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National Grid Product Operations Manager, Agile and Digital Delivery in Waltham, Massachusetts

About us

National Grid is hiring a Product Operations Manager for our Agile and Digital Product team in Waltham, MA and could also be located in New York, NY.

Every day 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.

Job Purpose

The Product Operations Manager will partner with Product leadership to influence, facilitate, and govern the intake, prioritization, and valuation processes defined by our Product Operating Model. The Product Operating Model uses Scaled Agile methodology with a Digital first mindset to deliver outcomes that will delight out customers. They will work across engineering, design and product management to empower Engineers, Designers and PM’s to answer complex business questions using data, identify strategic opportunities to improve how we plan and organize ourselves, create smooth internal processes and measure success.

This role acts as an independent impartial partner & advisor to Digital delivery owners and stakeholders driving consistency in valuation methodologies and integrity to established workflow processes while ensuring all submitted business outcomes, KPI’s, and financial returns are consistent with the established NG financial and Product Operating Model principles. This role will be embedded into the Product Team, matrix managed via the PMO to ensure consistent application of the methods and standards of the Product Operating Model.

Key Accountabilities

  • Define and govern use of standard practices, processes and templates across intake, valuation and governance of all Portfolios & Products

  • Drive continuous improvement activities that increase efficiency across workflows & governance processes

  • Foster communication and flow of portfolio information to drive transparency, effective planning and sound business decisions

  • Facilitation & support of the key events as specified in the Product Operating Model

  • Meet with Product Leaders to understand current states of their businesses and identify areas for improvement

  • Drive interaction & collaboration that review Product performance against committed outcomes and recommend proposed shifts in investments if outcomes are not being realized

  • Ensure accurate, timely & complete financial, resourcing metrics, & data is available for reporting

  • Ensure integrity of submitted business case against defined financial and investment principles

  • Govern and “challenge” non-compliance to established processes, practices and guidelines as established by the Product Operating Model

  • Identify product operations inefficiencies and plan to resolve them

  • Measure and recommend capacity constraints as a function of demand and investment profiles

  • Measure and report attainment to committed business outcomes, OKRs, KPI’s and return on investment, for review per standardized Product Portfolio Events

  • Identify likely root causes for key product health gaps and present recommendations

Supervisory/Interpersonal- Experience Required

  • Ability to adapt influencing and negotiating approach and considers what is important to different audiences to form effective relationships with internal and external stakeholders, and ensure a win-win outcome for all parties.

  • Ability to promote team effectiveness by soliciting input from team members, communicating expectations of the team and delegating responsibilities while providing support and structure to create cohesive, motivated, and empowered customer communications team.

  • Ability to leverage networks: actively build and maintain a network of relationships, outside normal business contacts, collaborating and coordination amongst a number of business and technical groups.


  • Bachelor's degree in related discipline, preferably in marketing/communications, and/or a professional qualification in marketing/communications

  • Minimum 7 years of working in website operations, marketing, customer and/or user experience and with on-line communications channels and tools to support the delivery of effective digital operations

  • Understanding/Experience in Product/SAFe/Agile Methodologies

  • Customer/Product Orientation

  • Facilitation skills & driving to outcomes

  • Leadership that focuses on team performance & team/squad health.

  • Financial acumen; strong analytical skills, including an understanding of business economics and financial resources

  • Ability to identify & implement analytics/KPI’s to drive insight into action.

  • Optimizes work processes; nimble Lean thinking to drive change that enables efficiencies and drives growth

  • Proven track record of enabling business success by developing and maturing partnerships, internally and externally.

  • Entrepreneurial- Taking responsibility for making progress and getting results in a highly ambiguous situation where there are no clear answers or no single right way to proceed.

  • You can translate complex data into simple insights and communicate them effectively

  • You are methodical in your routine and pride yourself in the accuracy of your work

  • You can adapt to rapidly-changing environments and work with cross-functional teams

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.