Customer Operations Lead

AEP; United States; On-site; USD 75,000 - 93,000; Full time

Job summary

AEP is seeking a supervisor for the Customer Operations team in the United States. You will lead a group of associates, ensuring adherence to policies while supporting management with administrative duties.

You will monitor performance, resolve inquiries and outages, coordinate staffing, and build cross-unit relationships. The role emphasizes leadership, process improvement, and training with occasional overtime and rare travel.

Qualifications

• Bachelor's degree preferred.
• Minimum of four years' experience in customer service.
• Demonstrated leadership ability to supervise and direct assigned personnel.
• Good PC skills; familiarity with Word, Excel and PowerPoint.

Responsibilities

• Monitor performance to achieve departmental goals, budgets, and customer satisfaction.
• Direct investigation and resolution of customer inquiries and back-office work with documentation and coaching.
• Coordinate outage restoration activities and serve as duty supervisor when required.
• Establish and maintain relationships with operating company personnel and other business units.
• Assist in training and development of customer operations staff and materials.
• Support policy/procedure improvements and long/short term planning including forecasting.

Skills

Leadership

Customer service

PC skills

Microsoft Office

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

AEP is seeking a supervisor for the Customer Operations team in the United States. You will lead a group of associates, ensuring adherence to policies while supporting management with administrative duties.

You will monitor performance, resolve inquiries and outages, coordinate staffing, and build cross-unit relationships. The role emphasizes leadership, process improvement, and training with occasional overtime and rare travel.