Customer Operations Lead

American Electric Power; Fort Wayne (IN); On-site; USD 99,000 - 129,000; Full time

Job summary

American Electric Power in Fort Wayne, IN is seeking a Customer Operations Supervisor to lead a team of Associates in delivering exceptional service. You will apply policies, plan, monitor, and supervise day-to-day activities to meet quality standards and customer needs.

You will serve as the primary care contact for the operating company, provide escalation support, coordinate outage information, manage performance updates, and drive cross-functional collaboration with other units.

Qualifications

• Bachelor's degree in business-related field.
• Minimum of four years' experience in customer service or call center leadership.
• Experience leading teams and managing performance.
• Project management experience and stakeholder coordination.
• Change management experience and ability to drive adoption.

Responsibilities

• Supervise daily operations of Customer Operations Associates.
• Monitor performance against goals and budgets.
• Direct investigation and resolution of inquiries and complaints.
• Coordinate outage restoration communications and staffing.
• Provide leadership during escalated events and cross-functional collaboration.
• Drive continuous improvement using data, feedback, and root-cause analysis.
• Develop training materials and support policy improvements.

Skills

Leadership

Customer service

Communication

Analytical thinking

Project management

Change management

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Office

CRM software

Database applications

Job description

American Electric Power in Fort Wayne, IN is seeking a Customer Operations Supervisor to lead a team of Associates in delivering exceptional service. You will apply policies, plan, monitor, and supervise day-to-day activities to meet quality standards and customer needs.

You will serve as the primary care contact for the operating company, provide escalation support, coordinate outage information, manage performance updates, and drive cross-functional collaboration with other units.