Customer Operations Support Team Leader-2

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE : AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries , AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work , you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023 , we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24 / 7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

Position Summary

We are seeking a Customer Operations Support Team Leader who will be responsible for leading a team of technical trainers and quality assurance analysts . Th ey will be responsible for driv ing the creation, maintenance, and delivery of accurate , role-specific training content for our Customer Service Representatives (CRM) and Billing & Revenue Agents (SAP ISU). This is a working leader role requiring deep technical expertise in SAP ISU and CRM systems, combined with instructional design capabilities and leadership experience. This leader will also be responsible for the Quality Assurance program to ensure the quality of customer interactions.

Responsibilities

Content Development & Maintenance

Design, develop, and maintain technical training content for SAP ISU and CRM systems.

Ensure training materials are accurate , up-to-date, and aligned with system functionality and business processes.

Translate complex system workflows into digestible, role-based learning modules.

Training Strategy & Execution

Collaborate with operations, IT, and subject matter experts to identify training needs and gaps.

Lead the development of onboarding and continuous learning programs for Customer Service and Billing & Revenue teams.

Implement best practices in adult learning and instructional design.

Communications

Lead the drafting and delivery of clear, timely , and effective communications to call center and Billing and Revenue teams.

Ensure messaging supports training initiatives, system changes, and operational updates.

Collaborate with stakeholders to align communications with business goals and employee needs.

System Expertise

Serve as the in-house expert on SAP ISU and CRM functionality as it relates to customer operations.

Participate in system upgrades, testing, and change management to ensure training content reflects current system capabilities.

Quality Assurance

Maintain a comprehensive quality assurance framework aligned with organizational goals and customer experience standards.

Analyze QA data to identify systemic issues and lead cross-functional initiatives to improve service delivery and customer satisfaction

Use insights from QA trends to inform strategic decisions, process enhancements, and training programs.

Team Leadership

Provide mentorship and professional development opportunities to their team, ensuring consistency and excellence training and eva luation programs.

Set clear goals, provide feedback, and ensure high-quality output from the team.

Foster a culture of continuous improvement and excellence.

Cross-Functional Collaboration

Partner with IT, business analysts, and operational leaders to ensure training and QA aligns with system changes and business priorities.

Support performance improvement initiatives through targeted training interventions.

Education / Experience (Required)

Bachelor's degree in business , Information Systems, Education, or related field (or equivalent experience).

Minimum 5 years of experience in SAP ISU and CRM systems within a utility or similar industry.

Proven experience developing technical training content and leading training initiatives.

Strong understanding of customer service and billing operations in a regulated utility environment.

Experience with instructional design tools and learning management systems (LMS).

Experience developing and maintaining QA programs.

Excellent communication, facilitation, and project management skills.

Demonstrated ability to lead and develop a high-performing team.

Preferred S kills and E xperience

Familiarity with adult learning principles and training evaluation methodologies.

Familiarity with developing or maintaining QA evaluations and guidelines , preferably with AI incorporation

Prior experience in a utility undergoing digital transformation or system implementation.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and / or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice : AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.