Manager, Residential Customer Gas Connections

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National Grid is hiring a Manager, Residential Customer Gas Connections, in Waltham, MA.

This is a Hybrid Role - Must live within a commutable distance to our locations

Job Purpose

Lead and provide direction to the  MA Residential Gas Connections team that manages customer applications for new and modified service from intake through gas activation.  Team includes Representatives and Analyst who perform job ownership and  project oversight from intake to install.

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, both ourselves and our business.

Key Accountabilities

• Oversee the development of  MA Residential  Customer Connections capital plans annually with Investment Planning, Resource Planning and Gas Load Forecasting teams.
• Work collaboratively with teams in the Gas Engineering and Operations area to meet or exceed customer expectations associated with their connection’s requests, and manage customer escalations.
• Key metrics associated with meeting customer expectations are:  Achievement of Capital Plan for Gas main and services, Target Date Achievement and/or Need Date Attainment and Customer Field Tracker Survey
• Provide strategic input and data to Customer Product Growth, Customer Solutions and Customer Digital teams to innovate new products and programs that limit customer gas demand (e.g. Energy Efficient Connections) and improve the customer experience (e.g. future Gas Connections Portal)
• Provide strategic input and work with Customer Solutions team to assist in delivering non pipeline alternative goals.
• Build relationships with leadership on the following National Grid teams:   Resource Planning/Coordination, Construction, CMS, Investment Planning, Legal/Regulatory, Future of Gas, Engineering, Customer and Community, Customer Solutions NE to help deliver on our customers’ gas connections needs. 
• Build relationships with external stakeholders such as builders associations, plumber associations and peer utilities.
• Motivate staff through coaching, mentoring and rewards to obtain optimal performance.
• Oversee cross training for staff to prepare them to assist customers in an ever-changing energy environment 

Supervisory Experience

• Proven influencing skills, able to influence at senior levels, internally and externally.
• Promotes team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure.

Qualifications

• BA/BS degree or equivalent experience required; Advanced degree a plus:  5+ years of in-depth, relevant experience  in customer related services.
• Exceptional interpersonal skills and the ability to provide positive influence in the customer arena as well as facilitate the resolution of internal and external conflicts.
• Must possess strong management skills, excellent verbal and written communication skills and the ability to write reports and develop presentations for senior management as required.
• Must possess superior business skills to interact with senior management level executives of external customers in business settings to build strong partnerships with these key stakeholders.
• Significant project management and influencing skills
• Sound understanding of key business drivers and the external competitive environment.
• Superior knowledge of trends, practices and policies affecting the industry and business.
• Ability to stay current with developments in the fast-moving utilities marketplace, anticipate future customer needs and recommend appropriate action.
• Understand the changing energy environment in which the Company will be operating and be able to strategically plan for and position the company for future business challenges and opportunities.
• Knowledge of how customers use and manage energy, including the use and applicability of alternative energy sources; applicable tariff codes, governmental regulations and energy conservation.

More Information

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