Manager, Customer Service Learning
About The Position
CenterPoint Energy is seeking a Manager, Customer Service Learning to join their Learning & Organizational Development team. This role is responsible for leading the strategy and execution of Customer Service Learning, collaborating with Customer Service leadership and enterprise stakeholders. The goal is to deliver scalable, data-informed learning solutions that enhance workforce capabilities, improve customer experience, and support operational performance. The Manager will lead a geographically dispersed team supporting Minnesota, Indiana, and Houston, ensuring consistent and effective learning delivery across these regions. The role will also advance modern learning practices using digital and AI-enabled solutions, aligning learning products with LOD standards, leadership behaviors, and change enablement practices.
Requirements
- Requires a bachelor’s degree from an accredited college or university.
- Minimum of five (5) years of experience in learning and development or a related field required.
- Minimum of five (5) years of leadership experience managing teams or enterprise programs required.
- Demonstrated experience in instructional design, facilitation, adult learning principles, and blended learning delivery required.
- Ability to partner effectively across instructional design, learning technology, change management, leadership development, operations, and enterprise stakeholder groups.
- Able to communicate clearly, influence stakeholders, coach employees, and translate business priorities into practical learning solutions.
Nice To Haves
- A degree in learning and development, instructional design, organizational development, business, human resources, education, communications, or a related field is preferred.
- Knowledge of customer service and/or field operations preferred.
- Experience applying performance consulting, learning governance, measurement practices, and continuous improvement within an LOD or enterprise learning environment preferred.
- Experience with digital learning platforms, learning technology, and AI-enabled content development preferred.
Responsibilities
- Lead Customer Service Learning strategy aligned to Customer Service priorities, enterprise workforce goals, and broader LOD portfolio priorities.
- Partner with Customer Service operations leaders to identify capability gaps, translate business needs into LOD-aligned learning plans, and implement scalable learning solutions.
- Oversee onboarding, cross-functional, technical, sales, and leadership training programs that support employee capability and operational performance.
- Ensure effective blended learning delivery, including classroom, virtual, eLearning, simulations, AI-enabled solutions, and immersive practice experiences.
- Establish governance for content quality, instructional design, facilitation, evaluation, delivery standards, and sustainment practices.
- Partner across LOD to integrate instructional design, learning technology, change management, and leadership development support into Customer Service Learning initiatives.
- Conduct performance consulting using operational data, quality insights, learner feedback, and stakeholder input to distinguish training needs from process, communication, or change needs.
- Measure learning effectiveness using KPIs, learner feedback, and business outcomes; provide insights that inform continuous improvement and LOD reporting.
- Lead, coach, and develop trainers and coordinators across regions while strengthening collaboration and consistency across regional Customer Service Learning teams.
- Serve as a strategic advisor on training readiness, change initiatives, launch decisions, and sustainment efforts, including support during high-volume periods or All Hazards Operations Plan events, as needed.
Benefits
- Competitive pay
- Paid training
- Benefits eligibility begins on your first day
- Transit subsidies
- Flexible work schedule
- Paid holidays
- Paid time off
- Access to discounts at fitness clubs
- On-site wellness center at our headquarters in Houston
- Professional growth and development programs
- Tuition reimbursement
- 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution
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What This Job Offers
Job Type
Full-time
Career Level
Manager
