Digital Platforms & Operational Resilience Mgr

American Electric Power•Columbus, OH

3d•$136,539 - $177,503

About The Position

The position serves as the business owner and delivery leader for customer-facing digital capabilities across web, mobile, IVR, digital assistant, text, email, and emerging customer engagement channels. It translates Customer Collaborative and Operating Company priorities into an executable digital roadmap focused on improving customer experience, increasing self-service adoption, reducing customer effort, and optimizing operational efficiency. The role is the primary liaison between Customer Care Operations, Operating Companies, the Customer Collaborative, Information Technology, and digital product teams. It drives adoption of new capabilities, monitors business outcomes, identifies customer experience gaps, and ensures technology investments deliver measurable value. The position also owns operational resilience and business continuity planning for customer-facing digital applications and engagement platforms. It establishes continuity and recovery plans, leads response activities during significant application disruptions, monitors platform reliability and risks, and provides leadership visibility into platform health, outage impacts, readiness, and remediation plans.

Requirements

Bachelor's degree in Business Administration, Computer Science, or equivalent education and/or experience.
Minimum of seven years' experience, including previous supervisory experience in a customer service or support organization.
Demonstrated experience leading complex cross-functional programs involving digital customer experience, self-service technologies, customer engagement platforms, or contact center transformation initiatives.
Experience managing roadmaps, business requirements, stakeholder engagement, adoption strategies, and benefit realization for customer-facing technologies.
Strong understanding of digital customer experience principles, customer journey mapping, omnichannel service delivery, and change management practices.
Experience working with or supporting customer-facing platforms including web, mobile applications, IVR, conversational AI, chatbots, text messaging, email communications, and CRM technologies.
Proven ability to influence without direct authority and build consensus across business, technology, operations, and executive stakeholders.

Responsibilities

Own the Customer Operations digital experience roadmap and maintain a multi-year roadmap aligned with business objectives, Customer Collaborative priorities, regulatory requirements, and Operating Company needs.
Partner with Operating Companies, Customer Collaborative teams, Digital Product Owners, IT, and Customer Operations leaders to prioritize and deliver improvements across customer channels.
Serve as the business owner for customer experience across IVR, digital assistant, mobile applications, customer web portals, text messaging, email communications, and future self-service technologies.
Evaluate technology changes, enhancements, and customer journeys to ensure a consistent experience and address gaps, redundancies, and inconsistencies between digital and assisted-service channels.
Lead customer-facing digital initiatives from concept through deployment, adoption, benefit realization, and operational readiness.
Establish adoption strategies, success metrics, performance dashboards, governance processes, and stakeholder communications; manage cross-functional resources, dependencies, timelines, and risks.
Act as the primary Customer Operations liaison to the Customer Collaborative and Operating Companies on digital customer experience priorities, enhancements, performance, and opportunities.
Represent customers and contact center operations in solution design and implementation; facilitate prioritization and business case development.
Report roadmap progress, adoption results, customer feedback, operational impacts, risks, and opportunities to stakeholders and leadership.
Use customer feedback, operational metrics, digital analytics, voice-of-customer insights, and contact center data to monitor digital containment, channel migration, adoption, customer effort, repeat contacts, and customer satisfaction.
Identify opportunities to eliminate avoidable contacts, improve self-service success, and create a seamless omnichannel experience.
Partner with IT and digital product teams to define requirements, acceptance criteria, customer journeys, and success measures for enhancements.
Establish governance to evaluate customer-facing technology changes for customer experience, operational impact, regulatory compliance, and organizational readiness before deployment.
Drive continuous improvement to simplify customer interactions, increase operational efficiency, improve satisfaction, and maximize technology investment value.
Own operational resilience and business continuity planning for customer-facing digital applications and engagement platforms, partnering with IT, Digital Product teams, Business Continuity leaders, and Operating Companies.
Establish and maintain governance processes, contingency plans, escalation procedures, alternate customer support processes, customer communication strategies, recovery objectives, customer-impact mitigation plans, and operational response procedures.
Lead cross-functional exercises and recovery testing to validate continuity strategies and organizational readiness.
Lead operational response during significant application disruptions; monitor platform reliability, recurring incidents, outage trends, and resiliency risks; drive corrective actions and long-term improvements.
Provide executive leadership visibility into platform health, operational risks, outage impacts, business continuity readiness, and remediation plans.