Training Manager

This role is critical to SouthStar Energy’s commitment to delivering exceptional customer experience, meeting regulatory requirements, and operational excellence. The primary purpose of this position is to design, develop, and maintain comprehensive customer service training materials that support over 550,000 customers across 13 Local Distribution Companies (LDCs) within the following markets, GA, FL, IL, MI, OH and PA. These materials are used by internal teams and multiple outsourced contact center vendors operating across various sites, ensuring consistency, quality, and alignment with SouthStar Energy’s strategic objectives. The incumbent will play a pivotal role in driving regulatory compliance, exceeding auditing standards, elevating customer satisfaction, and identifying opportunities to enhance products, services, and overall customer experience. By collaborating closely with contact center vendors’ training delivery teams, this position ensures that business objectives are effectively communicated, implemented, and achieved. Additionally, this role serves as a dual advocate—representing the voice of the customer and contact center vendors within SouthStar Energy, while also championing SouthStar Energy’s standards and values within vendor operations. Through this dynamic partnership, the incumbent will help align priorities, foster continuous improvement, and deliver measurable results that strengthen SouthStar Energy’s reputation and customer loyalty. This is demonstrated with periodic travel to contact centers and vendor locations to support collaboration across teams.

Functional Expertise Develop and Execute Learning Strategies: Lead the creation and management of training initiatives for SouthStar Customer Operations, identifying opportunities and collaborating with contact center vendors to drive operational excellence. Manage Training Delivery: Oversee training for internal teams and outsourced providers across multiple locations, applying adult learning principles to enhance engagement and performance. Strengthen Vendor Collaboration: Ensure clear communication and alignment with vendors to meet mutual goals, while driving scalability and resource planning to support evolving business needs. Optimize Training Material Management: Implement a version control, storage, and delivery system for training materials to ensure accuracy and consistency. Standardize Operational Guidelines: Develop and maintain business rules and standard operating procedures to ensure clarity and alignment with strategic objectives. Business Acumen Align Contact Center Operations with Strategic Goals: Ensure contact center operations consistently support SouthStar Energy’s business objectives, customer satisfaction, and overall growth. Stay Ahead of Regulatory Requirements: Maintain expert knowledge of current and emerging regulatory standards to ensure compliance and proactively address changes. Master Business and Operational Insights: Cultivate advanced expertise in SouthStar Energy’s business processes and operations to drive informed decision-making and continuous improvement. Optimize Vendor and Operational Expenses: Track, analyze, and report various associated training costs while providing strategic insights and actionable recommendations to support efficient business planning and budgeting for Customer Operations. Deliver Results and Transparency: Track, measure, and effectively communicate performance results across all organizational levels, ensuring alignment, accountability, and actionable insights. Engagement Collaborate Across Teams: Partner with managers and business units to lead strategic and tactical planning for internal operations and vendor management, ensuring efficiency and effectiveness. Support Marketing and Pricing Campaigns: Work with marketing and pricing teams to implement targeted campaigns and segmentation strategies that attract and retain high-value