Program Manager, Customer Management in Waltham, Massachusetts | DiversityInc Careers
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Program Manager, Customer Management

Description About the Position: The Gas Business Enablement project is a major long-term investment in our US gas business to enhance compliance, improve customer service, rate case strategy and performance. This newly created project will be a significant undertaking for the business as we standardize and simplify our operational processes, upgrade the technical systems they run on, build on our compliance programs in a rapidly changing external environment, develop and enhance how we use technology in the field and ensure we have the right talent and resource plans to successfully deliver to our customers. In this position, the focus of activities will be on the Customer end-to-end process. The role will be guided and take immediate direction from the Director, Customer Management. Position Responsibilities (including but not limited to): The primary responsibility of this role is to assist the functional business areas in the standardization of legacy processes across the US gas business and support the implementation of new ways of working in the future business. Other responsibilities include: Deliver results that are in line with expectations and customer/business objectives. Foster a culture of innovation in the end to end process design, challenge existing processes, technologies and systems to continuously seek ways to do things better in order to achieve business/project objectives and drive greater efficiencies for the business. Champion change across the business and within the process, managing operational and organizational change for business excellence and growth, as well as engaging others in new ways of working, innovation and performance to enhance value and commitment. Engage effectively with the business, building sustainable relationships. Analyze and design new business processes. Work with the business architect and other planners to assess current capabilities and identify customer requirements. Work with the other team members and business to define metrics and performance goals. Serve as a resource for the change enablement team as they evaluate training and performance support needs and design the training and performance support products. Lead all tactical activities related to the customer process roadmap as directed by the Director, Customer. Qualifications Knowledge and Experience Required: Understanding of data driven analytical and problem solving techniques, drawing out key messages from complex data sets, ideally applied in a process/performance monitoring environment. Preferred understanding of the energy sector, policy, procedures, regulatory issues and long term internal/external influences (governmental, regulatory, communities, employee relations, media, agencies…). Sufficient knowledge and experience of one of the key business functions to be able to demonstrate credibility whilst working closely with business function experts, holding others to account and challenging ways of working. Wide ranging knowledge of relevant project management methods and significant experience managing project teams with cross-function projects for a large, complex organization, enabling teams to operate innovatively, effectively and efficiently. Supervisory / managerial experience together with effective communication skills in order to work with business and support functions to re-design business processes. Track record of developing successful, long-lasting relationships across the business to drive forward change initiatives. Process Improvement Experience or understanding of LEAN techniques Identify and manage project risks and issues that impact project progress. Experience working with detailed plans to track project performance and assure timely completion and achievement of project deliverables. Relationship Skills Excellent interpersonal skills Passionate about customer experience and helping the team to achieve its vision Confident and able to challenge behaviors and issues Stakeholder Management Ability to identify, understand, and prioritize stakeholders Ability to build, monitor, sustain stakeholder engagement and correct when necessary Qualifications Required Bachelor’s Degree 5-7 years minimum Job Related Equivalent Experience Six Sigma and / or LEAN trained (desirable) Travel Travel is required for this position within the State of Mass, NY and RI. Job Dimensions: Direct internal team, supervise & direct consultant activities, collaborate and lead business stakeholder and manage large scale projects. Direct Employees: TBD Indirect Employees: TBD Budget: TBD National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team. Job : Gas Enablement Primary Location : MA-Waltham Organisation : Gas Enablement Schedule : Full-time Job Posting : Apr 12, 2018, 5:22:58 PM Unposting Date : Apr 13, 2018, 3:59:00 AMAdvertisement