Director, Customer Service Training & Quality

Duke Energy; Raleigh (NC); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Duke Energy in Raleigh, NC seeks a visionary leader to redefine workforce learning. You will architect strategy, lead a cross-functional team of instructional designers and developers, and deliver just-in-time, scalable learning solutions across a large enterprise.

You will guide curriculum design, analytics, governance, and vendor partnerships, ensuring compliance, change adoption, and business outcomes while advancing digital adoption and AI-enabled learning initiatives.

Qualifications

• Bachelor’s degree or equivalent with 7 years of related experience.
• Experience leading a geographically dispersed team and large curricula projects.
• Strong knowledge of adult learning principles, ADDIE, and digital learning tools.

Responsibilities

• Lead Training Strategy & Curriculum Leadership aligned with Customer Services priorities.
• Oversee Learning Technology, content authoring tools, AI-enabled learning, and simulations.
• Direct Learning Design & Content Development for new hire and ongoing education.
• Manage the training development team with coaching and performance management.
• Establish metrics and governance for learning programs and continuous improvement.
• Oversee vendor relationships and external learning partners as needed.

Skills

Leadership

Collaboration

Change management

Communication

Analytical skills

Remote team management

SOX/compliance knowledge

Education

Bachelor’s degree

High school/GED + 10 years experience

Job description

Duke Energy in Raleigh, NC seeks a visionary leader to redefine workforce learning. You will architect strategy, lead a cross-functional team of instructional designers and developers, and deliver just-in-time, scalable learning solutions across a large enterprise.

You will guide curriculum design, analytics, governance, and vendor partnerships, ensuring compliance, change adoption, and business outcomes while advancing digital adoption and AI-enabled learning initiatives.