Manager, Customer Services Training & Quality

Important Application Submission Information
In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Friday, October 23, 2026

More than a career - a chance to make a difference in people's lives.

Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

Position Summary

Technology is transforming our Customer Services organization at an unprecedented pace, and we're looking for a visionary leader to help redefine how employees learn, adapt, and succeed in this evolving environment. This position will transform training by creating innovative, embedded learning solutions to deliver just-in-time knowledge and simplify the learner’s experience to prepare our workforce for the future.

This position leads a geographically dispersed team across the enterprise and requires strong leadership, collaboration, and organizational effectiveness to manage a broad portfolio of responsibilities. This position provides oversight and direction to training development staff and is responsible for developing creative new hire, and continuous learning coursework. This includes virtual instructor led training, eLearning and other training solutions that equip front line employees to deliver excellent customer service. This position partners with workforce management, process execution, training delivery, PNG training, and our vendor partners to assess training need and build solutions that prioritize employee experience aligned with business outcomes and drive business performance. This position is passionate about learning and development and is an expert in adult learning principles and the ADDIE model. This position also understands digital adoption, AI-enabled learning, simulations, knowledge management, and performance support tools.

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Responsibilities

Training Strategy & Curriculum Leadership

- Implement the training development strategy in alignment with the 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.

Learning Technology & Innovation

- Oversee the use of 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.
- Establish and maintain visibility into learning, knowledge management, and performance improvement initiatives across the organization, fostering collaboration and ensuring new solutions complement rather than duplicate existing efforts.

Learning Design & Content Development

- 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.

Team Leadership

- Spearhead team capabilities in learning technology, development tools, instructional design methodologies, and modern learning practices.
- Lead a team of instructional designers, learning developers, and content specialists.
- Set priorities, allocate resources, and provide coaching, development, and performance management for the training development team.
- Foster a culture of innovation, accountability, continuous improvement, and operational excellence.

Measurement & Continuous Improvement

- 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.
- Align with process execution to establish regular curriculum reviews to ensure content remains accurate, relevant, and aligned with business needs.
- Lead continuous improvement initiatives that reduce development cycle time while improving learning quality.

Governance & Operational Excellence

- 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.

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Required/Basic Qualifications

- Bachelors degree
- 7 years of related work experience
- In lieu of Bachelors degree AND 7 years related work experience listed above, High school/GED AND 10 years of related work experience

Additional Preferred Qualifications

- Past customer service background at Duke Energy.
- Ensures processes are in compliance with SOX controls and FERC guidelines
- Strong Collaboration and influence skills
- Strong knowledge of change management and communication processes
- This position requires deep knowledge of utility policies, technologies, trends and strategies.
- Past 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 have 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 the positions previously held

Working Conditions

- Hybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees must live within a reasonable commute to their designated Duke Energy facility, not greater than 50 miles one way. Employees are expected to report to their assigned Duke Energy facility as required and directed by their manager, on average 3 full workdays per regular workweek.
- Large geographic territory – including North and South Carolina, Indiana/Ohio/Kentucky, and Florida
- Office environment
- Requires 24/7 availability
- Travel is required

Travel Requirements
5-15%

### Relocation Assistance Provided (as applicable)
No

### Represented/Union Position
No

### Visa Sponsored Position
No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

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Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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