Technology Manager - Customer Solutions

American Electric Power • Columbus, OH

23h • Onsite

About The Position

This role leads and develops a team responsible for designing, developing, implementing, and operating AI-powered applications that support AEP’s business objectives. The focus is on delivery excellence, technical execution, and people leadership within a defined application and service scope, which includes application development, configuration, implementation, and operations services for assigned platforms and solutions. Experience with planning and implementing transformational programs is required. AEP is an energy company committed to delivering safe, reliable, and innovative energy solutions, prioritizing the customer, and continuously improving service to communities. The company is actively redefining the future of energy by reducing its carbon footprint, empowering the communities it serves, and building an engaged, talented workforce, all while maintaining reliable service.

Requirements

• A bachelor’s degree in computer science, engineering, business, or related technical field is required. An equivalent combination of education and related experience may be considered.
• A minimum of 8 years of relevant work experience, which includes 3–4 years in a people leadership or team lead role, is required.
• Experience with planning and implementing transformational programs is required.
• Adherence to department standards for solution development and maintenance, including architectural standards, coding/configuration standards, ITIL practices, and project/agile delivery standards.
• Compliance with corporate and technology policies and procedures, including SDLC, Architecture, Security, Disaster Recovery, NERC-CIP, and Sarbanes-Oxley requirements.

Nice To Haves

• Prior experience working with customer service applications and related AI capabilities is a plus.

Responsibilities

• Manages a defined technology delivery and application portfolio aligned with a broader organizational strategy.
• Partners with vendors and business units to implement AI-enabled solutions supporting AEP’s operational needs.
• Builds and develops technical talent to deliver, enhance, and support assigned applications and services.
• Leads day-to-day planning, development, testing, deployment, and configuration activities for applications and the surrounding ecosystem, including AI-driven capabilities.
• Contributes to technology and service roadmaps; executes delivery plans; develops and follows operational processes; and collaborates with partner teams to ensure stability, reliability, and continuous improvement.
• Supports transformation initiatives by adopting new tools, technologies, and processes as directed, and continuously improving team practices.
• Ensures technology initiatives and maintenance activities are delivered on schedule, meet quality standards, and provide measurable business value to AEP operating companies and business units.
• Ensures adherence to department standards for solution development and maintenance, including architectural standards, coding/configuration standards, ITIL practices, and project/agile delivery standards.
• Manages assigned project budgets and operational expenses; tracks costs and forecasts within defined limits.
• Partners with procurement and vendor management teams to support vendor engagement and contract deliverables.
• Drives efficient delivery of technology solutions and services with a focus on cost optimization and operational effectiveness.
• Builds and maintains an inclusive, high-performing team through hiring, coaching, performance management, and ongoing skills development.
• Collaborates with AEP operating companies, business units, internal IT partners, and third parties to deliver reliable and scalable solutions.
• Promotes continuous improvement through lean practices and participation in departmental initiatives focused on customer satisfaction, efficiency, quality, and reliability.
• Ensures all team members comply with corporate and technology policies and procedures, including SDLC, Architecture, Security, Disaster Recovery, NERC-CIP, and Sarbanes-Oxley requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees