Manager, Customer Service Learning

CenterPoint Energy and its predecessor companies have been in business for more than 150 years.    Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.    Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce. At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.     Job Summary

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. Essential Functions

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.  Education Description

Requires a 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.     Experience

Minimum of five (5) years of experience in learning and development or a related field required. Knowledge of customer service and/or field operations preferred.  Minimum of five (5) years of leadership experience managing teams or enterprise programs required.  Demonstrated experience in instructional design, facilitation,