Mgr, Learning, Development & Quality Assurance

Posted Date: Feb 8, 2024

Location: Camden, NJ, US, 08102

Company: American Water Works Company Inc

Share Our Purpose.  Be Yourself.  Feel Valued. 


People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career.  Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.


We are Beautifully Different. We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role!  Click here for more information on our inclusion, diversity, and equity journey.


About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people across 14 regulated jurisdictions and 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

As one of the fastest growing utilities in the U.S., American Water expects to invest $30 to $34 billion in infrastructure repairs and replacement, system resiliency and regulated acquisitions over the next 10 years. The company has a long-standing history of executing its core operations, aligned with sustainable best practices, through its commitments to safety, affordability, customer service, protecting the environment, an inclusive workforce and strengthening communities.

American Water has been recognized on the 2023 Bloomberg Gender-Equality Indexfor the fifth consecutive year, ranked 18th on Barron’s 100 Most Sustainable U.S. Companies 2023 List, earned the U.S. Department of Homeland Security SAFETY Act designation and U.S. Environmental Protection Agency’s WaterSense® Excellence Award, among additional state, local and national recognitions.

For more information, visit and join American Water on LinkedInFacebookTwitter and Instagram.


Do you have a passion for managing a team of Learning, Development and Quality Assurance professionals in developing varied training projects, and performance improvement solutions? Then this role is for you! Apply today for immediate consideration!

Primary Role

Responsible for managing a team of Learning, Development and Quality Assurance professionals in developing varied training projects, and performance improvement solutions for our American Water workforce. Build relationships with all stakeholders, HR business partners and Customer Service Organization leadership to ensure training needs are being met. 

Key Accountabilities

  • Manage the creation and implementation of effective training programs. Ensure all training programs are reviewed and/or updated on a regular basis to ensure accuracy and effectiveness.
  • Create, implement, and maintain a needs assessment process that allows the business to plan for future training needs.
  • Ensure learning and quality assurance team members are providing consistent support to the business by providing structure and guidance in terms of our services and our performance consulting approach.
  • Support the learning and quality assurance team members by removing roadblocks, offering feedback, and following through on all commitments.
  • Prioritize learning and quality assurance team members’ tasks to ensure the highest priority items are addressed.
  • Identify development areas of learning and quality assurance team members and ensure they are getting the opportunity to develop through on-the-job training, through mentors or through formal training.
  • Collaborate with other Learning and Development colleagues to identify best practices and process improvement opportunities.
  • Ensure consistency across products developed by Learning and Development.
  • Perform as a member of the leadership team by setting strategies, evaluating employees, processes, and technology.
  • Develop a retain strategy for all programs to ensure training is being retained by participants to include collecting and reporting on metrics. Ensure leaders of participants clearly understand their role in development of employees and the retention of content.


  • Excellent time management and leadership skills such as prioritizing, organizing, delegating, problem solving, and strategic planning.
  • Strong analytical and technical skills focused on problem solving and process improvement in a rapidly changing environment.
  • Ability to interpret data, draw correlations and identify root causes to solve complex issues.
  • Strong interpersonal skills including communicating, mentoring, coaching, collaborating, and team building.
  • Strong verbal and written communication skills for a wide variety of audiences including proven ability to deliver presentations.
  • Excellent decision-making ability, balancing what is right with what is realistic.
  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
  • Demonstrated ability to lead through influence and to deliver results through others while overcoming obstacles to succeed. Fosters a culture of success and quality through driving results.
  • Strong change management skills including developing, executing, and reporting on change management initiative.s
  • Adult learning theory and instructional design methodology (ADDIE or 6Ds).
  • Microsoft office suite of products including PowerPoint, Publisher, Word and Excel as well as Adobe suite of design applications, Office 365, SharePoint, Captivate, Camtasia, and other e- learning authoring tools.
  • Working knowledge of learning programs and courses in an LMS. 
  • Working knowledge of creating, running and distributing standard and custom learning reports in an LMS.
  • Working knowledge of troubleshooting SCORM content.
  • Ability to write and/or manage the development of guidance documents Performance consulting.
  • Communication skills Coaching skills Relationship Building.
  • Strategic thinking and planning process development.
  • Knowledge of SAP’s Success Factors preferred. 
  • Knowledge of the water industry operations, preferred.


  • 10 years’ experience in Learning and Development, conducting needs assessments, designing SCORM compliant eLearning and instructor- led training, or relevant experience.
  • 5+ years supervisory or managerial experience required.
  • Quality assurance experience preferred.
  • Bachelor’s degree in Instructional Design, I/O Psychology, or Education or equivalent work-related experience required. 
  • Master’s degree preferred.

Travel Requirements

  • May need to travel (15%) to designated company location for meetings, training, technology, or connectivity purposes.

Certifications & Licenses

  • Certification in change management, performance technology, or talent development preferred.

Work Environment

  • Primarily remote/work from home. Must be within 2 hours of an American Water service territory. 


Prioritizes & Role Models Safety
Develops Talent
Plans, Aligns, & Directs
Drives Engagement
Decision Quality



Join American Water...We Keep Life Flowing


American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

Nearest Major Market: Philadelphia