Customer Services Training & Quality Leader | Hybrid

Duke Energy Corporation; Charlotte (NC); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Duke Energy Corporation is seeking a Manager of Customer Services Training & Quality to lead a geographically dispersed team focused on transforming training with embedded learning solutions. The role emphasizes adult learning, ADDIE, and digital adoption to improve learner experience and business outcomes.

The position requires collaboration with workforce management, training delivery, PNG training, and vendor partners, with a hybrid work model and some travel; strong leadership and

Qualifications

• Bachelor's degree required; 7+ years related work experience.
• Alternative: High school/GED with 10 years related experience.
• Demonstrates leadership, collaboration, and organizational effectiveness.

Responsibilities

• Implement the training development strategy aligned with Customer Services priorities.
• Oversee learning technology, content authoring tools, AI-enabled learning solutions, and simulations.
• Lead curriculum architecture to create clear learning pathways and role-based programs.
• Direct the training development team and provide coaching and performance management.
• Establish governance for instructional design standards, eLearning, and knowledge management.

Skills

Leadership

Change management

Collaboration

Learning & development

ADDIE model

Digital learning

Education

Bachelor's degree

High school/GED + 10 years experience

Job description

Duke Energy Corporation is seeking a Manager of Customer Services Training & Quality to lead a geographically dispersed team focused on transforming training with embedded learning solutions. The role emphasizes adult learning, ADDIE, and digital adoption to improve learner experience and business outcomes.

The position requires collaboration with workforce management, training delivery, PNG training, and vendor partners, with a hybrid work model and some travel; strong leadership and