Director Customer Services & Business Development

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

AEP Pension

Comprehensive Benefits Package

Job summary

American Electric Power in Tulsa, OK seeks a Director of Customer Services & Business Development to lead a team delivering exceptional customer experiences and to drive customer-driven revenue opportunities.

You will oversee development and deployment of customer experience improvements, coordinate with field services, marketing, and implementation of products/services and alternative energy strategies, and monitor KPIs to report performance.

Qualifications

• Bachelor’s degree in business, Engineering or a related discipline is required.
• Minimum 12 years of professional experience in customer relations or related experience including seven years of leadership experience.
• Working knowledge of electric distribution systems is required.
• Experience with Microsoft Excel, Word, and PowerPoint is required.
• Project and/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.

Education

Bachelor’s degree in business, Engineering or a related discipline

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Job Posting End Date

10-30-2026

Please note the job posting will close on the day before the posting end date.

Job Summary

As the Director Customer Services & Business Development you will provide management and leadership of a team of customer services professionals that are responsible for providing exceptional customer experiences for the Operating Company's customers. You will also be responsible for the overall design, development, implementation, analysis, and administration of the customer experience improvements to achieve and report on key performance indicators.

The Director Customer Services & Business Development will ensure effective customer team interactions and coordination with field services as well as marketing and implementation of both new and existing products and services and alternative energy strategies.

You will also lead business development strategies that deepen engagement with existing customers, expand value-added solutions, and strengthen long-term customer partnerships.

You will identify and advance new revenue opportunities for the Operating Company through customer-driven offerings, strategic partnerships, and commercially viable programs that support sustainable growth.

The Director Customer Services & Business Development will develop innovative customer solutions and advocate for implementation for those solutions dependent on actions from other organizations.

You will also continuously improve customer satisfaction as measured by the JD Power customer survey or other designated measurements.

Job Description

What You’ll Do:

• 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.

What We’re Looking For

Education

• Bachelor’s degree in business, Engineering or a related discipline

Experience

• Minimum 12 years professional experience in customer relations or related experience including seven years of leadership experience.
• Working knowledge of electric distribution systems is required.
• Experience with Microsoft Excel, Word, and PowerPoint required.
• Project and/or Program Management experience is strongly preferred.

Where You’ll Work:

• At our PSO Office in Tulsa, OK

What You’ll Get:

• Base Salary
• Annual Bonus
• Long Term Incentive
• 401K
• AEP Pension
• Comprehensive Benefits Package

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:

SP20-011

Compensation Range:

$160,434.00 - $208,565.50

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.

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.