Manager, Customer Advocates NE

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National Grid is hiring a Customer Advocates Manager for New England, based in Northborough, MA.

This is a Hybrid Role - Must live within a commutable distance to our locations

The Manager for the Customer Advocate team, within the Customer Advocacy & Success team, will lead a team of eight Customer Advocates in Massachusetts, focusing on supporting National Grid's most vulnerable customers (Low-to-Moderate Income and Environmental Justice Communities). The team develops targeted strategies for increasing the customers knowledge and access to assistance programs via customer facing events. This team is pivotal in fostering relationships with external support agencies and advocacy groups, driving awareness and engagement with programs that help income-eligible customers manage their energy costs. The Manager serves as the internal voice for these customers; leading the team in working cross functionally to ensure vulnerable customers needs are reflected in company strategies and offerings. Additionally, the manager will be responsible for: creating short and long-term outreach strategies, managing stakeholder relationships, supporting rate case filings related to outreach and assistance programs, partnering with marketing on creating educational handouts, and tracking the effectiveness of energy savings events for customers.

• Represent the interests and perspectives of income-eligible customers within National Grid to internal and external stakeholders.
• Develop a targeted outreach strategy for the team and new key performance indicators.
• Manage relationships with Community Action Program (CAP) Agencies and conduct annual training sessions on National Grid programs.
• Participate in internal and external meetings related to low-income customer support, including: LIHEAP Advisory Group (quarterly); NEUAC and LIHEAP Action Day in Washington, DC; Low
• Income Energy Issues Forum (LIEIF); Weekly Customer Impacts & Communications Alignment meetings
• Ensure timely and effective response to referrals from internal and external sources (email, vendors, call center, field teams).
• Manage the team calendar of Energy Saving events and webinars.
• Identify new channels and partnerships to engage income-eligible customers.

Required:

• Bachelor's degree in social work, business administration, or related field and 3+ years of experience as a leader managing a team.
• Ability to communicate (both verbally and written) clearly and effectively with internal and external stakeholders.
• Substantial experience in customer advocacy, community outreach, or social services.
• Strong leadership and relationship-building skills.
• Ability to manage multiple priorities and stakeholders effectively.

Preferred:

• Familiarity with LIHEAP, CAP Agencies, and other low-income energy assistance programs.
• Experience working with vulnerable populations.

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