Customer Care Operations Leader

AEP Service Corporation; Fort Wayne (IN); On-site; USD 70,000 - 95,000; Full time

Job summary

AEP Service Corporation is seeking a Customer Operations Supervisor to lead a team in day-to-day duties, applying policies, planning and supervising work to meet quality standards. You will act as primary Customer Care liaison for the operating company, escalating issues and coordinating updates on performance and risks.

The role includes supervising associates, guiding outages, and driving process improvements while ensuring clear ownership and timely resolution of customer and operational

Qualifications

• Bachelor's degree preferred in a business-related field.
• Experience in supervising customer operations.
• Strong leadership and coaching skills.

Responsibilities

• Monitor team performance to meet departmental goals and budgets.
• Direct investigation and resolution of customer inquiries, billing, and back-office tasks with coaching to staff.
• Coordinate outage restoration activities, staffing, routing, and timekeeping as needed.
• Establish strong working relationships with operating company personnel and other units.
• Lead or support customer service change initiatives with impact assessments and training coordination.
• Drive continuous improvement using data, feedback, and root-cause analysis to improve service and efficiency.

Skills

Leadership

Ops management

Coaching

Performance monitoring

Education

Bachelor's degree

Tools

CRM systems

Job description

AEP Service Corporation is seeking a Customer Operations Supervisor to lead a team in day-to-day duties, applying policies, planning and supervising work to meet quality standards. You will act as primary Customer Care liaison for the operating company, escalating issues and coordinating updates on performance and risks.

The role includes supervising associates, guiding outages, and driving process improvements while ensuring clear ownership and timely resolution of customer and operational