Customer Readiness Trainer

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 it employees and is proud to offer flexible work arrangements. This position would be eligible to participate in a hybrid or remote schedule. Relocation assistance is available.

Job Description

Under the general direction of the Manager, participates in researching, designing, developing, conducting and evaluating training to support the readiness needs of the Market Participants, other ISO departments, and other entities as required. Provides subject matter expertise to ISO business units regarding issues related to market participant readiness.

What You Will Be Doing:

Provide Readiness Expertise and Serve as a Point-of-Contact. Supports our internal customers by providing information and knowledge and represents the SECE division. Attends, schedules and participates in business meetings, and collaborates with ISO colleagues to develop “best practices” policies and procedures and to identify and resolve issues. 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. Participates in ongoing activities to increase collaboration between the Customer Readiness team and other ISO departments. Provides expertise and serves as a point-of-contact for the Customer Readiness team in order to advise on training and readiness issues.

Identifies, Manages, and Facilitates Customer Readiness Activities. Has complete ownership of all customer impacting readiness activities related to assigned releases, projects, changes, etc. Works with internal ISO teams to understand and participate in current customer impacting processes and any changes that impact customers. Determines actionable items for customers with regards to assigned ISO changes/enhancements. Works collaboratively with the Customer Experience team to communicate changes to customers and create targeted communications for customer impacting changes in a timely manner. Proactively reaches out to SMEs to obtain information as needed and works toward becoming a subject matter expert on assigned applications and releases. Facilitates training to both internal and external customers as needed. Attends internal and external meetings as required to gather customer impacting information.

Readiness Expansion and Evolution. Leads the expansion and evolution of readiness activities by maintaining and enhancing training plan templates, readiness notes templates and any other readiness tools. Helps to develop and maintain a readiness approach to verify that customers are prepared for changes that the CAISO is implementing. Follows projects after training facilitation completion to ensure training remains relevant and supports additional readiness activities as needed. Follows up with customers and evaluates training after changes have been placed into production to determine the effectiveness of readiness activities and makes adjustments as needed. Establishes and maintains quality control measures for readiness processes. Supports the development and upkeep of ISO Readiness webpage.

Qualifications

Level of Education and Discipline:

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

Amount of Experience:

Equivalent years of education and training, plus two (2) or more years related experience.

Certifications:

Training Certification in Instructional Design desired.

Type of Experience

Working knowledge of the ISO Tariff, Protocols and Operations Procedures and CAISO Market operations. CAISO experience or previous experience in front office or back office of a Scheduling Coordinator or other energy industry entity preferred. Previous experience as a corporate trainer or change management specialist desired, preferably within the energy industry.

Additional Information

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