Digital Platforms & Operational Resilience Mgr

American Electric Power•Columbus, OH

About The Position

The Digital Platforms & Operational Resilience Manager serves as the business owner and delivery leader for customer-facing digital capabilities across web, mobile, IVR, digital assistant, text, email, and emerging engagement channels. The role translates Customer Collaborative and Operating Company priorities into an executable digital roadmap that improves customer experience, increases self-service adoption, reduces customer effort, and optimizes operational efficiency. It serves as the primary liaison among Customer Care Operations, Operating Companies, the Customer Collaborative, Information Technology, and digital product teams to support a consistent, seamless, customer-centric experience across channels. The role owns the Customer Operations digital experience roadmap and leads customer-facing digital initiatives from concept through deployment, adoption, benefit realization, and operational readiness. It monitors business outcomes, adoption, customer feedback, operational metrics, and digital analytics; identifies experience gaps and opportunities to reduce avoidable contacts; 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, coordinating continuity plans, recovery capabilities, exercises, and response activities with technology, business continuity, and operating company partners.

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 and maintain the Customer Operations digital experience roadmap, aligning capabilities with strategic objectives, Customer Collaborative priorities, regulatory requirements, and Operating Company needs.
Develop a multi-year roadmap focused on increasing digital adoption, reducing customer effort, improving customer satisfaction, reducing avoidable contacts, and optimizing cost-to-serve.
Partner with Operating Companies, Customer Collaborative teams, Digital Product Owners, IT, and Customer Operations leaders to identify, prioritize, and deliver customer experience improvements across 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 for a consistent unified customer experience; identify and address gaps, redundancies, and inconsistencies between digital and assisted-service channels.
Lead customer-facing digital initiatives end to end, 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 experience priorities, enhancements, performance, and future opportunities.
Represent customer and contact center perspectives in solution design and implementation; facilitate prioritization and business case development.
Provide stakeholders and leadership with updates on roadmap progress, adoption results, customer feedback, operational impacts, risks, and opportunities.
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 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 impacts, regulatory compliance, and organizational readiness before deployment.
Drive continuous improvement to simplify customer interactions, increase operational efficiency, improve customer 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.
Coordinate 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; and drive corrective actions and long-term improvements.
Provide executive leadership visibility into platform health, operational risks, outage impacts, business continuity readiness, and remediation plans.