Manager (Process and Performance Improvement), Continuous Improvement

natgridProd•City of Syracuse, NY

11d•$127,000 - $179,000•Hybrid

About The Position

National Grid is hiring a Manager – Process and Performance Improvement in a hybrid role that includes about 25% local travel to its New York and Massachusetts offices to meet with internal stakeholders. The Manager, Meter-to-Cash (M2C) Process Strategy, reports to the Director of Customer Process and leads a team responsible for shaping and coordinating the end-to-end Meter-to-Cash strategy across Customer and Operations. The role establishes strategic direction, governance, priorities, and a multi-year improvement roadmap for the Meter-to-Cash value chain. It uses customer, process, performance, financial, and regulatory insights to inform decisions, connect strategy to execution, influence investment and resource decisions, and ensure initiatives produce measurable improvements in customer outcomes, operational effectiveness, controls, and value. The Manager develops team capability, oversees strategic analysis, and fosters accountability across organizational boundaries. National Grid delivers energy to homes, communities, and businesses and is focused on reducing energy-delivery costs and developing flexible energy systems for the future. The position offers a career path with advancement opportunities within and across bands. Salary ranges vary by location: UNY, $127,000–$149,000; DNY, $153,000–$179,000; and MA, $142,000–$167,000 per year. National Grid will not provide visa sponsorship now or in the future; candidates must be able to work without current or future visa sponsorship.

Requirements

Bachelor’s degree, preferably in engineering, finance, business, a technical discipline, or equivalent professional experience.
Typically, a minimum of 8–10 years of progressive experience in areas including process strategy, operational excellence, transformation, program management, or business analysis.
Ability to influence senior leaders, build strategic relationships, resolve ambiguity, and align stakeholders without relying solely on formal authority.
Experience leading governance forums, trade-off discussions, portfolio prioritization, strategic planning, and benefits realization.
Excellent executive communication, facilitation, presentation, and written storytelling skills.
Ability to work without current or future visa sponsorship.

Nice To Haves

Advanced degree or relevant certification.
Experience in utilities, regulated industries, customer operations, billing, collections, or Meter-to-Cash.

Responsibilities

Lead, coach, and develop a team responsible for Meter-to-Cash process strategy, analysis, governance, and portfolio coordination; set objectives, manage performance, and build future-ready capability.
Develop and refine the end-to-end Meter-to-Cash strategy, translating customer and business priorities into an outcome-based multi-year roadmap.
Provide senior leaders with thought leadership, constructive challenges, and recommendations concerning process performance, strategic choices, investment priorities, and emerging risks.
Maintain a comprehensive view of the Meter-to-Cash value chain, including process boundaries, dependencies, handoffs, controls, pain points, performance measures, and accountable owners.
Direct analysis of customer, operational, financial, and regulatory performance to identify root causes, systemic issues, and high-value improvement opportunities.
Develop and manage an integrated portfolio and pipeline of Meter-to-Cash initiatives aligned with annual planning, Customer Strategy, transformation priorities, and available capacity.
Lead cross-functional governance and decision forums to confirm ownership, prioritize work, resolve gaps, manage dependencies, escalate barriers, and hold stakeholders accountable for outcomes.
Build partnerships with process owners and stakeholders across Operations, Performance, Technology, Finance, Regulatory, and Transformation to align strategy, delivery plans, resources, and benefits.
Influence business cases, investment decisions, and solution designs so changes address root causes, support the end-to-end strategy, and deliver measurable customer and business value.
Oversee executive-level scorecards, recommendations, roadmaps, and narratives communicating performance, risks, trade-offs, decisions, and progress.
Track portfolio outcomes, benefits, milestones, dependencies, and risks; intervene, facilitate trade-off decisions, and recommend corrective action when delivery or performance is off track.
Champion innovation, continuous improvement, standardization, automation, and scalable practices to improve billing accuracy, timeliness, collections, customer experience, and operational efficiency.