Digital Platforms & Operational Resilience Mgr

American Electric Power Co.; 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

Digital Platforms & Operational Resilience Mgr### Digital Platforms & Operational Resilience MgrApply: Columbus, OH: Full time: Posted Today: End Date: November 14, 2026 (10 days left to apply): R20810**Job Posting End Date**11-14-2026Please note the job posting will close on the day before the posting end date.**Job Summary**The position serves as the business owner and delivery leader for customer-facing digital capabilities across web, mobile, IVR, digital assistant, text, email, and emerging customer engagement channels. The role is accountable for translating Customer Collaborative and Operating Company priorities into an executable digital roadmap that improves customer experience, increases self-service adoption, reduces customer effort, and optimizes operational efficiency. This individual acts as the primary liaison between Customer Care Operations, Operating Companies, the Customer Collaborative, Information Technology, and digital product teams to ensure a consistent, seamless, and customer-centric experience is delivered across all customer interaction channels. The role is responsible for driving adoption of new capabilities, monitoring business outcomes, identifying customer experience gaps, and ensuring technology investments deliver measurable value to customers and the organization.**Job Description****What You’ll Do:** * Own the Customer Operations digital experience roadmap, ensuring customer-facing capabilities align with strategic business objectives, Customer Collaborative priorities, regulatory requirements, and Operating Company needs while developing and maintaining a multi-year roadmap focused on increasing digital adoption, reducing customer effort, improving customer satisfaction, reducing avoidable contacts, and optimizing cost-to-serve.* Partner with Operating Companies, Customer Collaborative teams, Digital Product Owners, IT, and Customer Operations leaders to identify, prioritize, and deliver customer experience improvements across all customer channels.* Serve as the business owner for the customer experience across IVR, Digital Assistant, Mobile Applications, Customer Web Portals, Text Messaging, Email Communications, and future self-service technologies.* Evaluate proposed technology changes, enhancements, and customer journeys to ensure a consistent unified customer experience while identifying and addressing customer experience gaps, redundancies, and inconsistencies between digital and assisted-service channels.* Provide end-to-end leadership for customer-facing digital initiatives from concept through deployment, adoption, benefit realization, and operational readiness, ensuring enhancements are successfully implemented, communicated, measured, and adopted by customers and internal stakeholders.* Establish adoption strategies, success metrics, performance dashboards, governance processes, and coordinated stakeholder communications while managing cross-functional resources, dependencies, timelines, and risks to ensure technology investments achieve intended business outcomes and successful delivery of roadmap initiatives.* Act as the primary Customer Operations liaison to the Customer Collaborative and Operating Companies regarding digital customer experience priorities, enhancements, performance, and future opportunities.* Represent the voice of customers and contact center operations during the design and implementation of customer-facing solutions while facilitating prioritization discussions and business case development to ensure digital investments address customer pain points and enterprise objectives.* Provide regular updates on roadmap progress, adoption results, customer feedback, operational impacts, risks, and future opportunities to stakeholders and leadership.* Leverage customer feedback, operational metrics, digital analytics, voice-of-customer insights, and contact center data to monitor digital containment, channel migration, adoption, customer effort, repeat contact rates, and customer satisfaction while identifying opportunities to eliminate avoidable contacts, improve self-service success rates, and create a seamless omnichannel experience.* Partner with IT and digital product teams to define requirements, acceptance criteria, customer journeys, and success measures for future enhancements while establishing governance processes that ensure customer-facing technology changes are evaluated for customer experience, operational impacts, regulatory compliance, and organizational readiness prior to deployment.* Drive continuous improvement initiatives that simplify customer interactions, increase operational efficiency, improve customer satisfaction, and maximize the value of customer-facing technology investments.* Serve as the Customer Operations owner for operational resilience and business continuity planning across customer-facing digital applications and engagement platforms, partnering with IT, Digital Product teams, Business Continuity leaders, and Operating Companies to ensure appropriate availability, recovery capabilities, continuity plans, and resiliency requirements.* Establish and maintain governance processes, contingency plans, escalation procedures, alternate customer support processes, customer communication strategies, recovery objectives, customer-impact mitigation plans, and operational response procedures, including cross-functional exercises and recovery testing activities that validate business continuity strategies and organizational readiness.* Lead operational response activities during significant application disruptions, monitor platform reliability, recurring incidents, outage trends, and resiliency risks, drive corrective actions and long-term improvements, and provide executive leadership visibility into platform health, operational risks, outage impacts, business continuity readiness, and remediation plans. **What We're Looking For:** **Education requirements are listed below:*** Bachelor's degree in Business Administration, Computer Science or equivalent education and/or experience**Work Experience requirement listed below:*** Minimum of seven years' experience, including previous supervisory experience in a customer service or support organization.* Demonstrated experience leading complex cross-functional programs involving digital customer experience, self-service technologies, customer engagement platforms, or contact center transformation initiatives.* Experience managing roadmaps, business requirements, stakeholder engagement, adoption strategies, and benefit realization for customer-facing technologies.* Strong understanding of digital customer experience principles, customer journey mapping, omnichannel service delivery, and change management practices.* Experience working with or supporting customer-facing platforms including web, mobile applications, IVR, conversational AI, chatbots, text messaging, email communications, and CRM technologies.* Proven ability to influence without direct authority and build consensus across business, technology, operations, and executive stakeholders. **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:**SP20-010**Compensation Range:**$136,539.00 - $177,503.00The 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.