Digital Platforms & Operational Resilience Mgr

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

Job summary

American Electric Power (AEP) seeks a senior leader to own the digital customer operations roadmap across web, mobile, IVR, and emerging channels. You will translate priorities into an executable plan that boosts self-service adoption, reduces customer effort, and improves satisfaction.

You’ll partner with Operating Companies, Customer Collaborative teams, IT and leadership to deliver cross-channel improvements and maintain governance, adoption, and metrics to realize business outcomes.

Qualifications

• Bachelor's degree in Business Administration, Computer Science or equivalent education and/or experience.
• Seven years' experience including supervisory experience in a customer service or support org.
• Experience leading complex cross-functional programs in digital customer experience.

Responsibilities

• Own the Customer Operations digital experience roadmap across channels.
• Partner with Operating Companies and IT to deliver improvements.
• Serve as business owner for user experiences across IVR, apps, portals, text and email.
• Evaluate changes to ensure a unified customer experience and address gaps across channels.
• Provide end-to-end leadership for digital initiatives from concept to deployment and adoption.
• Establish adoption strategies, metrics, dashboards, governance and stakeholder comms.

Skills

Digital leadership

Roadmap ownership

Cross-functional influence

Education

Bachelor's degree or equivalent

Tools

CRM technologies

IVR systems

Chatbots

Job description

Job Posting End Date
11-14-2026
Please 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.

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 You’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 - $177,503.00

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.

Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.
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.