Manager of Customer Experience, Training and QA in Fort Smith, Arkansas at Summit Utilities
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Job Description
POSITION SUMMARY
The Manager of Customer Experience, Training & Quality Assurance provides strategic leadership for the governance, execution, and continuous improvement of Training and Quality Assurance programs supporting Customer Experience operations. This role provides leadership and direction to Training and Quality Assurance team members supporting Customer Service, Sales Support, Billing, and Credit & Collections.
The position partners with Customer Experience leadership and enterprise stakeholders to close quality gaps, strengthen employee readiness, improve operational performance, ensure adherence to regulatory and business requirements, and promote a consistent customer experience across Summit Utilities.
The Manager oversees new-hire and ongoing training programs, curriculum governance, learning effectiveness, quality monitoring standards, calibration processes, performance insights, and employee development. This role also serves as a key readiness leader for major process changes, system implementations, regulatory requirements, emergency training needs, and legacy operating-company migrations.
PRIMARY DUTIES & RESPONSIBILITIES
- Lead the strategy, governance, and continuous improvement of Customer Experience Training and Quality Assurance programs, aligned with operational priorities, workforce needs, and regulatory requirements.
- Manage, coach, and develop the Training and Quality Assurance team — setting priorities, performance expectations, workload allocation, development plans, and accountability for deliverables.
- Direct training strategy and delivery across Customer Service, Sales Support, Billing, and Credit & Collections, including new-hire onboarding, cross-functional training, refresher and regulatory training, and system/process training.
- Own and continuously improve the new-hire training and readiness program — curriculum, assessments, remediation, nesting support, graduation criteria, and production-readiness standards.
- Establish governance for training content: instructional design, facilitation standards, approvals, version control, curriculum maintenance, and learning-platform administration.
- Establish and oversee Quality Assurance standards — scorecards, monitoring guidelines, sampling methodology, calibration, reporting, and dispute resolution — across applicable customer-facing and back-office functions.
- Partner with CX leaders, IT, Regulatory, Safety, Communications, Workforce Management, and subject-matter experts to identify capability, quality, compliance, and performance gaps, and determine the right training, coaching, process, or system response.
- Analyze QA findings, operational data, customer feedback, and learner/employee performance results to identify trends, root causes, and improvement opportunities that guide training and quality priorities.
- Manage team resources, schedules, technology, documentation, audit readiness, and performance measurement, fostering a culture of continuous learning, accountability, and customer-focused performance.
EDUCATION AND WORK EXPERIENCE
- Bachelor's degree in Learning and Development, Instructional Design, Organizational Development, Business, HR, Education, Communications, Quality Management, or a related field — or an equivalent combination of education and experience.
- Minimum of 7 years of progressively responsible experience in Training, Learning & Development, Quality Assurance, Customer Experience, Customer Operations, or Contact Center Operations.
- Minimum of 2 years leadership experience managing employees, teams, or cross-functional/enterprise programs.
- Demonstrated experience with instructional design, adult-learning principles, curriculum development, facilitation, and blended-learning delivery.
- Demonstrated experience with Quality Assurance programs — quality monitoring, scorecards, calibration, sampling, reporting, and trend analysis.
KNOWLEDGE, SKILLS & ABILITIES
- Strong leadership, coaching, and employee development skills, with experience managing Training, Quality Assurance, Customer Experience, or comparable workforce development programs and the ability to balance strategic program ownership with hands-on operational execution.
- Strong analytical skills to evaluate performance and quality data, identify root causes, influence stakeholders across functions, manage competing demands, and translate business needs into measurable learning and quality strategies.
- Effectively distinguishes training needs from coaching, process, system, communication, or change-management needs.
- Strong communication, consultation, and influencing skills, with credibility across employees, operational leaders, and senior leadership.
- Knowledge of Customer Experience operations, including Customer Service, Billing, Credit & Collections, Sales Support, and account management, along with related utility regulatory requirements preferred.
- Ability to introduce modern Training and QA practices, including appropriate use of automation, analytics, and AI-enabled technologies, while maintaining regulatory compliance and customer focus.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.
Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice, and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.
Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.
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