Manager, Customer Services Training & Quality

Duke Energy Corporation•Cincinnati, OH

1d•Hybrid

About The Position

This position leads a geographically dispersed team across the enterprise and oversees training development for Customer Services. It transforms training by creating innovative, embedded learning solutions that deliver just-in-time knowledge and simplify the learner experience. The role provides direction to training development staff and develops new-hire and continuous-learning coursework, including virtual instructor-led training, eLearning, and other solutions that equip frontline employees to deliver excellent customer service. The manager partners with workforce management, process execution, training delivery, PNG training, business leaders, and vendor partners to assess training needs and build solutions that prioritize employee experience, align with business outcomes, and improve performance. The role requires expertise in adult learning principles and the ADDIE model, as well as an understanding of digital adoption, AI-enabled learning, simulations, knowledge management, and performance-support tools. The position establishes training strategy, curriculum roadmaps, design standards, governance, and measurement practices. It leads instructional designers, learning developers, and content specialists; manages development priorities and resources; evaluates learning technologies; and drives continuous improvement, compliance, and operational excellence. Work is hybrid after onboarding, with employees expected to report to an assigned Duke Energy facility as directed, averaging three full workdays per regular workweek. The employee must live within a reasonable commute of no more than 50 miles one way. The role covers a large geographic territory, requires 24/7 availability, and involves 5–15% travel.

Requirements

Bachelor’s degree and 7 years of related work experience; alternatively, high school diploma/GED and 10 years of related work experience.
Expertise in adult learning principles and the ADDIE model.
Understanding of digital adoption, AI-enabled learning, simulations, knowledge management, and performance-support tools.
Ability to lead a geographically dispersed team and manage a broad portfolio of responsibilities.
Ability to work lawfully in the United States without employment-based immigration sponsorship, now or in the future.
Ability to travel 5–15% and provide 24/7 availability.
For hybrid work, live within 50 miles one way of the designated Duke Energy facility and report onsite as required, averaging three full workdays per regular workweek.

Nice To Haves

Past customer service background at Duke Energy.
Ensure processes comply with SOX controls and FERC guidelines.
Strong collaboration and influence skills.
Strong knowledge of change management and communication processes.
Deep knowledge of utility policies, technologies, trends, and strategies.
Successful track record in a formal leadership position.
Demonstrated verbal and written communication skills and ability to work with various corporate management levels.
Ability to manage remotely with a wide span of control and maintain a highly engaged, positive, and productive team.
Demonstrated analytical skills and ability to illustrate trends and recommendations for others to build upon.
Ability to bring groups to consensus.
Proven leadership skills, including negotiation, collaboration, and conflict management.
High attention to detail in previous positions.

Responsibilities

Implement training development strategy in alignment with Customer Services business priorities.
Partner with business leaders to identify training gaps and translate business requirements into learning solutions.
Ensure learning programs support workforce readiness, performance improvement, compliance requirements, and change adoption.
Establish annual training development roadmaps and prioritize learning initiatives based on operational needs, business impact, and organizational goals.
Oversee learning technologies, content authoring tools, digital adoption platforms, AI-enabled learning solutions, and simulation-based learning environments.
Evaluate emerging learning technologies and recommend solutions that improve speed, quality, learner experience, and business impact.
Maintain visibility into learning, knowledge management, and performance-improvement initiatives, fostering collaboration and avoiding duplicated efforts.
Oversee curriculum architecture to create clear learning pathways and role-based development programs.
Lead the design, development, and maintenance of new-hire, continuing-education, and systems-training programs.
Establish standards, templates, and governance for instructional design, eLearning, virtual instructor-led training, performance support, simulations, and digital learning assets.
Ensure learning solutions are learner-centered, scalable, and aligned with adult learning principles and business outcomes.
Develop team capabilities in learning technology, development tools, instructional design methodologies, and modern learning practices.
Lead instructional designers, learning developers, and content specialists; set priorities, allocate resources, and provide coaching, development, and performance management.
Foster a culture of innovation, accountability, continuous improvement, and operational excellence.
Establish metrics and scorecards to evaluate learning effectiveness, knowledge transfer, user adoption, operational performance, and business outcomes.
Use quality trends, operational metrics, learner feedback, and business performance data to identify curriculum improvement opportunities.
Coordinate regular curriculum reviews with process execution to keep content accurate, relevant, and aligned with business needs.
Lead continuous-improvement initiatives to reduce development cycle time while improving learning quality.
Establish development intake, prioritization, review, approval, and maintenance processes.
Manage curriculum inventories, content ownership, version control, and learning documentation standards.
Ensure compliance with enterprise learning standards, regulatory requirements, and audit expectations.
Manage vendor relationships and external learning partners as needed.