AES Indiana
Customer Operations Support Team Leader-1
AES is seeking a Customer Operations Support Team Leader who will be responsible for leading a team of technical trainers and quality assurance analysts. They will drive 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 materials are accurate, up-to-date, and aligned with system functionality and business processes; translate complex 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 onboarding and continuous learning programs for Customer Service and Billing & Revenue teams; implement best practices in adult learning and instructional design.
Communications: Lead clear, timely communications to call center and Billing & Revenue teams; ensure messaging supports training initiatives, system changes, and operational updates; align communications with business goals and employee needs.
System Expertise: Serve as in-house expert on SAP ISU and CRM functionality as it relates to customer operations; participate in system upgrades, testing, and change management to reflect current capabilities.
Quality Assurance: Maintain a comprehensive QA framework aligned with organizational goals and customer experience standards; analyze QA data to identify issues and lead cross-functional improvements; use QA insights to inform decisions, processes, and training.
Team Leadership: Provide mentorship and professional development, set clear goals, ensure high-quality output, and foster a culture of continuous improvement and excellence.
Cross-Functional Collaboration: Partner with IT, business analysts, and operational leaders to ensure training and QA align 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.
AES is an Equal Opportunity Employer committed to building strength and sustainability through diversity and inclusion. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, disability, pregnancy, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide information from Form I-9 as required to confirm work authorization.
Location: Indianapolis, IN
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Responsibilities
Content Development & Maintenance: Design, develop, and maintain technical training content for SAP ISU and CRM systems; ensure materials are accurate, up-to-date, and aligned with system functionality and business processes; translate complex 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 onboarding and continuous learning programs for Customer Service and Billing & Revenue teams; implement best practices in adult learning and instructional design.
Communications: Lead clear, timely communications to call center and Billing & Revenue teams; ensure messaging supports training initiatives, system changes, and operational updates; align communications with business goals and employee needs.
System Expertise: Serve as in-house expert on SAP ISU and CRM functionality as it relates to customer operations; participate in system upgrades, testing, and change management to reflect current capabilities.
Quality Assurance: Maintain a comprehensive QA framework aligned with organizational goals and customer experience standards; analyze QA data to identify issues and lead cross-functional improvements; use QA insights to inform decisions, processes, and training.
Team Leadership: Provide mentorship and professional development, set clear goals, ensure high-quality output, and foster a culture of continuous improvement and excellence.
Cross-Functional Collaboration: Partner with IT, business analysts, and operational leaders to ensure training and QA align 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.
AES is an Equal Opportunity Employer committed to building strength and sustainability through diversity and inclusion. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, disability, pregnancy, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide information from Form I-9 as required to confirm work authorization.
Location: Indianapolis, IN
#J-18808-Ljbffr