Director, Operational Training

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 amwater.com and join American Water on LinkedIn, Facebook, Twitter and Instagram. Position Information $145,600 - $231,400 The base salary range represents a good faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity. In addition to compensation, you will be offered a comprehensive benefits package including 401(k),Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally! Primary Role The Director, Operations Training is responsible for leading the company-wide operational training strategy, combining deep operational insight with strong enterprise program leadership. This role ensures the design and delivery of training programs that build the technical capabilities required to safely maintain, support, and operate water and wastewater systems. Leading a team of operational and technical trainers/SMEs, the Director drives the development of standardized, scalable training across treatment, distribution, collection, and field services, translating operational needs and performance gaps into effective learning solutions. This position oversees the governance, processes, and resources required to administer technical training programs. The Director partners closely with State Operations, HR, business performance teams, and labor stakeholders to align training with business needs, manage delivery capacity, and implement modern training methods and technologies. Success in this role requires balancing hands-on operational credibility with disciplined program execution to ensure training effectiveness and measurable impact on operational performance.Key Accountabilities

• This position has the direct responsibility for managing the processes and resources required for the maintenance and administration of technical training associated with Water and Wastewater System Treatment, Distribution, Collection and Field Services.
• Responsible for designing and implementing Operational Training programs and processes; provide leadership, guidance and management of a team engaged in the delivery of technical training services.
• Operational Performance Improvement Leadership - Responsible for facilitating the development and implementation of short-term and long-term strategic improvement initiatives to close performance gaps identified by performance metrics or benchmarking.
• Partner with business performance to ensure continued improvement in processes and focus on improved training effectiveness to address business needs based on performance trends and issues.
• Promote diversity and foster teamwork, collaboration and a learning organization.
• Maintain strong relationships with subject matter experts, occupational work groups and bargaining unit leadership in order to identify training needs and related content to meet business needs.
• Work with internal and external stakeholders to ensure continuous development of existing curriculums and methods for effectively delivering course content.
• Contribute to the development and management of performance measures to determine training effectiveness.
• Work with the operations teams to develop scheduling capacity models to ensure the timely delivery of training to meet the training demand on an annual basis.
• Develop alternate training methods to deliver course content that includes the utilization of technology, and ensure training is delivered through the most effective means.Knowledge/Skills
• Comprehensive knowledge of water and wastewater operations, including treatment, distribution, collection systems, and field services practices.
• Knowledge of program and project management disciplines, including planning, resource allocation, prioritization, and execution of large-scale, multi-site initiatives.
• Knowledge of regulatory and compliance requirements (e.g., EPA, state environmental regulations, operator certification standards) impacting water and wastewater operations.
• Understanding of operational performance metrics, benchmarking practices, and continuous improvement frameworks to assess and enhance training effectiveness.
• Knowledge of workforce planning, scheduling, and capacity modeling to align training delivery with operational demands.
• Awareness of labor relations and union environments, including collaboration with bargaining units and adherence to collective bargaining agreements.
• Understanding of change management and organizational development principles to support adoption of new training programs and operational improvements.
• Knowledge of safety standards and practices (e.g., OSHA) relevant to utility operations and field-based work environments.
• Familiarity with cross-functional business operations, including partnership with operations leadership and technical subject matter experts to align training with business needs.
• Strong process, project, and program management skills.
• Proven ability to lead through influence and deliver results through others.
• Ability to be both visionary and strategic in thinking, as well as tactical in executing training strategies while anticipating and considering how the business may be impacted by training initiatives.
• Strong quantitative skills (e.g., analytical, technical, problem solving).
• Effective people management skills (e.g., planning, organizing, recruiting, controlling, and leading individual staff and teams).
• Excellent written and verbal communication skills (e.g., fluency in report writing and presentations).
• Effective interpersonal skills (e.g., persuasion, negotiation, listening, cooperation, tact, diplomacy, problem solving, internal consulting).
• Leadership presence (e.g., ability to deal effectively and maintain collaborative relationships with Company senior management and other key stakeholders).Experience/Education
• Bachelor’s degree in operations management, industrial engineering, or related field is preferred. Equivalent role related work experience in lieu of a degree will be considered.
• 15 years of experience in the Utility, Manufacturing or Process Industry, with experience of training, developing and mentoring employees.
• 5 years in a leadership position with direct reports.
• Successful experience with implementing strategy across an organization.
• Experience within the water and/or wastewater utility industry is required.Travel Requirements

Up to 20%Work Environment

• This role can be located at any office within the AW footprint.
• Hybrid schedule (3 days in the office and 2 days remote) Certifications & Licenses

Water or wastewater Treatment or Production license(s) strongly preferredCompetenciesPrioritizes & Role Models SafetySelf-AwarenessDevelops TalentPlans, Aligns, & DirectsDrives EngagementDecision Quality