Manager, Customer Service Learning

Location: Houston, TX, 77002

About the role

CenterPoint Energy is looking for a Manager, Customer Service Learning to join our Learning & Organizational Development team. This role leads Customer Service Learning strategy and execution, partners with Customer Service leadership and enterprise stakeholders, and delivers scalable, data-informed learning solutions that strengthen workforce capability, improve the customer experience, and support operational performance.

The Manager, Customer Service Learning leads a geographically dispersed team supporting Minnesota, Indiana, and Houston and ensures consistent, effective learning delivery across regions. The role advances modern learning practices through digital and AI-enabled solutions while aligning learning products to LOD standards, leadership behaviors, and change enablement practices.

Responsibilities

• Lead Customer Service Learning strategy aligned to Customer Service priorities, enterprise workforce goals, and broader LOD portfolio priorities.
• Partner with Customer Service operations leaders to identify capability gaps, translate business needs into LOD-aligned learning plans, and implement scalable learning solutions.
• Oversee onboarding, cross-functional, technical, sales, and leadership training programs that support employee capability and operational performance.
• Ensure effective blended learning delivery, including classroom, virtual, eLearning, simulations, AI-enabled solutions, and immersive practice experiences.
• Establish governance for content quality, instructional design, facilitation, evaluation, delivery standards, and sustainment practices.
• Partner across LOD to integrate instructional design, learning technology, change management, and leadership development support into Customer Service Learning initiatives.
• Conduct performance consulting using operational data, quality insights, learner feedback, and stakeholder input to distinguish training needs from process, communication, or change needs.
• Measure learning effectiveness using KPIs, learner feedback, and business outcomes; provide insights that inform continuous improvement and LOD reporting.
• Lead, coach, and develop trainers and coordinators across regions while strengthening collaboration and consistency across regional Customer Service Learning teams.
• Serve as a strategic advisor on training readiness, change initiatives, launch decisions, and sustainment efforts, including support during high-volume periods or All Hazards Operations Plan events, as needed.

Requirements

• Bachelor’s degree from an accredited college or university. A degree in learning and development, instructional design, organizational development, business, human resources, education, communications, or a related field is preferred.
• Minimum of five (5) years of experience in learning and development or a related field.
• Knowledge of customer service and/or field operations preferred.
• Minimum of five (5) years of leadership experience managing teams or enterprise programs.
• Demonstrated experience in instructional design, facilitation, adult learning principles, and blended learning delivery.
• Experience applying performance consulting, learning governance, measurement practices, and continuous improvement within an LOD or enterprise learning environment preferred.
• Experience with digital learning platforms, learning technology, and AI-enabled content development preferred.
• Ability to partner effectively across instructional design, learning technology, change management, leadership development, operations, and enterprise stakeholder groups.
• Able to communicate clearly, influence stakeholders, coach employees, and translate business priorities into practical learning solutions.

Benefits

• Competitive pay
• Paid training
• Benefits eligibility begins on your first day
• Transit subsidies
• Flexible work schedule, paid holidays and paid time off
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
• Professional growth and development programs including tuition reimbursement
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution

Schedule

Full Time