Lead. Sr. or III - Performance Support Trainer

About the role

The Lead Performance Support Trainer at SPP plays a crucial role in advancing operational excellence by architecting, developing, and implementing performance support solutions for Operations personnel. This role also involves mentoring other Operations Analysis & Performance Support (OAPS) staff.

Responsibilities

• Provides expert guidance and consultative support to functional coordinators and Operations staff in DIF analyses and job-task studies, ensuring outputs inform strategic training and performance support interventions.
• Analyzes department-wide performance trends and recurring errors to inform long-term learning strategies and operational risk mitigation.
• Applies advanced operational and instructional design expertise to support the development of innovative solutions for complex technical processes.
• Architects and develops comprehensive training programs, including scenario-based, simulation, e-learning, and OJT modules, to build advanced operator proficiency and support desk qualification and NERC Continuing Education requirements.
• Creates and maintains performance support tools and job aids for complex operational processes, ensuring accuracy, usability, and regulatory compliance.
• Integrates new procedures, applications, and tools into the performance support framework, collaborating with SMEs, analysts, and technical partners.
• Guides the design and development of authentic assessment tools and digital learning solutions, setting standards for instructional quality and innovation.
• Delivers high-impact continuing education, just-in-time, and just-in-case training for Operations personnel, adapting delivery to diverse learning needs and experience levels.
• Provides advanced coaching and consultation to operators and OAPS staff, supporting skill development, desk qualification, and certification pathways.
• Facilitates structured qualification and learning sessions, ensuring alignment with compliance and operational requirements.
• Led the measurement and evaluation of Operations Analysis and Performance Support programs, using metrics, feedback, and operational data to drive continuous improvement.
• Ensures maintenance and accuracy of training programs, performance support tools, and NERC CE records, supporting audit readiness and compliance.
• Analyzes program effectiveness and provides strategic insights to leadership, recommending enhancements to align with evolving operational and regulatory needs.
• Facilitates cross-functional collaboration with Compliance, Operations management, SMEs, and technical partners to ensure training solutions meet all regulatory requirements (i.e. NERC, MRO, WECC).
• Acts as primary liaison among Operations, trainers, analysts, and personnel, leading the development and coordination of desk qualification, OJT, job-task assessments, and Operator-in-Training programs.
• Sets up and manages resources for training and performance support programs, including materials, facilities, systems access, and subject-matter experts.
• Mentors and develops other trainers, analysts, and performance support specialists, fostering a culture of teamwork, innovation, and continuous improvement.
• Manages special projects as assigned supporting organizational initiatives and strategic priorities.
• Aids the Manager of OAPS career development for OAPS staff.

Requirements

• Lead Performance Support Trainer: Bachelor’s Degree in a technical, education/training, instructional design, or job-related field; two (4) years of operations experience may be considered in lieu of education requirement. Ten (10) years of job-related experience in electric utility industry, equivalent training or performance support experience in electric utility operations environment (In excess of education requirement)
• Sr. Perf Support Trainer: Bachelor’s Degree in a technical, education/training or job-related field; two (2) years of operations experience may be considered in lieu of education requirement. Eight (8) years of job-related experience in electric utility industry, education, equivalent training or performance support experience in electric utility operations environment (In excess of education requirement)
• Performance Support Trainer III: Bachelor’s Degree in a technical, education/training or job-related field; two (2) years of operations experience may be considered in lieu of education requirement. Six (6) years of job-related experience in the electric utility industry, formal education or equivalent training or performance support experience in an electric utility operations environment.

Preferred Qualifications

• Demonstrated understanding of Project Management Principles

Other Requirements

• NERC Operator Certification or ability to obtain certification within twelve (12) months of hire.
• In-depth knowledge of the operations of the Bulk Electric System.
• Advanced understanding of systematic training, performance support, and job-task analysis.
• Working knowledge of NERC Reliability Standards, SPP Criteria, Market Protocols, OATT, and relevant FERC regulatory orders.
• Strong organizational skills; ability to manage multiple priorities in fast-paced operational conditions.
• Ability to use sophisticated analytical tools for operations desks.
• Understanding of and compliance with SPP Policies and Procedures.