Operations Manager, Kraken Customer Contact

About us

National Grid is hiring an Operations Manager for Customer organization supporting Kraken, in Northboro MA.  This role will be a fully in office role for the first 6 months where it will transition into a hybrid role with 3-4 days in office.

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

At National Grid, we're transforming the way we serve customers by building a culture rooted in innovation, collaboration, and continuous improvement. We’re looking for those who are passionate about developing people, delivering exceptional customer outcomes, and embracing new ways of working. This role offers a unique opportunity to help stand up a new operating model, shaping the future organization while supporting the transition to new processes, technologies, and ways of working.

As an Operations Manager, you will play a critical role in shaping and embedding the future organization while driving business performance and operational excellence. You will lead and develop high performing teams, champion change, and build capabilities needed for long-term success. By fostering an inclusive, customer-focused culture, you will empower employees to thrive and deliver results. You will identify opportunities to improve how work gets done, remove barriers to performance, and drive sustainable outcomes across the business. 

Operations Managers balance strong operational performance with genuine care and support for their team. They lead their supervisors in supporting an assigned customer base, taking accountability for team performance, customer satisfaction, and business results. They support day-to-day operations while maintaining strategic oversight, ensuring consistent, high-quality service delivery and a strong customer experience. Equally comfortable in the details and zooming out to spot patterns, they use data, judgement, and empathy to drive continuous improvement across people, processes, and performance. They support effective team decision-making and alignment during change.

Operations Managers are hands-on people leaders responsible for the delivery, performance, and continuous improvement of frontline operations. They coach and develop leaders and team members, establishing routines and systems that help teams learn, adapt, and succeed through change, translate business objectives into clear operational plans, and ensure work is delivered safely, efficiently, and in line with regulatory and service standards.

Key Accountabilities

Transformation Leadership

• Develop a strong understanding of the Kraken Operating Model and culture, helping translate future-state ways of working into effective day-to-day operations across the team. 
• Support the implementation of operating rhythms, organizational practices, and capability-building efforts that enable successful transformation and sustained operational performance. 
• Lead training, coaching, and development activities that build employee and leadership capabilities and support the adoption of new ways of working. 
• Champion change by creating alignment, reinforcing key messages, and helping others navigate change with confidence and clarity. 
• Use data and feedback to monitor progress, identify improvement opportunities, and support informed decision-making within the business.

Operational Excellence

• Lead daily operations to ensure consistent, high‑quality service delivery across all channels 
• Own and optimize key operational processes, including billing, forecasting, workforce planning, and scheduling 
• Provide operational leadership for assigned business domains or areas of expertise, driving performance, consistency, and continuous improvement 
• Ensure compliance with regulatory requirements, service level agreements, company policies, and ethical standards 
• Translate business objectives into clear operational plans and staffing strategies, aligning the team on priorities 
• Maintain clarity and composure during high‑volume, high‑pressure, or emergency situations, including business continuity and incident response 
• Promote process excellence and productivity, balancing cost, quality, and customer outcomes  
• Lead effectively through ambiguity, exercising sound judgement and making informed decisions when priorities, requirements or business conditions are evolving

People Leadership & Development

• Coach, mentor, and support frontline team members to drive performance and growth
• Build a strong coaching culture through regular feedback, developmental conversations, and performance coaching that enables continuous improvement 
• Foster a collaborative and inclusive team environment, modeling inclusive behaviors and clearly setting expectations for how the team works together 
• Support talent development through regular feedback, goal setting, and performance conversations
• Partner effectively across teams and, where applicable, manage relationships with unions and key stakeholders
• Create habits and communication practices that help teams learn and adapt during periods of change 

Data & Continuous Improvement 

• Use data and performance metrics to monitor results, drive accountability, and apply analysis to guide team decisions  
• Identify trends, risks, and root causes impacting performance or customer experience 
• Lead and support improvement initiatives, pilots, and projects that enhance efficiency and service quality 
• Champion change by guiding teams through new ways of working and embedding sustainable improvements
• Champion transformation and change by guiding teams through new ways of working and embedding sustainable improvements 

Customer Focus

• Maintain a strong focus on customer satisfaction, service quality, and end‑to‑end experience 
• Partner with internal stakeholders to align operational delivery with customer and business needs 
• Shape team priorities and actions based on customer impact and feedback 
• Ensure customer feedback and performance insights are translated into meaningful action

#LI-SA1

Qualifications

• High school diploma or equivalent, with the ability to work accurately with numerical information and maintain attention to detail.
• 4+ years leading frontline or operational teams 
• Experience with workforce planning, process improvement, or related operational disciplines
• Experience in regulated, unionized, or high‑volume environments is a plus

More Information