Director Customer Services & Business Development

Job Posting End Date 10-30-2026 Please note the job posting will close on the day before the posting end date.

As the Director Customer Services & Business Development you will provide management and leadership of a team of customer services professionals that are responsible for providing exceptional customer experiences for the Operating Company's customers. You will also be responsible for the overall design, development, implementation, analysis, and administration of the customer experience improvements to achieve and report on key performance indicators.

The Director Customer Services & Business Development will ensure effective customer team interactions and coordination with field services as well as marketing and implementation of both new and existing products and services and alternative energy strategies. You will also lead business development strategies that deepen engagement with existing customers, expand value-added solutions, and strengthen long-term customer partnerships. You will identify and advance new revenue opportunities for the Operating Company through customer-driven offerings, strategic partnerships, and commercially viable programs that support sustainable growth.

The Director Customer Services & Business Development will develop innovative customer solutions and advocate for implementation for those solutions dependent on actions from other organizations. You will also continuously improve customer satisfaction as measured by the JD Power customer survey or other designated measurements.

What You'll Do:
Lead and manage a team of customer service professionals by establishing a culture that promotes employee engagement, safety, AEP Core values, and provides the training and professional development necessary to provide superior customer service. Oversee the Operating Company strategies to identify and implement Alternative Energy opportunities. Lead the process to recommend new products and services; 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 for the Operating Company through customer-driven offerings, strategic partnerships, and commercially viable programs. Formulate, implement, and administer policies, practices and programs pertaining to account management of residential, commercial, and industrial customers. Direct the successful resolution of customer inquiries such as power quality, quality of service and billing, and proactive customer focus and communications regarding power interruptions.

Represent the Operating Company on corporate initiatives focused on improving the customer experience and providing regular updates to Operating Company management on customer experience strategies. Oversee the contract negotiation and administration process to ensure proper rate application for customers and adequate return for the Operating Company.

• Education Bachelor's degree in business, Engineering or a related discipline
• Experience Minimum 12 years professional experience in customer relations or related experience including seven years of leadership experience. Working knowledge of electric distribution systems is required. Experience with Microsoft Excel, Word, and PowerPoint required. Project and/or Program Management experience is strongly preferred.

At our PSO Office in Tulsa, OK

• Base Salary
• Annual Bonus
• Long Term Incentive
• 401K
• AEP Pension
• Comprehensive Benefits Package

At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to…