Program Manager (Senior) Community & Customer Management

NATIONAL GRID CO USA (NE POWER) - Melville, NY (30+ days ago)3.9



Job Purpose:
Develop and maintain relationships withmajor accounts, key stakeholders, community and municipal leaders,, economicdevelopment and other major associationsto enhance National Grid’s reputation within the jurisdiction. Leveragerelationships within the jurisdiction in order to create third party advocatesfor National Grid in the regulatory, policy and political arenas.

Entities with which the Program Manager, Community& Customer Management interact with to influence policy include strategic customers, electedofficials, town administrators, Chambers of Commerce, economic developmentagencies,community based organizations, local development councils andbusiness associations.

Developand manage ongoing strategic relationships with key stakeholders and customersin order to gain support for favorable rate case outcomes and enhance NationalGrid’s image with regulators and government officials. Responsible to manage a specific regional customer account list and handle all billing, operational and customer related issues.
Advocate for the“voice of the customer” and mobilize National Grid’s Functional areas –Customer, Operations, Network Strategy, etc – to provide timely and appropriateresponses to identified customer or community needs to increase business tobusiness alignment and customer satisfaction.
Develop relationshipswith key customer and community organizations that lead to strategicpartnerships that align with corporate objectives (e.g. Smart Grid,Sustainability, Connect 21, Reforming the Energy Vision).
Provide technicalguidance, support and coaching to customers and communities so as to establishNational Grid as a leader in energy technology, and to share knowledge anddevelop technical understanding for future utility technologies, e.g.renewables, electric vehicles, CNG, demand response, etc.
Play critical supportrole to the Directors, Community & Customer Management by interfacing withthe Customer, Operations, and Media Relations Functions to enable National Gridto demonstrate superior customer service in the politically sensitive matter ofemergency response communications.
Provides criticalsupport for outage restoration communication with government EmergencyOperating Centers as per the Electric Emergency Response Plan.
Support theStakeholder management group (gas), along with identified key distributioncommunications in advance of major infrastructure upgrades in order to managecommunity and business owner expectations and demonstrate superior customerservice.
Accountable for theaccount and regional planning in the territory to ensure all market and accountneeds are considered and all National Grid resources are brought to bear toaddress these needs.
Actively representthe company in industry and trade associations to enhance the company profile.
Attend meetings andactivities, inclusive of business, trade and, as required, City/Town/VillageBoard sessions outside of normal business hours when necessary and make publicpresentations as required.
Seek market feedbackwith respect to large customer expansions, major developments and municipalinfrastructure planning to establish synergies with Company asset planning.


Knowledge & Experience Requirements:
Bachelor’s Degree in business, marketing, public relations, communications, finance, economics, political science or engineering.
Minimum of three-five years + experience in government affairs, public policy, communications, strategic planning or related fields.
Working knowledge of the business community in New York City and Long Island .The ability to utilize the strengths of the region to meet the Company’s strategic goals.
Theoretical knowledge and understanding of National Grid’s policies and processes and how to apply them effectively.
Ability to grasp complex issues and explain them to policy makers, media, elected officials, the public and senior management.
Understands the importance of procedures and standards of working and demonstrates the ability to give directions or demonstrations with clear reasons and rationales.
Experience with gas and electric structures, gas and electric distribution systems, energy efficiency management/conservation programs and climate change initiatives.
Demonstrates the ability to interpret information and analyze relationships among several parts of a problem or situation in order to clearly articulate the findings and anticipates obstacles and thinks ahead about next steps.
Ability to build and maintain a widely recognized reputation as a community leader in order to represent the company on a number of issues that may impact the community.
Requires the ability to think from first principles and demonstrates ability to challenge processes and use knowledge or trends to look at current situations.
Makes self fully available for the customer, especially when they are going through a critical period. Demonstrates an energetic and enthusiastic manner and the ability to add value to the customer.

Job Dimensions:
Interaction with elected officials and their staff at all levels of both state and local government and relaying pertinent information to the Director as necessary.

This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that 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

:Community & Cust Mgmt NY
Primary Location
:Community & Cust Mgmt NY
Job Posting
:Aug 14, 2018, 1:57:12 PM
Unposting Date
:Aug 22, 2018, 3:59:00 AM