Lead Customer Education Trainer

Summary

Join the California Independent System Operator (ISO) as a Lead Customer Education Trainer! Lead, design, develop, and deliver customer training programs, including the ISO Training & Certification Program (ITCP). Conduct training needs analysis, update training materials, and manage self-paced training via the LMS. Drive the expansion and evolution of the Customer Education training program, developing new programs and capabilities. Serve as a primary point-of-contact, providing expertise and support to internal and external clients. Provide guidance and mentorship to staff, and may participate in hiring activities. This hybrid or local remote position offers relocation assistance.

Requirements

• Possess a Bachelor's degree (BA, BS) or equivalent education, training or experience in Organizational Development, Business Administration, Communications, or related field
• Have equivalent years of education and training, plus six (6) or more years related experience
• Have four or more years of experience in grid or plant operations
• Have experience in designing, developing, and delivering effective training programs and materials
• Demonstrate fundamental management and leadership skills with the ability to work effectively in a team environment as a leader, facilitator and team member
• Possess excellent interpersonal, communication, and writing skills
• Possess excellent analytical skills, including the ability to effectively communicate complex technical materials and concepts in a non-technical manner
• Be able to handle a dynamic and changing work environment, and work independently
• Possess strong computer skills in Microsoft Office Suite
• Possess self-motivation, problem-solving skills and the ability to influence others without direct authority
• Possess a strong focus on meeting customer needs and ensuring their satisfaction
• Possess technical proficiency in energy industry technologies
• Possess the ability to plan, execute, and manage projects and training sessions
• Be able to assess the impact of technology changes and measure the effectiveness of training programs
• Be able to build and maintain positive relationships with customers, vendors, and internal teams
• Possess excellent conflict resolution skills

Responsibilities

• Lead, design, develop, and deliver customer training programs
• Design, develop, and deliver assigned customer training courses and programs, such as the ISO Training & Certification Program (ITCP), and other training for market participants including WEIM entities, plant operators, scheduling coordinators, other external entities, and internal ISO departments and staff
• Conduct training needs analysis by obtaining internal and market participant input
• Update existing training materials to ensure that all training materials are current, accurate and meet quality standards
• Lead the team to ensure that all planned training activities are completed per schedule
• Manage self-paced training via our Learning Management System (LMS)
• Drive the expansion and evolution of the Customer Education training program
• Lead the development of new programs and new training capability such as expanded CBT offerings, hands-on workshops and simulator training for applicants
• Develop and maintain the training policy and training development methodology and establishes quality control measures for existing training
• Design and develop new foundational courses and seeks ways to improve and expand the training program and offerings
• Evaluate existing training materials and suggest alternatives for delivery
• Lead and support the development and evolution of the ISO Training Center
• Provide Customer Readiness expertise and serve as a primary point-of-contact
• Represent the division and supports internal customers by providing knowledge and expertise
• Respond to internal and external clients in a timely and accurate manner
• Effectively communicate status of work items and issues to avoid delays and ensure continuity amongst the team
• Lead ongoing activities to increase collaboration between the Customer Readiness team and other ISO departments
• Advise on training and readiness issues
• Provide guidance, set daily work assignment priorities for staff as needed
• Identify staffing needs and mentors, coaches and trains staff to optimize the team
• Provide feedback to management regarding staff performance in support of the performance evaluation process
• Participate in department hiring activities such as interviewing and providing feedback on candidates' technical qualifications
• Function as a Department Manager and be accountable to Manager for actions taken in Manager's absence

Preferred Qualifications

• Possess a Master’s Degree
• Have a Training Certification in Instructional Design
• Have previous experience as a corporate trainer, preferably within the energy industry
• Have CAISO experience (Operations or Markets) or previous experience in front office or back office of a Scheduling Coordinator or other energy industry entity
• Have experience with Captivate, Articulate and a Learning Management System
• Have working knowledge of software development change management processes
• Have a good understanding of various teaching methodologies and tools
• Have in-depth knowledge of learning theories and instructional design models

Benefits

• Hybrid or local remote work capacity
• Relocation assistance
• Pay range: $116,700 - $194,500 annually