Technology Manager - Customer Service Solutions
AEP
- # Technology Manager - Customer Service SolutionsApplylocations: Columbus, OHtime type: Full timeposted on: Posted Todaytime left to apply: End Date: June 30, 2026 (13 days left to apply)job requisition id: R15166**Job Posting End Date**06-30-2026Please note the job posting will close on the day before the posting end date.**Job Summary**Leads and develops a team responsible for designing, developing, implementing, and operating AI-powered applications within the contact center that support AEP’s business objectives. This role focuses on delivery excellence, technical execution, and people leadership within a defined application and service scope. The scope of responsibility will include application development, configuration, implementation, and operations services for assigned platforms and solutions. Experience with planning and implementing transformational programs is required.**Job Description****What You'll Do:*** 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.* Prior experience working with customer service applications and related AI capabilities is a plus. (Examples include: Genesis, Google CES, Nice, Verint, Salesforce)* 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 we’re looking for:****Education:*** 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.**Experience:*** A minimum of 8 years of relevant work experience, which includes 3–4 years in a people leadership or team lead role, is required.#LI-Onsite#AEPCareersAt AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!**Compensation Data****Compensation Grade:**SP20-010**Compensation Range:**$136,539.00 - $177,503.00The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. **Hear about it first!** Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.
- J-18808-Ljbffr AEP
Vacancy posted 13 hours ago
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