Manager, Customer Services

The AES Corporation; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

The AES Corporation in Indianapolis, IN is seeking a Manager, Customer Service to lead a dynamic contact center and drive exceptional service performance. The role emphasizes developing leadership, aligning policies, and ensuring operational effectiveness within the Customer Service Center.

Ideal candidates will have a bachelor’s degree and proven experience in supervising teams, regulatory compliance, and working in a union environment.

Qualifications

• Bachelor’s degree in business management, communications, HR or related field from an accredited college or university.
• Demonstrated leadership with a track record of coaching leaders and managing teams.
• Experience in a union environment and regulatory compliance is preferred.
• Strong communication skills with the ability to influence and negotiate.
• Proficient with Microsoft Office and related systems; able to handle confidential information.

Responsibilities

• Coach and develop leaders to cultivate employees and improve performance.
• Ensure effective, consistent coaching sessions across the organization.
• Manage, evaluate and improve Customer Services contact center functions.
• Communicate, implement and interpret Customer Services policies and procedures.
• Create a culture aligned with Safety First, Highest Standards, All Together.
• Align processes and policies across Customer Services units when possible.
• Ensure contact center operations comply with applicable regulations.
• Collaborate with other AES managers to standardize practices where applicable.
• Develop and adhere to financial targets and budgets.
• Foster a productive union relationship and work with the local union as needed.

Skills

Leadership

Coaching

Communication

Change leadership

Union relations

Data analysis

Microsoft Office

Education

Bachelor’s degree in business management, Communications, Human Resources or related field

Tools

Microsoft Office

Job description

Are you ready to be part of a companythat’snot just talking about the future, but actively shaping it? Join The AES Corporation, the largest US-based global power company witha teamof 8,300employees across 12 countries. AES has been ranked #1 byBloombergNEF in renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricityfor millions of peopleworldwide. We are proud to foster a strong workplace culture, earning prominent positions in Great Place to Work™ rankings across the markets where weoperate. AES was also named one of the World’s Most Ethical Companies for the 13th consecutive year in 2026, highlighting our dedication to integrity, transparency, and responsible business practices.

Our spirit of innovation continues to earn industry recognition. AES is the only seven-time winner of the Edison Electric Institute’s Edison Awards in the twenty-first century, a distinction honoringglobal leadership in advancing the electric power industry.

Ifyou’reready to be part of a companythat’snot just adapting to change, but driving it, AES is the place for you.We’renot just building a more sustainable future,we’repowering it.

The Manager, Customer Service role at AES Indiana requires a candidate with a strong background in customer service leadership and management skills. This position emphasizes developing leadership, aligning policies, and ensuring operational effectiveness within the Customer Service Center.

PREFERRED REQUIREMENTS

• The role demands abachelor’s degree in business management, Communications, Human Resources or related field from an accredited college or university,six years of supervisory experience.

• Keyresponsibilities include coaching leaders, managing contact center functions, ensuring regulatory compliance, and fostering a positive union relationship.

• Effective communication,leadership, and experience in aunion environment.

• Must have strong computer skills with at least four (4)year’s experienceusing Microsoft productsand other software/systems .

• Previousexperience dealing with sensitive and/or confidential information.

• Ability to work independently, prioritize work and meet deadlinesfor self and team.

PREFERRED SKILLS:

• Experience leading people whoare responsible forleading people.

• Excellent verbal and written communication skills.

• Must be able to quickly adapt to changing business needs.

• Able to analyze data and make recommendations for improvement.

• Able to provide critical feedback in a constructive manner.

• Demonstrated effectivechangeleadership.

• Experience working in a union environment.

PRIMARY RESPONSIBILITIES:

• Coach and develop leaders to cultivate employees, including improving work performance, career development, etc.

• Ensuresall employees receive effective, consistent coaching sessions from their leader.

• Manage,evaluateand improve the effectiveness of Customer Services contact center functions.

• Communicate,implementand interpret Customer Services policies and procedures.

• Creates a culture that embodies our values: Safety First, Highest Standards, All Together.

• Alignprocesses,policies across both Customer Services organizations when possible.

• Ensures Customer Services contact center functions areoperatingaccording to required regulations.

• Work parallel to the other managers to ensure improved performance on key performance metrics.

• Creates,reviewsand adheres to applicablefinancial targets andbudget(s).

• Works with the local union as necessary and cultivates a healthy, productive union/leadership relationship.

• Work closely with peer(s) at other AES companies to ensure consistency of practices when applicable.

• Performs any and all other duties, tasks and responsibilities which may be assigned.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.