Senior Supervisor, Kraken Customer Contact

natgridProd • Webster, MA

5d • $94,000 - $110,000 • Hybrid

About The Position

National Grid is hiring a Senior Supervisor for their Customer Organization supporting Kraken in Northboro MA. This role will initially be fully in-office for the first 6 months, transitioning to a hybrid model requiring 3-4 days in the office per week. The company emphasizes delivering safe and secure energy, connecting people to the energy they need, and shaping the sustainable future of the industry. They aim to anticipate customer needs, reduce energy delivery costs, and pioneer flexible energy systems. National Grid is transforming customer service through innovation, collaboration, and continuous improvement, seeking individuals passionate about developing people, delivering exceptional customer outcomes, and embracing new ways of working. This role offers an opportunity to shape the future organization during a transition to new processes, technologies, and work methods. The Supervisor will have a dual role: building and embedding the future organization while leading a high-performing team daily. They will champion change, support capability development, and foster an inclusive, customer-focused culture. Utilizing data, technology, and insights, they will identify opportunities for performance improvement and operational excellence. Supervisors are frontline people leaders who set the tone for performance and culture, leading their teams in supporting an assigned customer base and taking accountability for team performance, customer satisfaction, and business results. They drive results through visible, values-based behavior, ensure goals are met through clear planning, coaching, and prioritization, and guide teams through daily decisions, balancing customer needs, operational priorities, and performance expectations. Supervisors build strong relationships with their teams, use data and insights for continuous improvement, and create conditions for individuals to learn, grow, and thrive.

Requirements

• High school diploma or equivalent
• Ability to work accurately with numerical information
• Ability to maintain attention to detail
• Must have the ability to work without a need for current or future visa sponsorship.

Responsibilities

• Develop a strong understanding of the Kraken Operating Model and culture, helping translate future-state ways of working into day-to-day team practices.
• Support the implementation of operating rhythms and organizational capabilities that enable successful transformation and long-term operational excellence.
• Lead training, facilitation, and change management activities, including onboarding, capability-building, and leadership development initiatives that support adoption of new ways of working.
• Champion change by engaging employees, reinforcing key messages, and helping teams navigate transition with confidence and clarity.
• Lead and contribute to transformation and continuous improvement initiatives that address business challenges, enhance operational effectiveness, and support strategic objectives.
• Plan and organize workloads, schedules, and resources to meet operational and service requirements.
• Balance competing priorities to ensure work is delivered accurately, on time, and to agreed standards.
• Execute instructions and requests efficiently, taking full ownership for follow-through and outcomes.
• Review the work of others to ensure quality, accuracy, and timeliness, providing guidance when needed.
• Monitor team performance, Service Level targets, and KPIs to ensure delivery, quality, and compliance.
• Use data and insights to identify trends, risks, and gaps, and take timely corrective action.
• Translate performance data into clear priorities and actions for the team, using insights to coach performance and guide day-to-day decisions.
• Ensure work meets internal policies, processes, and external regulatory standards.
• Lead and supervise a diverse team through coaching, feedback, and day-to-day guidance.
• Build supportive, trusting relationships that promote accountability and engagement.
• Address performance issues, including attendance, conduct, and quality standards, in a timely and fair manner.
• Create a coaching-focused environment where feedback is ongoing, expectations are clear, and employees are supported in achieving their goals.
• Develop individual capability through coaching, feedback, and recognition.
• Create a positive team climate that encourages motivation, participation, and initiative, building an inclusive team environment where everyone can contribute.
• Lead and support employees in accordance with collective bargaining agreements, company policies, and established practices where applicable.
• Monitor business processes to identify inefficiencies, risks, or friction points in ways of working.
• Proactively propose and drive practical improvements that enhance efficiency, quality, or service.
• Support the team through change by communicating clearly, reinforcing priorities, and maintaining consistency.
• Manage multiple priorities with discipline, ensuring the team stays focused on what matters most.
• Set clear expectations around responsibilities, performance standards, and ways of working.
• Help the team navigate changing priorities with clarity and confidence.
• Lead the team in diagnosing problems, weighing options, and making customer-focused decisions.
• Guide the team to act with the customer’s best interest in mind when setting daily priorities.
• Operate effectively in situations with ambiguity, using sound judgement when direction or information is incomplete.

Benefits

• Career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED