Senior Program Manager, MA Energy Efficiency

About us

National Grid is hiring a Senior Program Manager for our MA Residential Energy Efficiency department in Waltham, MA.  This role requires in office presence on Tuesdays every week. 

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

National Grid is committed to delivering safe, reliable products and services that support State energy goals and initiatives.  This role is part of our Residential Customer Delivery Team and is primarily focused on managing the implementation of our nation-leading energy efficiency program products and services branded under Mass Save®.

This position collaborates with internal and external stakeholders to improve customer satisfaction, increase program productivity, and enhance processes through best practices and market-driven strategies.  A successful candidate will have a proven track record of analyzing, managing, and delivering on program-based targets and budgets, while also demonstrating strong collaboration and communication capabilities.

Key Accountabilities

• Develop and deliver on Key Performance Indicators (KPI’s) and reporting requirements including but not limited to program costs, customer benefits, vendor performance, greenhouse gas reductions, customer participation, measure penetration, earnings adjustments, and cycle time for energy efficiency / electrification measure installation. Modify program procedures to achieve approved targets.
• Manage approved program budgets by developing sales forecasts and reporting on actuals against targets.  
• Vendor Management:
  • Manage the day-to-day relationship with vendors and other external service providers, including effective negotiation, interpretation, and application of established contractual agreements and/or service level agreements.
  • Review and approve vendor invoices and submit accruals and other program information to ensure the integrity of financial reports. Manage multiple, related purchase orders.
  • Monitor program trends and insights from vendors, stakeholders and customers to determine program drivers. Collaborate with internal and external partners to adjust program delivery practices to ensure best-in-class programs.
  • Managing and motivating vendor and contractor relationships through innovative and stretching metrics.
• Monitor program trends and insights from vendors, stakeholders and customers to determine program drivers. Collaborate with internal and external partners to adjust program delivery practices to ensure best-in-class programs.
• Ensure customer satisfaction within program guidelines and own problem solving of customer escalations and customer journey improvements.
• Create and maintain mutually beneficial partnerships with key vendors and organizations to achieve desired results in support of state energy and climate goals.
• Support, review and provide feedback on primary data and secondary research that analyzes energy efficiency trends, new measure development and/or new approaches to meet and define performance targets. Assist with ad hoc program information requests from regulators and other internal/external stakeholders.
• Coordinate with the National Grid Marketing team and other stakeholders to support the execution of outreach strategies, including the development of program materials, an annual Marketing plan, and events and collateral targeting specific marketing channels to drive customer action and achievement of program goals.
• Coordinate with the National Grid procurement team and program vendors to develop appropriate scopes of work, contract terms, and conditions that are consistent with the Company’s regulated activities and all applicable laws.
• Collaborate with IS/IT and web support teams to maintain relevant tracking systems.
• Develop and present guidance to internal teams and external partners on energy efficiency offerings, customer eligibility, and program goals and procedures.
• Participate in joint utility statewide meetings and adapt best practices to ensure a consistent customer experience across service territories.
• Ensure program delivery meets compliance, audit, ethics, finance and regulatory requirements.
• Deliver high quality work with adherence to internal and external deadlines.
• Develop and maintain a solid understanding of the business by staying abreast of business trends and learning and sharing best practices.
• Develop and maintain a technical understanding of energy efficiency measures and services that apply to programs, technologies and properties.

Qualifications

• Bachelor’s degree in Business, Marketing, Economics, Accounting, Engineering, Urban Planning, Sustainability or related field is required
• A minimum of 2 years successful experience managing customer-focused programs is required
• BA-T, BA-P, Energy Auditor, Quality Control Inspector, CEM, BEP, EEP, or CEA certifications are highly desirable
• Demonstrated skills in the use of relevant software, e.g., Microsoft Office Suite (Excel, Word, PowerPoint, SharePoint) along with the ability and willingness to learn other programs and applications such as but not limited to Salesforce, PowerBI, and SAP.
• Experience in energy efficiency program management, energy management, and/or regulatory and environmental policy is highly desirable.
• Ability to gain knowledge of relevant industry practices, trends, and legislation on an ongoing basis.
• Valid driver's license

Capability Requirements

• Proven analytical capabilities and attention to detail.
• Critical thinking and the ability to organize information (quantitative and qualitative).
• Strong collaboration and communication skills.
• Ability to adapt and tailor approaches to wide variety of audiences.
• Some travel may be required. At least one day in office per week is required (Tuesday), primarily out of Waltham, MA.