Director Customer Services & Business Development

In this role you lead a team delivering exceptional customer experiences while driving customer-centric improvements to KPIs. You shape and implement customer experience initiatives, coordinate with field services, marketing, and product teams, and pursue alternative energy opportunities. You'll develop strategies to deepen client partnerships, expand value-added solutions, and uncover new revenue through customer-driven programs. This is a mission-driven leadership position focused on sustainable growth and strong customer partnerships.

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

• Lead and develop a customer service team with a culture of engagement, safety, and core values, plus targeted training.
• Identify and implement opportunities in Alternative Energy within Operating Company strategies.
• Guide the development of new products and services and identify target markets.
• Drive business development to strengthen client engagement, broaden value-added solutions, and long-term partnerships.
• Identify, evaluate, and advance revenue opportunities via customer-driven offerings, partnerships, and viable programs.
• Formulate and administer account management policies for residential, commercial, and industrial customers.
• Oversee timely resolution of inquiries (power quality, billing, service) and proactive communications during outages.
• Represent the company on initiatives to improve customer experience and report progress to management.
• Oversee contract negotiation and rate application to ensure proper returns for the company.

• Bachelor's degree in business, Engineering or a related discipline
• Minimum 12 years of experience in customer relations or related field, including 7 years in leadership
• Working knowledge of electric distribution systems
• Proficiency with Microsoft Excel, Word, and PowerPoint
• Project and/or Program Management experience preferred

• leadership
• cross-functional collaboration
• customer focus
• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint