Position Summary 

We are seeking a Customer Operations Support Team Leader who will be responsible for leading a team of technical trainers and quality assurance analysts.  They will be responsible for driving the creation, maintenance, and delivery of accurate, role-specific training content for our Customer Service Representatives (CRM) and Billing & Revenue Agents (SAP ISU). This is a working leader role requiring deep technical expertise in SAP ISU and CRM systems, combined with instructional design capabilities and leadership experience. This leader will also be responsible for the Quality Assurance program to ensure the quality of customer interactions.  

Responsibilities  

Content Development & Maintenance 

• Design, develop, and maintain technical training content for SAP ISU and CRM systems. 

• Ensure training materials are accurate, up-to-date, and aligned with system functionality and business processes. 

• Translate complex system workflows into digestible, role-based learning modules. 

Training Strategy & Execution 

• Collaborate with operations, IT, and subject matter experts to identify training needs and gaps. 

• Lead the development of onboarding and continuous learning programs for Customer Service and Billing & Revenue teams. 

• Implement best practices in adult learning and instructional design. 

Communications 

• Lead the drafting and delivery of clear, timely, and effective communications to call center and Billing and Revenue teams. 

• Ensure messaging supports training initiatives, system changes, and operational updates. 

• Collaborate with stakeholders to align communications with business goals and employee needs. 

System Expertise 

• Serve as the in-house expert on SAP ISU and CRM functionality as it relates to customer operations. 

• Participate in system upgrades, testing, and change management to ensure training content reflects current system capabilities. 

Quality Assurance 

• Maintain a comprehensive quality assurance framework aligned with organizational goals and customer experience standards. 

• Analyze QA data to identify systemic issues and lead cross-functional initiatives to improve service delivery and customer satisfaction 

• Use insights from QA trends to inform strategic decisions, process enhancements, and training programs. 

Team Leadership 

• Provide mentorship and professional development opportunities to their team, ensuring consistency and excellence training and evaluation programs. 

• Set clear goals, provide feedback, and ensure high-quality output from the team. 

• Foster a culture of continuous improvement and excellence. 

Cross-Functional Collaboration 

• Partner with IT, business analysts, and operational leaders to ensure training and QA aligns with system changes and business priorities. 

• Support performance improvement initiatives through targeted training interventions. 

Education / Experience (Required) 

• Bachelor’s degree in business, Information Systems, Education, or related field (or equivalent experience). 

• Minimum 5 years of experience in SAP ISU and CRM systems within a utility or similar industry. 

• Proven experience developing technical training content and leading training initiatives. 

• Strong understanding of customer service and billing operations in a regulated utility environment. 

• Experience with instructional design tools and learning management systems (LMS). 

• Experience developing and maintaining QA programs. 

• Excellent communication, facilitation, and project management skills. 

• Demonstrated ability to lead and develop a high-performing team. 

Preferred Skills and Experience  

• Familiarity with adult learning principles and training evaluation methodologies. 

• Familiarity with developing or maintaining QA evaluations and guidelines, preferably with AI incorporation 

• Prior experience in a utility undergoing digital transformation or system implementation.