Digital Platforms & Customer Experience Leader

AEP; Columbus (OH); On-site; USD 137,000 - 178,000; Full time

Job summary

AEP in Columbus, OH seeks a Digital Platforms & Operational Resilience Manager to own the customer-facing digital experience across web, mobile, IVR, and messaging channels. You will translate priorities into a multi-year digital roadmap, drive adoption, reduce customer effort, and improve satisfaction while coordinating with Customer Care Operations, IT, and operating companies.

Lead end-to-end initiatives, monitor outcomes, and ensure regulatory compliance and operational readiness.

Qualifications

• Bachelor's degree or equivalent education/experience.
• Minimum seven years in customer service or support with supervisory experience.
• Experience leading digital customer experience programs.

Responsibilities

• Own the Customer Operations digital experience roadmap across channels.
• Partner with Operating Companies and IT to deliver customer experience improvements.
• Act as business owner for customer journeys and adoption of new capabilities.
• Establish governance, metrics, and communication for roadmap initiatives.

Skills

Roadmap management

Cross-functional leadership

Education

Bachelor's degree in Business Administration, Computer Science or equivalent

Tools

CRM technologies

IVR / digital channels

Job description

AEP in Columbus, OH seeks a Digital Platforms & Operational Resilience Manager to own the customer-facing digital experience across web, mobile, IVR, and messaging channels. You will translate priorities into a multi-year digital roadmap, drive adoption, reduce customer effort, and improve satisfaction while coordinating with Customer Care Operations, IT, and operating companies.

Lead end-to-end initiatives, monitor outcomes, and ensure regulatory compliance and operational readiness.