FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Manager, Customer Services Training – Quality
Duke Energy Corporation. Implement the training development strategy in alignment with Customer Services business priorities .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in instructional design, eLearning, and performance improvement, with a strong focus on developing training programs that align with business priorities and enhance workforce readiness. Proficient in managing learning technologies and leading diverse teams to foster innovation and operational excellence.
Highest-signal resume keywords
Instructional DesignELearning DevelopmentPerformance ImprovementLearning Technologies ManagementLeadership Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Adult Learning PrinciplesADDIE ModelDigital AdoptionAI-Enabled LearningSimulation-Based LearningCurriculum ArchitecturePerformance Support ToolsContent Authoring ToolsKnowledge ManagementCompliance Standards
Soft Skills
Analytical SkillsNegotiation SkillsCollaboration SkillsConflict ManagementConsensus-Building Skills
Tools & Technologies
Learning Management SystemsDigital Adoption PlatformsContent Authoring ToolsSimulation ToolsPerformance Support Tools
Industry Keywords
Utility PoliciesFERC GuidelinesSOX ControlsRegulatory RequirementsOperational Performance
About the role
Key responsibilities & impact- Implement the training development strategy in alignment with Customer Services business priorities
- Identify training gaps and translate business requirements into learning solutions
- Ensure learning programs support workforce readiness, performance improvement, compliance, and change adoption
- Establish annual training development roadmaps and prioritize learning initiatives
- Oversee learning technologies, content authoring tools, digital adoption platforms, AI-enabled learning, and simulation-based learning
- Evaluate emerging learning technologies and recommend solutions
- Maintain visibility into learning, knowledge management, and performance improvement initiatives
- Oversee curriculum architecture and create role-based learning pathways
- Lead new-hire, continuing-education, and systems-training development and maintenance
- Establish instructional design, eLearning, virtual instructor-led training, performance support, simulation, and digital learning standards
- Lead instructional designers, learning developers, and content specialists
- Set priorities, allocate resources, and provide coaching, development, and performance management
- Foster 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 data to improve curricula
- Lead continuous improvement initiatives to reduce development cycle time and improve learning quality
- Establish development intake, prioritization, review, approval, and maintenance processes
- Manage curriculum inventories, content ownership, version control, and learning documentation
- Ensure compliance with enterprise learning standards, regulatory requirements, SOX controls, FERC guidelines, and audit expectations
- Manage vendor relationships and external learning partners
- Lead a geographically dispersed customer-services training and quality team across the enterprise
Requirements
What you’ll need- Bachelor’s degree
- 7 years of related work experience
- In lieu of a Bachelor’s degree and 7 years of related work experience: high school/GED and 10 years of related work experience
- Knowledge of adult learning principles and the ADDIE model
- Knowledge of digital adoption, AI-enabled learning, simulations, knowledge management, and performance support tools
- Knowledge of learning technologies, content authoring tools, digital adoption platforms, AI-enabled learning solutions, and simulation-based learning environments
- Knowledge of utility policies, technologies, trends, and strategies
- Ability to work with various corporate management levels
- Demonstrated analytical skills
- Leadership, negotiation, collaboration, conflict management, and consensus-building skills
- Ability to manage remotely with a wide span of control
- Ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future
- Availability for 24/7 coverage
- Ability to travel 5–15%
- Must live within a reasonable commute—no greater than 50 miles one way—to a designated Duke Energy facility
Benefits
Comp & perks- Competitive pay and benefits
- Opportunities for growth and development
- Recognition for your work
- Hybrid work arrangement
- Relocation assistance information provided (not available for this role)