Director, Customer Contact Center

natgridProd•New York, NY

2d•$187,000 - $220,000•Hybrid

About The Position

National Grid is hiring a Director, Customer Service New York City for our Customer Organization in Brooklyn, NY, with flexible working opportunities. Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us most—connecting people to the energy they rely on for daily life. As the pace of change in our industry accelerates, our expertise and track record position us to shape a more sustainable and customer‑focused future. To succeed, we must anticipate customer needs, reduce the cost of energy delivery today, and pioneer the flexible energy systems of tomorrow. This requires strategic leadership, continuous improvement, and a culture where employees feel empowered to speak up, innovate, and grow.Job PurposeThis critical role is responsible for the strategic leadership, planning, and execution of all Contact Center operations in New York City. The Director will lead a diverse organization of 150+ front‑line representatives during a period of transformation and customer experience re‑engineering. The role is accountable for creating an environment where the voices of both customers and employees are heard, valued, and acted upon, fostering a safe‑to‑say culture that encourages transparency, learning, and continuous improvement. The Director will align people, processes, and technology to deliver outstanding customer outcomes while developing future leaders and strengthening organizational capability.

Requirements

Bachelor’s degree in business or a related field required; 10+ years of experience leading customer operations, service delivery, and people management in a performance‑driven utility or regulated environment.
Proven strategic leader with a track record of progressive responsibility and success driving results through complex, matrixed organizations.
Demonstrated ability to foster inclusive, high‑trust environments that encourage speaking up, accountability, and continuous improvement.
Strong people leader with experience developing talent, building high‑performing teams, and leading organizational change.
Ability to translate strategy and policy into clear processes and executable plans while balancing competing priorities and broader business context.
Strong analytical and communication skills, with the ability to simplify complex issues and influence diverse stakeholder groups.
Valid driver’s license with a safe driving history that meets National Grid’s Safe Driver Policy.

Responsibilities

Provide strategic thought leadership to the NYC Contact Center, shaping a clear vision and roadmap toward a more customer‑centric, efficient, and resilient operation.
Drive the execution of key strategic initiatives that reduce cost‑to‑serve while improving customer satisfaction, aligning with National Grid’s broader Customer and Enterprise Strategies.
Lead continuous improvement efforts that simplify processes, improve service quality, and enhance the end‑to‑end customer experience.
Ensure Contact Center readiness and resilience for planned and unplanned events (e.g., weather and emergency situations), while maintaining compliance with regulatory requirements.
Establish and sustain a safe‑to‑say, inclusive culture where employees at all levels feel empowered to raise concerns, share ideas, challenge the status quo, and contribute to decision‑making without fear of retaliation.
Drive high levels of employee engagement by translating business objectives into clear, meaningful plans and reinforcing trust, accountability, and open communication.
Serve as a visible and accessible leader who actively listens to employee and customer feedback and uses insights to inform strategy and operational improvements.
Build a strong leadership bench by developing, coaching, and mentoring leaders and front‑line managers, with clear focus on succession planning and career progression.
Oversee recruitment, onboarding, training, performance management, and recognition programs that support long‑term employee growth, skill development, and retention.
Create learning opportunities that strengthen strategic thinking, problem‑solving, and customer advocacy capabilities across the organization.
Direct Contact Center operations to exceed customer expectations through effective performance management, including service quality, efficiency, procedural adherence, and productivity.
Lead consumer advocacy efforts for vulnerable customer groups, ensuring awareness and utilization of available assistance programs.
Manage relationships with key stakeholders—including Jurisdiction Presidents, Unions, and Regulators—to deliver collaborative, compliant, and customer‑focused outcomes.
Develop and manage the annual department budget, balancing operational stability with continuous improvement and transformation objectives.
Build strong internal and external partnerships to share best practices, reduce cost‑to‑serve, and improve customer satisfaction.