Customer Operations Supervisor

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

Job Posting End Date

11-07-2026 Please note the job posting will close on the day before the posting end date.

Job Summary

Supervise a team of Customer Operations Associates in their day-to-day duties that include applying the organization's policies and procedures in response to customer needs. Plan, monitor, evaluate, and supervise work activities to achieve operational requirements and quality standards. Provide assistance to Associates and Management with administrative responsibilities.

Serve as the primary Customer Care contact for the Operating Company associated with the supervisor's assigned contact center, providing leadership for escalated issues, supporting customer service change initiatives, and maintaining regular touchpoints and operational updates regarding contact center performance, risks, priorities, and customer impacts.

Job Description

Customer Operations Supervisor:

What You'll Do:

• Monitor individual and team performance to achieve departmental and Company goals including, but not limited to budgets, operational performance, customer satisfaction, etc.
• Direct the investigation and resolution of customer inquiries and complaints, billing, credit, and other back-office customer related work, complete documentation, and provide feedback and coaching to Customer Operations Associates and management to ensure understanding and consistent application of policies and procedures.
• Direct and coordinate outage restoration activities, including dissemination of accurate outage information, call routing, staffing, and time keeping issues for assigned employees; serve as duty supervisor when required.
• Establish and maintain strong working relationships with operating company personnel, distribution and customer operations, and other AEP business units.
• Serve as the primary Customer Care liaison for the Operating Company associated with the assigned contact center, ensuring timely coordination, clear ownership, and effective resolution of escalated customer and operational issues.
• Establish a regular operating rhythm with Operating Company stakeholders to provide updates on contact center operations, service levels, customer experience trends, emerging risks, significant issues, and actions affecting the Operating Company supported.
• Represent contact center operations in Operating Company discussions and cross-functional forums; translate business needs into coordinated operating actions and communicate decisions, dependencies, and impacts to center leadership and frontline teams.
• Lead or coordinate support for customer service change initiatives, including impact assessment, implementation planning, stakeholder alignment, employee readiness, communication, training coordination, and post-implementation stabilization.
• Lead and coordinate continuous improvement initiatives that use operational data, employee and customer feedback, and root-cause analysis to improve service, quality, efficiency, and policy execution.
• Provide leadership during complex or high-impact customer events by coordinating cross-functional response, escalating risks, communicating status, and ensuring actions are documented through resolution.
• Exercise sound judgment and decision-making within established authority, balancing customer, employee, Operating Company, regulatory, and operational considerations; elevate material risks and recommendations to management.
• Develop and deliver concise operational updates and recommendations to management and Operating Company stakeholders, including performance trends, issue status, corrective actions, resource considerations, and expected outcomes.
• Assist with the development and training of customer operations employees.
• Assess, recommend, and assist with the development of training materials for the customer operations center.
• Assist in the development and implementation of policy and procedure improvements and assist in the development of short term and long-term plans, including forecasting and budgeting, as required.
• Lead assigned workstreams and coordinate cross-functional action plans, milestones, risks, and stakeholder updates through implementation and sustainment.
• Administer job performance reviews and recommend the promotion, demotion, selection, discipline, and dismissal of assigned personnel.
• Build leadership capability and succession readiness through coaching, development planning, talent assessment, and accountability for consistent performance management practices.
• Promote safety and health programs to safeguard employees, the general public, and company property.
• Plan and direct benchmarking efforts across the OPCO to identify best practices, highlight performance gaps and build execution plan.
• Foster open lines of communication with OPCO leadership and all levels of management regarding the functions listed above

What We're Looking For:

Education Experience requirement listed below:

Bachelor's degree is preferred, typically in a business-related field.

Work