Manager, Customer Services

AES Corporation; Indianapolis, Northern (IN, KY); Hybrid; USD 95,000 - 125,000; Full time

Job summary

AES Corporation in Indianapolis is seeking a Manager, Customer Service to lead and develop a high-performing team within AES Indiana. You will coach leaders, align policies and drive operational effectiveness in the Customer Service Center.

The role emphasizes regulatory compliance, union collaboration, and data-driven improvement across processes. Strong communication and Microsoft skills are essential for success in this leadership position.

Qualifications

• Bachelor's degree in business management, Communications, Human Resources or related field.
• Six years of supervisory experience.
• Strong coaching, leadership and communication skills.
• Experience managing contact center functions and regulatory compliance.
• Experience working in a union environment.
• Proficiency with Microsoft products and other software/systems.
• Ability to handle sensitive information and meet deadlines.

Responsibilities

• Coach and develop leaders to build a strong, performing team.
• Ensure effective, consistent coaching sessions across the organization.
• Manage, evaluate and improve contact center effectiveness.
• Communicate and interpret Customer Services policies and procedures.
• Align processes and policies across Customer Services where possible.
• Ensure operations comply with all regulations and safety standards.
• Collaborate with peers to improve key performance metrics.
• Develop and monitor budgets and financial targets.
• Work with the local union to maintain a productive relationship.
• Coordinate with AES teams to ensure consistency of practices.

Skills

Leadership

Coaching

Communication

Data analysis

Regulatory compliance

Union relations

Change leadership

Team management

Microsoft Office

Education

Bachelor's degree in business management or related field

Tools

Microsoft Office

CRM software

Job description

Are you ready to be part of a company that’s not just talking about the future, but actively shaping it? Join The AES Corporation, the largest US-based global power company with a team of 8,300 employees across 12 countries. AES has been ranked #1 by BloombergNEF in renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricity for millions of people worldwide. We are proud to foster a strong workplace culture, earning prominent positions in Great Place to Work™ rankings across the markets where we operate. 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 honoring global leadership in advancing the electric power industry. If you’re ready to be part of a company that’s not just adapting to change, but driving it, AES is the place for you. We’re not just building a more sustainable future, we’re powering it.

About the Role

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 a bachelor's degree in business management, Communications, Human Resources or related field from an accredited college or university, six years of supervisory experience.
• Key responsibilities include coaching leaders, managing contact center functions, ensuring regulatory compliance, and fostering a positive union relationship.
• Effective communication, leadership, and experience in a union environment.
• Must have strong computer skills with at least four (4) year's experience using Microsoft products and other software/systems.
• Previous experience dealing with sensitive and/or confidential information.
• Ability to work independently, prioritize work and meet deadlines for self and team.

Preferred Skills

• Experience leading people who are responsible for leading 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 effective change leadership.
• Experience working in a union environment.

Primary Responsibilities

• Coach and develop leaders to cultivate employees, including improving work performance, career development, etc.
• Ensures all employees receive effective, consistent coaching sessions from their leader.
• Manage, evaluate and improve the effectiveness of Customer Services contact center functions.
• Communicate, implement and interpret Customer Services policies and procedures.
• Creates a culture that embodies our values: Safety First, Highest Standards, All Together.
• Align processes, policies across both Customer Services organizations when possible.
• Ensures Customer Services contact center functions are operating according to required regulations.
• Work parallel to the other managers to ensure improved performance on key performance metrics.
• Creates, reviews and adheres to applicable financial targets and budget(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.

Accelerating the future of energy, together Our people are our energy and have transformed AES into the type of energy company that the world needs today and in the future. Coming from all walks of life, our people share a passion for improving lives by advancing the energy sector through innovation, collaboration and action. We are working in an industry that requires new thinking and ways of working together to create solutions that are both economically and environmentally viable, not just one or the other. We are looking for passionate people to join us in our mission to accelerate the future of energy.