Director Customer Services & Business Development

American Electric Power•Tulsa, OK

5d•Onsite

About The Position

The Director Customer Services & Business Development manages and leads a team of customer service professionals responsible for exceptional customer experiences for the Operating Company's customers. The role oversees the design, development, implementation, analysis, and administration of customer experience improvements, and measures and reports on key performance indicators. The Director ensures effective coordination among customer teams, field services, marketing, and the implementation of new and existing products and services, including alternative energy strategies. The position leads business development strategies to deepen engagement with existing customers, expand value-added solutions, strengthen long-term customer partnerships, and identify new revenue opportunities through customer-driven offerings, strategic partnerships, and commercially viable programs. The Director develops customer solutions, advocates for their implementation across organizations, and continuously improves customer satisfaction as measured by the JD Power customer survey or other designated measures. The role is based at the PSO Office in Tulsa, Oklahoma.

Requirements

Bachelor’s degree in business, engineering, or a related discipline.
Minimum 12 years of professional experience in customer relations or related experience.
Seven years of leadership experience.
Working knowledge of electric distribution systems.
Experience with Microsoft Excel, Word, and PowerPoint.

Nice To Haves

Project and/or program management experience is strongly preferred.

Responsibilities

Lead and manage a team of customer service professionals, fostering employee engagement, safety, AEP Core values, training, and professional development.
Oversee Operating Company strategies to identify and implement alternative energy opportunities.
Lead recommendations for new products and services and identify target markets.
Lead business development initiatives that strengthen engagement with existing customers, expand value-added solutions, and enhance long-term customer partnerships.
Identify, evaluate, and advance new revenue opportunities through customer-driven offerings, strategic partnerships, and commercially viable programs.
Formulate, implement, and administer policies, practices, and programs for account management of residential, commercial, and industrial customers.
Direct successful resolution of customer inquiries, including power quality, quality of service, billing, and proactive customer communications regarding power interruptions.
Represent the Operating Company on corporate initiatives focused on improving the customer experience and provide regular updates to Operating Company management on customer experience strategies.
Oversee contract negotiation and administration to ensure proper rate application for customers and adequate return for the Operating Company.
Design, develop, implement, analyze, and administer customer experience improvements, and achieve and report on key performance indicators.
Coordinate customer team interactions with field services, marketing, and implementation of new and existing products and services.
Develop innovative customer solutions and advocate for implementation when actions by other organizations are required.
Continuously improve customer satisfaction as measured by the JD Power customer survey or other designated measures.