Kraken Platform Training & Skills Lead

National Grid; West Village (MA); Hybrid; USD 143,000 - 168,000; Full time

Job summary

National Grid in Northboro, MA is seeking a Manager of Training to lead end-to-end training for the Kraken platform and build a Skills Academy. You will manage a trainers team, design pathways for complex areas, and partner with Change Management to embed training within the operating model transformation.

The role focuses on behavioral and technical training, cross-functional collaboration, and driving first-call resolution and high customer satisfaction across Customer Operations.

Qualifications

• Bachelor's degree in Business, Education, Organizational Development, or related field.
• 7+ years in training, learning and development, or customer operations enablement.
• Experience designing and delivering technical and behavioral training programs.
• Strong understanding of customer experience principles and metrics.
• Experience partnering with change management teams in transformation.
• Experience building scalable learning content or academies.

Responsibilities

• Design and deliver end-to-end training programs for the Kraken platform, including navigation, workflows, and role-based usage.
• Manage a team of trainers delivering the training curriculum.
• Create training plans for enabling the training of 2,000+ individuals across multiple geographic areas.
• Develop technical training materials for internal employees and external partners.
• Translate customer experience strategy into practical, behavior-based training.
• Ensure training content evolves with platform enhancements and operating-model changes.
• Lead the design and build-out of a Skills Academy for specialized capabilities.
• Partner with Change Management and Communications teams to align training with the change narrative.
• Collaborate with Customer Operations leaders to prioritize training needs and measure effectiveness.
• Continuously improve training programs based on feedback and performance data.

Skills

Team leadership

Training design

Customer experience

Stakeholder mgmt

Change enablement

Analytics

Education

Bachelor's degree or equivalent

Job description

National Grid in Northboro, MA is seeking a Manager of Training to lead end-to-end training for the Kraken platform and build a Skills Academy. You will manage a trainers team, design pathways for complex areas, and partner with Change Management to embed training within the operating model transformation.

The role focuses on behavioral and technical training, cross-functional collaboration, and driving first-call resolution and high customer satisfaction across Customer Operations.