AES Corporation
Customer Operations Support Team Leader-2
AES Corporation, Dayton, Ohio, United States, 45444
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** Translate complex system workflows into digestible, role-based learning modules. Serve as the in-house expert on SAP ISU and CRM functionality as it relates to customer operations. Maintain a comprehensive quality assurance framework aligned with organizational goals and customer experience standards.**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. 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. Familiarity with adult learning principles and training evaluation methodologies. Familiarity with developing or maintaining QA evaluations and guidelines, preferably with AI incorporationPrior experience in a utility undergoing digital transformation or system implementation.**Accelerating the future of energy, together**Our people are our energy and have transformed AES into the type of energy company that the world needs today and in the future. Coming from all walks of life, our people share a passion for improving lives by advancing the energy sector through innovation, collaboration and action. We are working in an industry that requires new thinking and ways of working together to create solutions that are both economically and environmentally viable, not just one or the other. We are looking for passionate people to join us in our mission to accelerate the future of energy. #J-18808-Ljbffr
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** Translate complex system workflows into digestible, role-based learning modules. Serve as the in-house expert on SAP ISU and CRM functionality as it relates to customer operations. Maintain a comprehensive quality assurance framework aligned with organizational goals and customer experience standards.**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. 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. Familiarity with adult learning principles and training evaluation methodologies. Familiarity with developing or maintaining QA evaluations and guidelines, preferably with AI incorporationPrior experience in a utility undergoing digital transformation or system implementation.**Accelerating the future of energy, together**Our people are our energy and have transformed AES into the type of energy company that the world needs today and in the future. Coming from all walks of life, our people share a passion for improving lives by advancing the energy sector through innovation, collaboration and action. We are working in an industry that requires new thinking and ways of working together to create solutions that are both economically and environmentally viable, not just one or the other. We are looking for passionate people to join us in our mission to accelerate the future of energy. #J-18808-Ljbffr