Kraken Platform Training & Skills Academy Lead

National Grid; Northborough (MA); On-site; USD 143,000 - 168,000; Full time

Benefits offered by this job

Restaurant d'entreprise

Indemnités de stage/alternance

Job summary

National Grid is seeking a Manager of Training based in Northboro, MA, to design and lead comprehensive training for the Kraken platform and build a Skills Academy. You will manage a trainers team, deliver large-scale programs, and align training to change management initiatives to support a customer-obsessed operating model.

Responsibilities include creating scalable training content, collaborating with Change Management, and continuously improving programs based on performance data across a

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.

Responsibilities

• 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

Training program design

Team leadership

Stakeholder engagement

Customer experience

Change management collaboration

Data-driven optimization

Education

Bachelor's degree in Business, Education, Organizational Development, or related field

Job description

National Grid is seeking a Manager of Training based in Northboro, MA, to design and lead comprehensive training for the Kraken platform and build a Skills Academy. You will manage a trainers team, deliver large-scale programs, and align training to change management initiatives to support a customer-obsessed operating model.

Responsibilities include creating scalable training content, collaborating with Change Management, and continuously improving programs based on performance data across a