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National Grid Lead Program Manager, Community and Customer Management in Albany, New York

About us

National Grid is hiring a Lead Jurisdiction Program Manager for our Community and Customer Management department in Albany, NY.

Everyday we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

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.

To deliver high quality learning experiences that meet clients' technical, regulatory and safety learning needs through a blended learning approach and support the design and development of learning solutions.

Job Purpose

Jurisdiction Program Managers are trusted advisors to customers and stakeholders who develop and maintain relationships with major accounts, key stakeholders, community and municipal leaders, emergency management officials, economic development and other major associations to support customer and company objectives.

Key Accountabilities

  • Develop and manage ongoing strategic relationships with customers and key stakeholders to drive satisfaction with National Grid, which will manifest in support for National Grid initiatives and presence, including rate filings, company asset development projects and strategic plans.

  • Advocate for the “voice of the customer” and mobilize National Grid’s Functional areas – Customer, Operations, Engineering, Design, Network Strategy, Billing, etc. to balance desired outcomes of individual customers with the commercial interests of the company and impact to entire customer base.

  • Respond to and represent stakeholder – generated concerns regarding National Grid policies, actions, services and performance in alignment with regulatory requirements, company policy and commercial interests.

  • Provide technical guidance, support and coaching to customers and communities to establish National Grid as a leader in energy technology, and to share knowledge and develop technical understanding for future utility technologies.

  • On-call responsibilities, including frequent and timely after-hours and weekend response to individual customer/community loss of electricity or natural gas service events.

  • During storms and large-scale emergencies fulfill a critical role collaborating with the Customer, Operations, Emergency Management and Strategic Communications to enable National Grid to demonstrate superior responsiveness to customers and communities we serve. To include support for outage restoration communication with government Emergency Operating Centers and other requirements of the Company’s Emergency Response Plans.

  • Following workplace safety requirements and company ethics compliance

  • Representing the company to targeted business and professional organizations


  • A minimum of 7 years’ experience in Engineering or Energy Technology, Energy Utility Operations, Utility Project Management, Facilities Energy Management, Utility Account Management or Business Management. Customer/Stakeholder/Government relations experience preferred. College degree preferred.

  • Demonstrated ability to give directions and/or clear reasons and rationales to National Grid’s customers and key stakeholders.

  • Ability to communicate vision and engage customers and stakeholders in strategic planning activities

  • Demonstrates strong communication and interpersonal skills with the ability to effectively identify customer needs and explore solutions

  • Strong negotiation and leadership skills and the ability to make independent decisions

  • Strong written and verbal communications skills including proposals and presentations

  • Ability to effectively manage projects/initiatives through various stages and milestones

  • Knowledge of, utility rate structures, billing concepts, electric and gas distribution assets and utility policies and procedures.

  • Knowledge of business and computer applications and an understanding of business finance, engineering and technical concepts

More Information

This position has a 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. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

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.