Sr. Manager Customer Contact

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The Senior Manager, Customer Contact Centers is responsible for leading end-to-end customer contact center operations across Indiana and Ohio, ensuring consistent delivery of reliable, compliant, and high-quality customer service across both markets. This role provides unified accountability for operational execution, performance outcomes, and alignment of customer experience strategies across sites.

This leader oversees multiple layers of management and support functions, ensuring effective day-to-day operations while driving performance against key service metrics. The role serves as the primary escalation and decision authority for contact center operations, with a strong focus on stabilizing performance, optimizing workforce effectiveness, and enhancing the employee and customer experience.

In addition to operational leadership, the Senior Manager plays a key role in advancing ongoing transformation initiatives, including process improvements, technology adoption, and standardization efforts across markets. This position partners closely with cross-functional teams to ensure alignment between customer contact operations, system capabilities, and broader business objectives.

Key Responsibilities

Operational Leadership & Execution

• Lead day-to-day customer contact center operations across Indiana and Ohio

• Ensure consistent execution of service delivery standards across all locations

• Oversee staffing alignment, workforce planning, and resource allocation to meet service demand

• Act as the primary escalation point for complex or high-impact operational issues

Performance & Metrics Ownership

• Own and drive performance against core service metrics (e.g., service levels, customer experience, productivity, and quality)

• Monitor operational performance and identify opportunities for improvement

• Implement corrective actions to stabilize performance and ensure consistent outcomes across markets

People Leadership & Development

• Lead, coach, and develop a team of managers and support functions

• Foster a high-performance, customer-focused culture across contact center teams

• Support leadership development and succession planning within the organization

Customer Experience & Process Improvement

• Ensure delivery of a consistent, high-quality customer experience across all channels

• Identify and implement process improvements to enhance efficiency and customer outcomes

• Partner with cross-functional stakeholders to improve end-to-end customer journeys

Transformation & Strategic Initiatives

• Support ongoing transformation initiatives, including technology adoption and process standardization

• Partner with internal teams (Customer Systems, IT, Operations) to implement scalable solutions

• Balance short-term operational needs with long-term improvement initiatives

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.