Lead Customer Education Trainer (Local Remote)

Company Description

The California Independent System Operator (ISO) manages the flow of electricity across the high-voltage, long-distance power lines that make up 80 percent of California's power grid. We safeguard the economy and well-being of 30 million Californians by operating the grid reliably 24/7.

As the impartial grid operator, the California ISO opens access to the wholesale power market that is designed to diversify resources and lower prices. It also grants equal access to 25,865 circuit-miles of power lines and reduces barriers to diverse resources competing to bring power to customers.

The California ISO's function is often compared to that of air traffic controllers. It would be grossly unfair for air traffic controllers to represent one airline and profit from allowing that company's planes to go through before others. In the same way, the California ISO operates independently—managing the electron traffic on a power grid we do not own—making sure electricity is safely delivered to utilities and consumers on time and reliably.

The California ISO is committed to the health, safety, and work/life integration of its employees, and is proud to offer flexible work arrangements. This position would be eligible to participate in a hybrid or local remote work capacity,

Relocation assistance is available.

Job Description

Under the general direction of the Director, is responsible for leading, researching, designing, developing, conducting and evaluating training to support the training needs of market participants, ISO departments and other entities as required. Provides guidance and direction to other training team members. Acts as a subject matter expert, providing knowledge to ISO customers and internal business units regarding customer training.  This position will be responsible for the design, development, delivery, and evolution of the ISO Training & Certification Program (ITCP).

What You Will Be Doing:

Leads, designs, develops and delivers customer training programs. Responsible for the design, development, and delivery of 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. Conducts training needs analysis by obtaining internal and market participant input. Updates existing training materials to ensure that all training materials are current, accurate and meet quality standards.  Leads the team to ensure that all planned training activities are completed per schedule. Manages self-paced training via our Learning Management System (LMS).

Drives the expansion and evolution of the Customer Education training program. Leads the development of new programs and new training capability such as expanded CBT offerings, hands-on workshops and simulator training for applicants. Develops and maintains the training policy and training development methodology and establishes quality control measures for existing training. Designs and develops new foundational courses and seeks ways to improve and expand the training program and offerings. Evaluates existing training materials and suggests alternatives for delivery. Responsible for leading and supporting the development and evolution of the ISO Training Center.

Provides Customer Readiness expertise and serves as a primary point-of-contact. Represents the division and supports internal customers by providing knowledge and expertise. Responds to internal and external clients in a timely and accurate manner. Effectively communicates status of work items and issues to avoid delays and ensure continuity amongst the team. Leads ongoing activities to increase collaboration between the Customer Readiness team and other ISO departments. Advises on training and readiness issues.

Provides guidance, sets daily work assignment priorities for staff as needed.  Identifies staffing needs and mentors, coaches and trains staff to optimize the team.  Provides feedback to management regarding staff performance in support of the performance evaluation process.  May participate in department hiring activities such as interviewing and providing feedback on candidates' technical qualifications.

May function as a Department Manager and is accountable to Manager for actions taken in Manager's absence. May be granted additional supervisory authority based on department needs and/or consistent with departmental succession planning.

Qualifications

Level of Education and Discipline:

A Bachelor's degree (BA, BS) or equivalent education, training or experience in Organizational Development, Business Administration, Communications, or related field.  Master’s Degree preferred.

Amount of Experience:

Equivalent years of education and training, plus six (6) or more years related experience.

Certifications:

Training Certification in Instructional Design desired.

Type of Experience

• This position requires four or more years of experience in grid or plant operations.
• Experience in designing, developing, and delivering effective training programs and materials.
• Previous experience as a corporate trainer desired, preferably within the energy industry.
• CAISO experience (Operations or Markets) or previous experience in front office or back office of a Scheduling Coordinator or other energy industry entity preferred. 
• Experience with Captivate, Articulate and a Learning Management System preferred.
• Working knowledge of software development change management processes preferred.
• Good understanding of various teaching methodologies and tools.
• In-depth knowledge of learning theories and instructional design models.

Additional Skills and Abilities:

Demonstrates fundamental management and leadership skills with the ability to work effectively in a team environment as a leader, facilitator and team member.  Ability to provide practical and feasible solutions to problems, keeping multiple conflicting considerations into account. Excellent interpersonal, communication, and writing skills required. Excellent analytical skills are required, including the ability to effectively communicate complex technical materials and concepts in a non-technical manner.  Must be able to handle a dynamic and changing work environment, and work independently. Strong computer skills in Microsoft Office Suite. Self-motivated, problem solving skills and the ability to influence others without direct authority.

Strong focus on meeting customer needs and ensuring their satisfaction. Technical proficiency in energy industry technologies. Ability to plan, execute, and manage projects and training sessions. Must be able to assess the impact of technology changes and measure the effectiveness of training programs. Ability to build and maintain positive relationships with customers, vendors, and internal teams. Must possess excellent conflict resolution skills.  

Additional Information

The pay range for the Lead Customer Education Trainer is $116,700 - $194,500 annually.

All your information will be kept confidential according to EEO guidelines.