Manager of Customer Experience, Training and QA

This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4867231 Summit Utilities\ \ Join our growing team and discover why Summit Utilities, Inc. continues to earn national and regional recognition as an employer of choice. Our recognitions include Best Places to Work in Maine (20192025); Best Places to Work in Arkansas (2020, 2023, 2025); Best Places to Work in Oklahoma (20222025); Best Places to Work in Missouri (2023 and 2026); Best Places to Work in Colorado (2025); Forbes Americas Best Small Employers (2023); and, most recently, Proud and Purposeful Employer (2026). Summit is a growing natural gas utility providing safe, reliable, and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers, and the communities where we live. We aim to bring warmth and energy to everything we do. We have an exciting opportunity for a Manager of CX, Training and QA (SGL33). This hybrid position may be based in our Little Rock, Fort Smith, or Fayetteville Arkansas offices. POSITION SUMMARY The Manager of Customer Experience, Training & Quality Assurance provides strategic leadership for the governance, execution, and continuous improvement of Training and Quality Assurance programs supporting Customer Experience operations.This role provides leadership and direction to Training and Quality Assurance team members supporting Customer Service, Sales Support, Billing, and Credit & Collections. The position partners with Customer Experience leadership and enterprise stakeholders to close quality gaps, strengthen employee readiness, improve operational performance, ensure adherence to regulatory and business requirements, and promote a consistent customer experience across Summit Utilities. The Manager oversees new-hire and ongoing training programs, curriculum governance, learning effectiveness, quality monitoring standards, calibration processes, performance insights, and employee development. This role also serves as a key readiness leader for major process changes, system implementations, regulatory requirements, emergency training needs, and legacy operating-company migrations. PRIMARY DUTIES & RESPONSIBILITIES Lead the strategy, governance, and continuous improvement of Customer Experience Training and Quality Assurance programs, aligned with operational priorities, workforce needs, and regulatory requirements. Manage, coach, and develop the Training and Quality Assurance team setting priorities, performance expectations, workload allocation, development plans, and accountability for deliverables. Direct training strategy and delivery across Customer Service, Sales Support, Billing, and Credit & Collections, including new-hire onboarding, cross-functional training, refresher and regulatory training, and system/process training. Own and continuously improve the new-hire training and readiness program curriculum, assessments, remediation, nesting support, graduation criteria, and production-readiness standards. Establish governance for training content: instructional design, facilitation standards, approvals, version control, curriculum maintenance, and learning-platform administration. Establish and oversee Quality Assurance standards scorecards, monitoring guidelines, sampling methodology, calibration, reporting, and dispute resolution across appli\ \ \ \ Equal employment opportunity, including veterans and individuals with disabilities.\ \ PI287655939