Customer Care Operations and Training Specialist

Badger Meter•Milwaukee, WI

About The Position

At Badger Meter, we're more than a leading global water technology company - we're innovators with a mission: to preserve and protect the world's most precious resource. For over 120 years, our trusted solutions have enabled our customers to optimize the delivery and use of water, maximize revenue and reduce waste. Every employee at Badger Meter is an important part of our success. Here, your work doesn't just move a business forward - it shapes a more sustainable future. We are committed to building a workplace where we celebrate differences, empower voices, and encourage fresh ideas that drive innovation. When you join us, you'll find: Purpose-driven work that makes a real difference in communities around the globe. Career growth and development opportunities designed to help you achieve your potential. A supportive, inclusive culture where collaboration and creativity thrive. Be part of something bigger. At Badger Meter, your contributions will ripple far beyond the workplace - creating lasting change for people and the planet. JOB SUMMARY The Customer Care Operations & Technical Training Specialist is responsible for enabling Customer Care and Technical Support teams through clear communication, effective technical training and documentation, and strong operational coordination, with a key focus on incident management communication and response enablement. This role: Supports the development, execution, and continuous improvement of incident management processes, including internal communication, notifications, and coordination across teams during service-impacting events. Ensures training, communication, and operational guidance support compliance with internal standards, contractual obligations, and service requirements for Customer Care Operations. Requires a strong ability to work directly with engineers, system owners, and technical subject-matter experts to extract undocumented knowledge, clarify decision logic, and translate complex technical information into practical training materials and operational guidance. Ensures Customer Care teams are informed, prepared, and aligned during incidents through clear training, repeatable workflows, and timely communication. The ideal candidate is a self-directed, multi-skilled professional who can independently run initiatives from concept through completion, manage timelines, coordinate resources, and operate effectively across technical and non-technical teams independently.

Requirements

3+ years of experience in technical training, Customer Care operations, Technical Support enablement, or operational training roles.
Experience running projects or initiatives end-to-end (formal project management certification a plus but not required).
Strong facilitation, listening, and interpersonal communication skills.
Ability to simplify complex technical concepts into practical, understandable content.
Highly organized, action-oriented, and comfortable operating independently.
Strong cross-functional collaboration skills.

Nice To Haves

Associate’s Degree preferred
Bachelor’s Degree preferred in Communications, Computer Science, Information Systems, Technical Training, or a related field.
Incident management and communication experience preferred.
Salesforce knowledge strongly preferred.
Experience with training platforms, video creation tools (e.g., Camtasia), and collaboration platforms.
Demonstrated ability to interview technical subject-matter experts and extract actionable information.

Responsibilities

Technical Training & Enablement Design, deliver, and maintain training programs for Customer Care and Technical Support teams.
Translate technical systems, tools, and workflows into clear, engaging training content.
Utilize multiple training formats including live training, recorded sessions, video-based learning, job aids, and online training platforms.
Support onboarding and continuous enablement with updated, accessible training materials.
Partner with subject-matter experts to ensure training reflects real-world use cases.
Incident Management Enablement & Internal Communication Design, implement, and evolve incident management communication workflows where formal processes and training do not currently exist.
Establish clear standards for internal notifications, escalation paths, roles, and communication expectations during service-impacting events.
Partner with Technical Support, Engineering, IT, Operations, Production, and leadership to define and document how incident communication should function, without serving as the owner of live incident response.
Develop and deliver training to ensure Customer Care teams understand when, how, and through which channels to communicate during incidents.
Ensure incident communication processes are repeatable, scalable, and aligned with internal standards, service requirements, and compliance expectations.
Support the administration, configuration, updates, and ongoing maintenance of the incident management platform, coordinating with IT and/or third-party vendors as needed.
Operational Standards & Quality Enablement Create and maintain operational documentation that directly supports training, day-to-day execution, and incident response.
Ensure training materials and operational guidance clearly explain: The systems, tools, and services Customer Care teams’ support The expected workflows, decision paths, and handoffs for daily work and incident scenarios The standards for accuracy, consistency, and quality in execution
Keep materials current, easy to access, and clearly versioned across internal platforms such as SharePoint, online training tools, and knowledge bases.
Support the development and maintenance of knowledge base content, including content used for internal self-service and AI-driven support tools.
Continuously improve documentation and guidance based on feedback, operational changes, and identified gaps.
Cross-Functional Knowledge Extraction & Collaboration Meet with engineers, technical specialists, and system owners to extract undocumented knowledge and workflows.
Engage subject-matter experts through thoughtful questioning to capture implicit knowledge and operational understanding.
Translate complex technical input from subject-matter experts into clear, actionable guidance for Customer Care teams.
Synthesize fragmented or complex information into clear training, documentation, and communication outputs.
Build trust with technical teams to become a go-to partner for capturing and sharing operational knowledge.
Project Execution & Operational Coordination Lead operational initiatives from concept through implementation, ensuring objectives, scope, and timelines are clearly defined.
Coordinate cross-functional stakeholders and resources to drive progress and resolve dependencies.
Monitor execution, track milestones, and ensure deliverables are completed on time and to expectation.
Provide status updates and follow-through without requiring close supervision or day-to-day direction.
Operational Compliance & Standards Develop and maintain training materials and operational guidance that support compliance with internal standards, service requirements, and contractual obligations.
Ensure Customer Care teams are trained on required processes and understand expectations during normal operations and incident scenarios.
Partner with leadership, Legal, Quality, IT, Operations and Engineering as needed to ensure materials remain accurate and compliant as processes evolve.
Support audit requests related to Customer Care operations by providing documentation, training records, and process explanations when required.
Continuous Improvement Identify gaps in training, communication, and operational processes.
Use feedback, metrics, and observation to drive improvements.
Partner with leadership to evolve Customer Care enablement strategies.
Customer Care Operational Support & Overflow Coverage Support broader Customer Care operational needs during overflow periods, peak volumes, or resource constraints, beyond Technical Support–specific responsibilities.
Provide training, guidance, and operational support to ensure consistent execution across Customer Care functions when overflow coverage is required.
Adapt priorities and focus areas as needed to support overall Customer Care performance during high-demand situations.
Coordinate with Customer Care leadership to align on expectations and scope during overflow scenarios.

Benefits

Competitive Pay
Annual Bonus Eligible for Annual Pay Increases
Comprehensive Health, Vision, and Dental Coverage
15 days Paid Time Off + 11 Paid Holidays
Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!
Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more
Educational Assistance – Tuition Reimbursement up to $5,250
Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage
Health Savings Account (HSA) & Flexible Spending Account (FSA) options

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