CustomerCare Operations Lead

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

Benefits offered by this job

Competitive compensation

Comprehensive benefits package

Job summary

American Electric Power is seeking a Customer Operations Supervisor to lead a team responsible for handling customer inquiries, billing issues, and back-office tasks. You will supervise day-to-day activities, ensure policy adherence, and collaborate with other units to meet service goals.

You’ll oversee outage coordination, performance metrics, and change initiatives while coaching Associates and management.

Qualifications

• Bachelor’s degree is preferred, typically in a business-related field.
• Minimum of four years’ experience in customer service; leadership experience required.
• Customer service or contact center leadership experience is strongly preferred.
• Demonstrated leadership ability to supervise personnel and colleagues professionally.
• Project management experience coordinating scope, schedules, risks and stakeholders.
• Experience leading continuous improvement initiatives and translating findings into changes.
• Change management experience, including stakeholder engagement and training coordination.
• Strong written and verbal communication; interpret customer experience metrics.
• Occasional travel and overtime may be required; shifts can include evenings/weekends.

Responsibilities

• Monitor performance to meet departmental and company goals, including budgets and customer satisfaction.
• Direct investigation and resolution of inquiries, complaints, billing, and back-office work with coaching.
• Coordinate outage restoration activities and staffing; serve as duty supervisor when required.
• Build relationships with operating company personnel and other units.
• Provide leadership during escalated customer issues and coordinate cross-functional responses.
• Deliver regular operational updates on performance, risks, and actions to leadership.
• Lead or coordinate customer service change initiatives, including planning and training.
• Drive continuous improvement using data, feedback, and root-cause analysis.
• Oversee performance reviews and talent development within the team.
• Promote safety, health programs, and adherence to policies and controls.

Skills

Leadership

Customer service

Communication

Analytical thinking

Project management

Change management

Cross-functional collaboration

MS Office

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

American Electric Power is seeking a Customer Operations Supervisor to lead a team responsible for handling customer inquiries, billing issues, and back-office tasks. You will supervise day-to-day activities, ensure policy adherence, and collaborate with other units to meet service goals.

You’ll oversee outage coordination, performance metrics, and change initiatives while coaching Associates and management.