Manager of Training
About The Position
At National Grid, we’re committed to delivering safe, reliable, and resilient energy to the communities we serve across Massachusetts and New York. As one of the largest investor‑owned energy companies in the U.S., we provide essential electricity and natural gas services to more than 20 million people while leading the transition to a cleaner, smarter, and more sustainable energy future. Every day, we work with our customers, partners, and stakeholders to modernize our energy networks, reduce greenhouse gas emissions, and build a more resilient infrastructure that supports long‑term community wellbeingJob Purpose The Manager of Training will be a key leader in driving successful adoption of the Kraken platform and elevating the customer experience across Customer Operations. This role is responsible for creating and delivering high‑quality training programs that build both technical proficiency and the behavioral capabilities needed to foster accountability, ownership, first‑contact resolution, and exceptional customer satisfaction. As the function grows, this role will also take on leadership of a team of trainers responsible for delivering end‑user training across the Customer organization. In addition, the Manager of Training will spearhead the design and launch of a Skills Academy developing specialised learning pathways for complex areas of the customer lifecycle such as billing, collections, complaints, and distributed generation. The role will work closely with Change Management and Communications teams to ensure all training supports the organisation’s change narrative and reinforces the broader operating model transformation. The Manager of Training will be an integral member of the Customer Operations leadership community, supporting internal energy specialists and enabling external partners who rely on the Kraken platform.
Requirements
- Bachelor’s degree in Business, Education, Organizational Development, or a related field, or equivalent experience.
- 7+ years of experience in training, learning and development, or customer operations enablement within a large, complex organization.
- Demonstrated experience designing and delivering technical and behavioral training programs.
- Strong understanding of customer experience principles, including first call resolution and customer satisfaction metrics.
- Experience partnering with change management teams in a transformation environment.
- Experience supporting large-scale platform implementations or digital transformations.
- Familiarity with utility, energy, or regulated industries.
Nice To Haves
- Experience building role-based learning pathways or academies.
- Exposure to training external partners or vendors
Responsibilities
- Design and deliver end-to-end training programs for the Kraken platform, including system navigation, workflows, and role-based usage.
- Manage a team of trainers delivering the training curriculum.
- Develop technical training materials that support internal employees and external partners using the Kraken platform.
- Translate customer experience strategy into practical, behavior-based training that supports frontline performance.
- Ensure training content evolves alongside platform enhancements, releases, and operating model changes.
- Lead the design and build-out of a Skills Academy to support specialized customer operations capabilities.
- Identify and assess skill gaps across customer functions, including but not limited to complex billing, collections, complaints, and distributed generation.
- Develop structured learning pathways, curricula, and certification models for specialized roles.
- Partner with subject matter experts to create high-quality, scalable learning content.
- Partner closely with Change Management and Communications teams to ensure training supports the organization’s change narrative.
- Align training modules to key milestones in the change journey and new operating model rollout.
- Reinforce desired behaviors, mindset shifts, and cultural expectations through training experiences.
- Collaborate with Customer Operations leaders to prioritize training needs and measure training effectiveness.
- Gather feedback and performance data to continuously improve training programs and materials.
- Act as a trusted advisor on learning strategy, enablement, and workforce readiness.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
