Manager, Customer Services Training & Quality

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.

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.

• 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…