Customer Care Operations and Training Specialist

Badger Meter - Where Every Drop Counts and So Do You
 

At Badger Meter, we're more than a leading global water technology company - we're innovators with a mission: to preserve and protect the world's most precious resource. For over 120 years, our trusted solutions have enabled our customers to optimize the delivery and use of water, maximize revenue and reduce waste.

Every employee at Badger Meter is an important part of our success. Here, your work doesn't just move a business forward - it shapes a more sustainable future. We are committed to building a workplace where we celebrate differences, empower voices, and encourage fresh ideas that drive innovation.

When you join us, you'll find:

• Purpose-driven work that makes a real difference in communities around the globe.

• Career growth and development opportunities designed to help you achieve your potential.

• A supportive, inclusive culture where collaboration and creativity thrive.

Be part of something bigger. At Badger Meter, your contributions will ripple far beyond the workplace - creating lasting change for people and the planet.

What You Will Contribute:
 

JOB SUMMARY

The Customer Care Operations & Technical Training Specialist is responsible for enabling Customer Care and Technical Support teams through clear communication, effective technical training and documentation, and strong operational coordination, with a key focus on incident management communication and response enablement.

This role:

• Supports the development, execution, and continuous improvement of incident management processes, including internal communication, notifications, and coordination across teams during service-impacting events.
• Ensures training, communication, and operational guidance support compliance with internal standards, contractual obligations, and service requirements for Customer Care Operations.
• Requires a strong ability to work directly with engineers, system owners, and technical subject-matter experts to extract undocumented knowledge, clarify decision logic, and translate complex technical information into practical training materials and operational guidance.
• Ensures Customer Care teams are informed, prepared, and aligned during incidents through clear training, repeatable workflows, and timely communication.

The ideal candidate is a self-directed, multi-skilled professional who can independently run initiatives from concept through completion, manage timelines, coordinate resources, and operate effectively across technical and non-technical teams independently.

KEY RESPONSIBILITIES

Technical Training & Enablement

• Design, deliver, and maintain training programs for Customer Care and Technical Support teams.
• Translate technical systems, tools, and workflows into clear, engaging training content.
• Utilize multiple training formats including live training, recorded sessions, video-based learning, job aids, and online training platforms.
• Support onboarding and continuous enablement with updated, accessible training materials.
• Partner with subject-matter experts to ensure training reflects real-world use cases.

Incident Management Enablement & Internal Communication

• Design, implement, and evolve incident management communication workflows where formal processes and training do not currently exist.
• Establish clear standards for internal notifications, escalation paths, roles, and communication expectations during service-impacting events.
• Partner with Technical Support, Engineering, IT, Operations, Production, and leadership to define and document how incident communication should function, without serving as the owner of live incident response.
• Develop and deliver training to ensure Customer Care teams understand when, how, and through which channels to communicate during incidents.
• Ensure incident communication processes are repeatable, scalable, and aligned with internal standards, service requirements, and compliance expectations.
• Support the administration, configuration, updates, and ongoing maintenance of the incident management platform, coordinating with IT and/or third-party vendors as needed.
• Experience with incident management, alerting, or communication platforms is a strong plus.

Operational Standards & Quality Enablement

• Create and maintain operational documentation that directly supports training, day-to-day execution, and incident response.
• Ensure training materials and operational guidance clearly explain:
  • The sy