Manager of Customer Experience, Training and QA

Summit Utilities Inc•Fayetteville, AR

2d•Hybrid

About The Position

This hybrid position may be based in our Little Rock, Fort Smith, or Fayetteville Arkansas offices. The Manager of Customer Experience, Training & Quality Assurance provides strategic leadership for the governance, execution, and continuous improvement of Training and Quality Assurance programs supporting Customer Experience operations. This role provides leadership and direction to Training and Quality Assurance team members supporting Customer Service, Sales Support, Billing, and Credit & Collections. The position partners with Customer Experience leadership and enterprise stakeholders to close quality gaps, strengthen employee readiness, improve operational performance, ensure adherence to regulatory and business requirements, and promote a consistent customer experience across Summit Utilities. The Manager oversees new-hire and ongoing training programs, curriculum governance, learning effectiveness, quality monitoring standards, calibration processes, performance insights, and employee development. This role also serves as a key readiness leader for major process changes, system implementations, regulatory requirements, emergency training needs, and legacy operating-company migrations.

Requirements

Bachelor's degree in Learning and Development, Instructional Design, Organizational Development, Business, HR, Education, Communications, Quality Management, or a related field — or an equivalent combination of education and experience.
Minimum of 7 years of progressively responsible experience in Training, Learning & Development, Quality Assurance, Customer Experience, Customer Operations, or Contact Center Operations.
Minimum of 2 years leadership experience managing employees, teams, or cross-functional/enterprise programs.
Demonstrated experience with instructional design, adult-learning principles, curriculum development, facilitation, and blended-learning delivery.
Demonstrated experience with Quality Assurance programs — quality monitoring, scorecards, calibration, sampling, reporting, and trend analysis.

Nice To Haves

Knowledge of Customer Experience operations, including Customer Service, Billing, Credit & Collections, Sales Support, and account management, along with related utility regulatory requirements preferred.
Ability to introduce modern Training and QA practices, including appropriate use of automation, analytics, and AI-enabled technologies, while maintaining regulatory compliance and customer focus.

Responsibilities

Lead the strategy, governance, and continuous improvement of Customer Experience Training and Quality Assurance programs, aligned with operational priorities, workforce needs, and regulatory requirements.
Manage, coach, and develop the Training and Quality Assurance team — setting priorities, performance expectations, workload allocation, development plans, and accountability for deliverables.
Direct training strategy and delivery across Customer Service, Sales Support, Billing, and Credit & Collections, including new-hire onboarding, cross-functional training, refresher and regulatory training, and system/process training.
Own and continuously improve the new-hire training and readiness program — curriculum, assessments, remediation, nesting support, graduation criteria, and production-readiness standards.
Establish governance for training content: instructional design, facilitation standards, approvals, version control, curriculum maintenance, and learning-platform administration.
Establish and oversee Quality Assurance standards — scorecards, monitoring guidelines, sampling methodology, calibration, reporting, and dispute resolution — across applicable customer-facing and back-office functions.
Partner with CX leaders, IT, Regulatory, Safety, Communications, Workforce Management, and subject-matter experts to identify capability, quality, compliance, and performance gaps, and determine the right training, coaching, process, or system response.
Analyze QA findings, operational data, customer feedback, and learner/employee performance results to identify trends, root causes, and improvement opportunities that guide training and quality priorities.
Manage team resources, schedules, technology, documentation, audit readiness, and performance measurement, fostering a culture of continuous learning, accountability, and customer-focused performance.