Manager, Customer Contact
About The Position
National Grid is hiring a Manager for our Customer Contact department in Albany, Syracuse or Brooklyn. 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 put 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 ourselves and our business. Job Purpose The Manager, Escalated Complaints is responsible for leading teams that handle highly sensitive customer escalations while building strong partnerships with regulators and internal stakeholders to ensure issues are resolved timely and in compliance with regulatory requirements. This role owns performance against Service Quality and regulatory metrics that represent more than $20M in potential financial penalties and reputational risk. Beyond ensuring timely resolution of complaints, the Manager will drive strategic alignment across the Customer Organization by leveraging data and root cause analysis to identify systemic issues and deliver sustainable improvements. As escalated complaints are a critical input to the Voice of the Customer, this role champions initiatives that reduce or eliminate future complaint drivers. Externally, the Manager frequently serves as a key representative of the company to regulators, addressing concerns and demonstrating a thoughtful, customerfocused approach to issue resolution. The role leads a diverse workforce of both union and management employees and is expected to foster a highly engaged, inclusive team environment that supports a Safe to Say culture. Strong written and verbal communication skills are essential, as is the ability to tailor messaging to all levels of the organization and deliver meaningful outcomes on behalf of customers.
Requirements
- Bachelors degree in Engineering, Technology, Management, Business Administration, or equivalent experience
- Min of 5+ years of relevant experience in gas or electric operations, including customerfacing roles
- Strong understanding of rates & regulatory policy
- Working knowledge of Power BI
- Demonstrated passion for driving business value through data and insights
- Proven experience leading and motivating teams that include both union and management employees
- Valid driver’s license required
Nice To Haves
- Six Sigma and/or process improvement certification preferred
Responsibilities
- Oversee a portfolio of escalated customer issues, ensuring timely, highquality resolution in accordance with company policies and regulatory requirements
- Build credibility and trust with internal partners and external regulators through consistent delivery of results
- Lead and champion operational and organizational change to drive business excellence, innovation, and continuous improvement
- Strengthen root cause analysis and initiative pipelines to address recurring issues and executivelevel inquiries
- Promote a culture of safe, inclusive team engagement, development, and accountability
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What This Job Offers
Job Type
Full-time
Career Level
Manager
