed in accordance with applicable federal, state, and local rules and regulations.
• Support continual development of the union workforce through regular coaching, performance assessment, and annual appraisal process.
• Support the gas leak reporting process by conducting daily leak reconciliations, including gathering manual and automated reports, entering corrections, and performing all required research to maximize accuracy and compliance.
• Develop, analyze, and assess operational KPIs, such as Emergency Response, Customer Service Performance Rate, Resource Management, and cycle time.
• Supports the manager and lead supervisor to ensure the shift workload and all applicable system risks are discussed for preparation purposes and properly notified if the daily workload cannot be accomplished on the assigned shift.
• Develop and maintain effective relationships with key stakeholders and share best practices.

Qualifications

• A bachelor’s degree and/or 5+ years of related experience (gas utility or dispatching operations and knowledge of systems used)
• Experience in managing a team of bargaining unit/contract employees.
• Experience with regulation interpretation and analysis, data collection, and reporting
• Ability to deliver time-pressured projects on time and on quality.
• Proficiency in relevant systems and software preferred, ex Salesforce, Maximo, SAP, Power BI, Excel, MS Word, Access.
• Knowledge of the utility industry in operations, maintenance, and construction.
• Proven ability to lead a team and drive performance.
• Demonstrated strong organizational and planning skills and proven ability to manage multiple priorities.
• Knowledge of National Grid's operations, company policies and practices, and applicable bargaining unit agreements.
• Demonstrated strong oral and written communication skills, including communicating effectively across the organization.
• Demonstrates the ability to exercise discretion and independent judgment with matters of significant importance.
• Ability to influence and achieve results in a matrixed team environment.
• Reviews the accuracy of their own work and checks that all details are completed.
• Team player with the ability to collaborate effectively with others

More Information

#LI-Onsite

#LI-STR1

Downstate NY Salary: $100,000 - $117,000 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.