Job Purpose

The Manager of Training will play a critical role in enabling the successful adoption of the Kraken platform and advancing a best-in-class customer experience across Customer Operations. This role is responsible for designing, developing, and delivering comprehensive training programs that address both technical platform proficiency and the behavioral capabilities required to drive accountability, ownership, first call resolution, and high customer satisfaction. Over time, the position will be responsible for managing a team of trainers that will deliver the end-user training to the Customer organization.

In addition, the Manager of Training will lead the development of a Skills Academy that delivers specialized training pathways for complex areas of the customer business, such as billing, collections, complaints, and distributed generation. This role will partner closely with Change Management and Communications teams to ensure all training reinforces the organization's change narrative and supports the broader operating model transformation.

The Manager of Training serves as a core member of the Customer Operations leadership ecosystem, supporting internal energy specialists and enabling external partners who leverage the Kraken platform.

Key Accountabilities

Training & Enablement

• 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.
• Create training plans for enabling the training of over 2,000+ individuals spread across multiple geographic areas.
• 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.

Skills Academy Development

• 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.

Change Enablement & Communications Partnership

• 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.

Stakeholder Engagement & Continuous Improvement

• 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.

Qualifications

• 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.
• Bachelor's degree in Business, Education, Organizational Development, or a related field, or equivalent experience.

Preferred Experience:

• Experience supporting large-scale platform implementations or digital transformations.
• Familiarity with utility, energy, or regulated industries.
• Experience building role-based learning pathways or academies.
• Exposure to training external partners or vendors

#LI-RK1 #LI-HYBRID

More Information

Salary

$143k - $168k a year

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.