Manager (Process and Performance Improvement), Continuous Improvement

National Grid•Syracuse, NY

10d•Hybrid

About The Position

National Grid is hiring a Manager – Process and Performance Improvement for a hybrid role involving 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 the team responsible for shaping and coordinating the end-to-end Meter-to-Cash strategy across Customer and Operations. The role establishes the strategic direction, governance, priorities, and multi-year improvement roadmap for the Meter-to-Cash value chain. It uses customer, process, performance, financial, and regulatory insights to inform decisions; develops team capability; and creates accountability across organizational boundaries. Working with senior leaders and process owners, the Manager connects strategy to execution, influences investment and resource decisions, and ensures initiatives deliver measurable improvements in customer outcomes, operational effectiveness, controls, and value.

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

An 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 thought leadership, constructive challenges, and recommendations to senior leaders on 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, Transformation, and other functions to align strategy, delivery plans, resources, and benefits.
Influence business cases, investment decisions, and solution designs to 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; 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.