US Director, UK Senior Manager, Customer Meter Services

About us National Grid is hiring a Director of Electric Customer Meter Services (CMS) to lead electric metering operations in Massachusetts. This is a hybrid position and regular travel across National Grid’s Massachusetts service territory is required. 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 businessJob Purpose The Director of Electric CMS leads a front-line represented and management team accountable for the safe, reliable, and cost-effective delivery of electric metering operations, including meter installation, maintenance, testing, exchanges, investigations, and related customer field services. In addition, the role oversees meter lab operations, including meter inventory, testing, calibration, certification, equipment compliance, and quality controls necessary to ensure metering accuracy, regulatory adherence, and billing integrity Key Accountabilities Lead electric customer meter services across the region, ensuring meter installation, maintenance, testing, exchanges, field investigations, and related customer work are completed safely, efficiently, and in accordance with company and regulatory requirements. Oversee meter lab operations, including meter testing, calibration, certification, equipment compliance, and quality controls to ensure metering accuracy, regulatory adherence, and billing integrity. Set the strategic direction, priorities, and performance expectations for CMS operations, balancing safety, customer experience, operational excellence, workforce capability, and cost performance. Oversee daily execution and long-term planning for meter field operations, workload management, emergency response support, and service restoration activities as they relate to customer meter services. Drive compliance with applicable federal, state, and local regulations, internal policies, meter testing standards, revenue protection practices, and audit requirements to protect customers, employees, and the business. Partner with Customer, Engineering, IT, Finance and Regulatory stakeholders to improve metering processes, support grid modernization, perform collections and AMI-related initiatives, and deliver reliable meter data and customer outcomes. Develop and manage budgets, productivity plans, and performance metrics for CMS, using data and continuous improvement practices to enhance service quality, workforce effectiveness, and overall business results. Qualifications Bachelor’s degree preferred in engineering, business, operations management, or a related discipline. 3 years progressive leadership experience in utility operations, electric metering, field services, customer operations, or a similarly complex operational environment required Proven leadership experience directing managers, supervisors, field employees in a unionized or similarly complex operating environment, with a strong focus on safety, accountability, and performance. Strong interpersonal and influencing skills with the ability to build credibility across business and senior leadership teams to drive alignment and results. Demonstrated success leading organizational change, workforce engagement, and performance improvement initiatives across geographically dispersed teams. Excellent written and verbal communication skills, with the ability to present operational priorities, risks, and performance insights clearly. Strong knowledge of electric metering operations, customer field services, meter asset lifecycle activities, and the operational practices required to support safe, accurate, and timely service delivery. Understanding of utility safety requirements, applicable regulatory and compliance expectations, and the controls needed to support meter accuracy, billing integrity, and revenue protection. Experience leading through data and performance metrics, including productivity, quality, customer, financial, and workforce measures, to identify trends, manage risk, and improve results. Knowledge of budgeting, resource planning, and continuous improvement methods to optimize field execution, service quality, and cost performance. Demonstrated ability to lead cross-functional initiatives involving operations, customer, engineering, digital, and regulatory teams, including support for metering modernization and process transformation. Strong customer and commercial mindset, with a commitment to balancing employee safety, customer experience, reliability, compliance, and efficient business performance. More Information #LI-ES1Salary $211,000 - $248,000 a year National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144. 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. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience. National Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans. Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.