Director Customer Services & Business Development

American Electric Power•Tulsa, OK

1d•$160,434 - $208,566•Onsite

About The Position

The Director Customer Services & Business Development provides management and leadership to a team of customer service professionals responsible for delivering exceptional customer experiences to the Operating Company's customers. The role oversees the design, development, implementation, analysis, and administration of customer experience improvements, with responsibility for achieving and reporting key performance indicators. The Director ensures effective coordination between customer teams and field services, and supports marketing and implementation of new and existing products, services, and alternative energy strategies. The role leads business development to deepen engagement with existing customers, expand value-added solutions, strengthen long-term partnerships, and identify new revenue opportunities through customer-driven offerings, strategic partnerships, and commercially viable programs. The position develops innovative customer solutions, advocates for their implementation across organizations, and continuously improves customer satisfaction as measured by the JD Power customer survey or other designated measurements. It 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, including 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 customer service team, promoting 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 deepen engagement with existing customers, expand value-added solutions, and strengthen 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 resolution of customer inquiries related to power quality, quality of service, and billing, and lead proactive customer communications regarding power interruptions.
Represent the Operating Company on corporate initiatives focused on improving customer experience and provide regular updates to Operating Company management on customer experience strategies.
Oversee contract negotiation and administration to ensure proper customer rate application and adequate return for the Operating Company.
Design, develop, implement, analyze, and administer customer experience improvements, and achieve and report on key performance indicators.
Develop innovative customer solutions and advocate for their implementation when actions by other organizations are required.
Continuously improve customer satisfaction as measured by the JD Power customer survey or other designated measurements.