Customer Operations Supervisor

American Electric Power • Fort Wayne, IN

1d • $98,993 - $128,688

About The Position

The Customer Operations Supervisor leads a team of Customer Operations Associates and oversees their day-to-day work applying organizational policies and procedures to customer needs. The role plans, monitors, evaluates, and supervises work activities to meet operational requirements, quality standards, departmental goals, budgets, and customer satisfaction objectives. It also provides administrative support to Associates and management.

The supervisor serves as the primary Customer Care liaison for the Operating Company associated with the assigned contact center. The role coordinates escalated customer and operational issues, maintains regular operational updates and stakeholder relationships, represents contact center operations in cross-functional discussions, and leads support for customer service changes and continuous improvement. It also develops employees, manages performance, coordinates outage response, supports policy and planning work, and promotes safety and consistent execution.

Requirements

• At least four years of customer service experience.
• Previous leadership experience with direct responsibility for employees and direct reports.
• Demonstrated ability to supervise and direct assigned personnel and deal professionally with coworkers and customers.
• Project management experience coordinating scope, schedules, risks, dependencies, stakeholders, and implementation activities.
• Experience leading or coordinating continuous improvement initiatives and converting findings into sustainable operational changes.
• Change management experience, including stakeholder engagement, impact assessment, communication, employee readiness, training coordination, adoption, and reinforcement.
• Experience serving as a primary business contact or liaison across organizational boundaries and communicating performance, risks, and recommendations to leaders and stakeholders.
• Strong analytical and business acumen, including interpreting contact center and customer experience measures, identifying trends and root causes, and prioritizing action.
• Ability to lead through ambiguity, manage competing priorities, make timely decisions, and coordinate responses to complex or high-impact operational issues.
• Knowledge of customer operations policies, regulatory requirements, internal controls, and compliance expectations, and ability to promote consistent execution and escalate risks appropriately.
• Strong written and verbal communication skills, including preparing concise operational updates, influencing cross-functional partners, and communicating change to varied audiences.
• Good PC skills and ability to use software and database applications used by customer operations.
• Basic understanding of Microsoft Office products, including Word, Excel, and PowerPoint.
• Occasional and scheduled overtime is required to meet Customer Operations Center needs.
• Supervisor shifts are assigned according to center needs and may include evenings and weekends.
• Travel is possible but rare.

Nice To Haves

• A bachelor's degree, typically in a business-related field, is preferred.
• Customer service or contact center leadership experience is strongly preferred.

Responsibilities

• Monitor individual and team performance against departmental and Company goals, including budgets, operational performance, and customer satisfaction.
• Direct investigation and resolution of customer inquiries, complaints, billing, credit, and other back-office customer work; ensure documentation and provide feedback and coaching on policies and procedures.
• Coordinate outage restoration activities, including accurate information, call routing, staffing, and timekeeping for assigned employees; serve as duty supervisor when required.
• Build and maintain working relationships with operating company personnel, distribution and customer operations, and other AEP business units.
• Serve as the primary Customer Care liaison for the associated Operating Company and coordinate timely ownership and resolution of escalated issues.
• Provide regular updates to Operating Company stakeholders on contact center operations, service levels, customer experience trends, emerging risks, significant issues, and actions affecting the Operating Company.
• Represent contact center operations in Operating Company discussions and cross-functional forums, translating business needs into operating actions and communicating decisions, dependencies, and impacts.
• Lead or coordinate customer service change initiatives, including impact assessment, planning, stakeholder alignment, employee readiness, communication, training coordination, and post-implementation stabilization.
• Lead continuous improvement initiatives using operational data, feedback, and root-cause analysis to improve service, quality, efficiency, and policy execution.
• Coordinate cross-functional responses to complex or high-impact customer events; escalate risks, communicate status, and document actions through resolution.
• Make decisions within established authority while balancing customer, employee, Operating Company, regulatory, and operational considerations; elevate material risks and recommendations to management.
• Prepare and deliver operational updates and recommendations on performance trends, issue status, corrective actions, resources, and expected outcomes.
• Assist with employee development and training, and assess, recommend, and help develop training materials.
• Assist in developing and implementing policy and procedure improvements and short- and long-term plans, including forecasting and budgeting as required.
• Lead assigned workstreams and coordinate action plans, milestones, risks, dependencies, and stakeholder updates through implementation and sustainment.
• Administer performance reviews and recommend personnel actions, including promotion, demotion, selection, discipline, and dismissal.
• Build leadership capability and succession readiness through coaching, development planning, talent assessment, and consistent performance management.
• Promote safety and health programs to protect employees, the public, and company property.
• Plan and direct benchmarking across the Operating Company to identify best practices, performance gaps, and execution plans.
• Maintain open communication with Operating Company leadership and management at all levels.

Benefits

• AEP offers a comprehensive benefits package intended to support and enhance employee well-being; specific benefits are not listed.
• Competitive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed