Lead Program Manager, Electric Connections Evolution

About us

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid.  In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Lead Program Manager – Electric Connections Evolution for Massachusetts 
This is a Hybrid Role - Must live within a commutable distance 
 

Job Purpose

National Grid has 5 strategic priorities to: enable the energy transition for all, build the networks of the future now, deliver for our customers, operate safely and efficiently, and build tomorrow’s workforce today. The Customer Connections Process & Systems team, which includes the ConnectNow Product Owner, multiple user support specialists, user experience professionals, and data scientists, is a diverse group of talented individuals that thrive at the intersection of National Grid’s strategic priorities. We work every day to improve our connection and distributed energy resource (DER) data integrity, provide leadership with key insights about connections process performance, and implement strategic initiatives to improve the user experience for our customers, trade partners, and employees.

 

We are seeking a Lead Program Manager to be a trusted partner for Customer Connections leadership. In this role, you will be responsible for scoping, defining, and leading the implementation of automation and improved ways of working that account for company objectives, regulatory requirements, customer energy needs and preferences, engineering best practices and technical standards, IT user behaviors and feedback, energy market condition trends, supply chain constraints, regulatory changes, and current state business processes.

 

You will collaborate with data scientists on our team to understand, compare, and communicate key performance indicators (KPIs, such as: cycle time, budget, and customer satisfaction) before and after the deployment of IT enhancements, automations, and business process changes, making recommendations for how to best prioritize future enhancements and changes to optimize for objectives and key results (OKRs) based on the company’s strategic priorities for customer connections.
 

Key Accountabilities

 

• Identify, prioritize, scope, and lead the implementation of business process improvement and automation opportunities that deliver faster, cheaper, and more efficient customer connections that support the safe, reliable, and affordable operation of the electric utility grid
• Collaborate with other team members, subject matter experts, and leaders to ensure that user interfaces and user experiences for tools in the ConnectNow portfolio (and any other systems used in the customer connections process) are both technically accurate from an engineering perspective and easy to understand by the intended audience
• Coordinate with data scientists, engineers, IT professionals, and other technical/leadership stakeholders to ensure alignment between processes and systems as the IT roadmaps for the customer connection and electric business units in Massachusetts and New York evolve
• Analyze IT product enhancements for an online application portal, backend automation, and associated workflows to determine the performance impact of each enhancement – documenting forecasted and actual costs and benefits of improvements
• Collaborate with data scientists to monitor the performance of electric load and DER connections and succinctly communicate gaps, risks and opportunities to management and stakeholders on a monthly basis
• Collaborate with user experience professionals to ensure that electric load and DER connections and IT product enhancements are intuitive, user-friendly, and align with upcoming market needs as well as relevant engineering standards and best practices
• Work with electrical engineers and data scientists to develop and implement AI, machine learning models, and other digital solutions to improve the performance of electric load and DER connections
• Support other customer connections processes, teams, and users (including those for gas connections) on an as-needed basis
• Coaching and mentoring less experienced team members on both technical skills and professional development will be expected as a normal course of performing this role
   

Qualifications

 

• Master's degree in a quantitative analysis field (such as engineering, data science, or statistics) with 5+ years of subsequent experience in a related role (e.g. electric load management, DER analysis or engineering, IT product analysis, financial forecasting, etc.) OR Bachelor’s degree in a quantitative analysis field wi