Director, Customer Experience & Growth (Energy Solutions)

American Electric Power; Tulsa (OK); On-site; USD 160,000 - 209,000; Full time

Benefits offered by this job

Base Salary

Annual Bonus

Long Term Incentive

401K

Pension

Comprehensive Benefits Package

Job summary

The Director Customer Services & Business Development at American Electric Power in Tulsa leads a team delivering outstanding customer experiences while driving growth through new revenue opportunities and strategic partnerships.

You will oversee customer service operations, design and implement customer experience improvements, and coordinate with field services, marketing, and product teams to optimize satisfaction and loyalty.

Qualifications

• 12+ years of professional experience in customer relations, including 7 years in leadership.
• Working knowledge of electric distribution systems.
• Experience with Microsoft Excel, Word, and PowerPoint.
• Project or program management experience is strongly preferred.

Responsibilities

• Lead and manage a team of customer service professionals by establishing a culture that promotes employee engagement, safety, AEP Core values, and provides the training and professional development necessary to provide superior customer service.
• Oversee the Operating Company strategies to identify and implement Alternative Energy opportunities.
• Lead the process to recommend new products and services; identify target markets.
• Lead business development initiatives that strengthen engagement with existing customers, expand value-added solutions, and enhance long-term customer partnerships.
• Identify, evaluate, and advance new revenue opportunities for the Operating Company through customer-driven offerings, strategic partnerships, and commercially viable programs.
• Formulate, implement, and administer policies, practices and programs pertaining to account management of residential, commercial, and industrial customers.
• Direct the successful resolution of customer inquiries such as power quality, quality of service and billing, and proactive customer focus and communications regarding power interruptions.
• Represent the Operating Company on corporate initiatives focused on improving the customer experience and providing regular updates to Operating Company management on customer experience strategies.
• Oversee the contract negotiation and administration process to ensure proper rate application for customers and adequate return for the Operating Company.

Skills

Leadership experience

Customer relations

Strategic thinking

Project management

Education

Bachelor's degree in business, Engineering or related discipline

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

The Director Customer Services & Business Development at American Electric Power in Tulsa leads a team delivering outstanding customer experiences while driving growth through new revenue opportunities and strategic partnerships.

You will oversee customer service operations, design and implement customer experience improvements, and coordinate with field services, marketing, and product teams to optimize satisfaction and loyalty.