Lead Program Manager; Community and Customer Mgmt), Customer Management and Engagement

Lead Program Manager (Community and Customer Mgmt), Customer Management and Engagement
About us

National Grid is hiring an Lead Program Manager, for our Syracuse, NY office. This is a Hybrid Role with some days in office and some remote.

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.

The Lead Program Manager, Customer Connections is responsible for the contract administration and cost reporting of customer-funded infrastructure projects associated with large customer connections. This role partners closely with Project Management, Legal, Finance, Regulatory, Economic Development and Account Management teams to ensure Cost Reimbursement Agreements (CRAs) are effectively developed, administered, and executed, reimbursable project costs are accurately tracked and recovered, and contractual obligations are fulfilled throughout the project lifecycle.

The position plays a critical role in providing customers and internal stakeholders with transparency into project costs, maintaining compliance with customer agreements, supporting customer billing and reporting requirements, mitigating cost recovery risks, and enabling the successful delivery of strategic customer projects and economic development initiatives.

This role supports some of National Grid’s largest customer-funded infrastructure investments, including major economic development and large-load customer projects, ensuring contractual compliance, effective cost recovery, and transparent financial reporting throughout project execution.

Cost Reimbursement Agreement Administration

• Lead and coordinate the development, review, execution, and administration of Cost Reimbursement Agreements and other customer-funded construction agreements supporting large customer connection projects.
• Serve as a primary point of coordination for CRA governance, ensuring contractual requirements, obligations, milestones, and customer commitments are clearly understood and executed by the appropriate internal and external stakeholders.
• Partner with Legal and Project Management to support contract amendments, supplemental funding requirements, and other changes affecting customer or company obligations.

Customer Reimbursable Cost Reporting and Notices

• Review, analyze, validate, and monitor reimbursable project costs to ensure expenditures are appropriately documented, allocated, and recoverable in accordance with contractual agreements, applicable tariff requirements, and company policies.
• Prepare and coordinate required customer cost reports under Cost Reimbursement Agreements, providing detailed summaries of actual project expenditures.
• Partner with Project Management to monitor project expenditures, prepare project overage notifications and develop detailed cost breakdowns, supporting documentation, and financial justifications for additional expenses and required customer payments.

Customer Invoicing, and Payment Oversight

• Track customer funding commitments, invoicing activity, required payments, payment collections, and outstanding balances associated with reimbursable infrastructure projects.
• Coordinate timely invoicing and…