Customer Operations Supervisor

AEP Service Corporation; United States; On-site; USD 99,000 - 129,000; Full time

Job summary

AEP Service Corporation in the United States is seeking a Customer Operations Supervisor to lead a team responsible for applying policy, monitoring performance, and handling escalated customer issues. You will direct outages coordination, coach staff, and partner with operating company teams to improve service levels and customer experience.

Required: bachelor’s degree preferred, at least four years in customer service with prior supervisory responsibility; strong communication, analytical, and

Qualifications

• Bachelor's degree is preferred, typically in a business-related field.
• Minimum of four years' experience in customer service.
• Previous leadership experience with direct responsibility for employees and direct reports is required.
• Customer service or contact center leadership experience is strongly preferred.

Responsibilities

• Monitor individual and team performance to achieve departmental goals and company objectives.
• Direct investigation and resolution of customer inquiries and complaints, billing, and back-office work.
• Coordinate outage restoration activities and serve as duty supervisor when required.
• Lead cross-functional relationships and provide timely updates to leaders and stakeholders.

Skills

Leadership

Customer service leadership

Communication

Analytical thinking

Project management

Education

Bachelor's degree

Tools

Microsoft Office

Word

Excel

PowerPoint

Job description

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 Experience requirement listed below: Minimum of four years' experience in customer service. Previous leadership experience with direct responsibility for employees and direct reports is required. Customer service or contact center leadership experience is strongly preferred.

Other Requirements: Demonstrated leadership ability to effectively supervise and direct the work of assigned personnel and the ability to effectively and professionally deal with co‑workers and customers is required. Project management experience, including coordinating scope, schedules, risks, dependencies, stakeholders, and implementation activities. Experience leading or coordinating continuous improvement initiatives and translating findings into sustainable operational changes. Change management experience, including stakeholder engagement, change impact assessment, communication, employee readiness, training coordination, adoption, and reinforcement. Demonstrated experience serving as a primary business contact or liaison across organizational boundaries and communicating operational performance, risks, and recommendations to leaders and stakeholders. Strong analytical and business acumen, with the ability to interpret contact center and customer experience measures, identify trends and root causes, and use insights to prioritize action. Demonstrated ability to lead through ambiguity, manage competing priorities, make timely decisions, and coordinate response to complex or high‑impact operational issues. Knowledge of customer operations policies, regulatory requirements, internal controls, and compliance expectations, with the ability to promote consistent execution and elevate risk appropriately. Strong written and verbal communication skills, including the ability to prepare and deliver concise operational updates, influence cross‑functional partners, and communicate change to varied audiences. Good PC skills, ability to use a variety of software and database applications utilized by customer operations. Basic understanding of Microsoft Office Products, such as Word, Excel and PowerPoint. Occasional and scheduled overtime is required to meet the needs of the Customer Operations Center Supervisor shifts are assigned according to the needs of the center and can include evenings and weekends. Travel is possible, but rare.

What You'll Get:

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well‑being of our employees. Where Putting the Customer First Powers Everything We Do! At AEP, we're more than just an energy company — we're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward‑thinking organization, this is the company for you!

Compensation Data

Compensation Grade: SP20-008

Compensation Range: $98,993.00 - $128,688.00

The Physical Demand Level for this job is:

S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company-sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.

At American Electric Power, we provide more than electricity to our millions of customers - we energize possibilities. We're redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce. All while delivering the reliable service our customers expect. It's an exciting time in the energy industry. Are you ready to be part of it? We're looking for team members to help create the grid of the future. Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.