American Electric Power

Technology Manager - Customer Service Solutions

American Electric Power • $136K — $177K *
Columbus, OH 43230In-Person
Information Technology
8 - 10 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in computer science, engineering, business, or a related technical field.
  • At least 8 years of relevant work experience, with 3-4 years in a leadership or team lead role.
  • Experience in planning and implementing transformational programs.
  • Prior exposure to customer service applications and AI capabilities is advantageous.
  • Strong technical skills in application development and operations.

Responsibilities

  • Manage a technology delivery and application portfolio aligned with organizational strategy.
  • Partner with vendors and business units for AI-enabled solution implementation.
  • Develop technical talent to support applications and services.
  • Lead application planning, development, testing, deployment, and configuration activities.
  • Contribute to technology and service roadmaps and collaborate for continuous improvement.
  • Manage project budgets and operational expenses efficiently.
  • Promote a high-performing team through effective hiring, coaching, and performance management.

Benefits

  • Opportunity for professional growth and development.
  • Work in a collaborative environment with diverse teams.
  • Participate in transformational initiatives with a focus on innovation.
  • Access to a range of supportive resources for team members.
  • Engagement with cutting-edge AI technologies and solutions.
Full Job Description
Job Posting End Date
06-30-2026
Please 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

#AEPCareers

Compensation Data

Compensation Grade:

SP20-010

Compensation Range:

$136,539.00 - $177,503.00

The 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.

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About American Electric Power

American Electric Power generates, transmits, and distributes electricity, serving residential, commercial, and industrial customers nationwide. AEP serves millions of customers across 11 states. It operates in the generation, transmission, and distribution of electricity, providing power to residential, commercial, and industrial customers. AEP generates electricity using diverse sources, including coal, natural gas, nuclear, and renewable energy like wind and solar. The company maintains a vast transmission network that delivers electricity from power plants to local distribution systems, ensuring a stable and reliable power supply. AEP is actively involved in renewable energy initiatives, investing in wind farms and solar facilities to diversify its energy portfolio and reduce its environmental impact. Additionally, the company engages in community outreach, supporting education, environmental conservation, and various social initiatives.

American Electric Power Careers

Join the dynamic team at American Electric Power (AEP), one of the largest electric utilities in the United States, and ignite your career with a company known for its commitment to innovation and leadership in the energy sector.

Opportunities Await

At AEP, we offer a multitude of job opportunities that cater to a variety of skills and professional interests. Whether you're seeking an entry-level position or a more senior role, our diverse range of employment options ensures that there's a place for every ambitious individual in our team.

Grow and Innovate

Embark on a journey of growth and professional development with AEP. Our company is at the forefront of the energy industry’s transformation, integrating sustainable and innovative practices that not only lead the market but also contribute to a greener planet. Engage in work that challenges the status quo, pushing the boundaries of what is possible in the energy sector.

Culture and Benefits

AEP is dedicated to fostering a culture of diversity and inclusion, where every team member’s contribution is valued. We offer competitive benefits that support the health, well-being, and financial security of our employees and their families. From comprehensive health benefits to professional development programs and diversity training, AEP ensures that our team is equipped for both personal and professional success.

Internship Programs

Kickstart your career with an AEP internship. Our programs provide invaluable industry experience and networking opportunities that pave the way for future employment. Interns at AEP work on real projects, learn from seasoned professionals, and gain the hands-on experience necessary to succeed in the fast-paced world of energy.

Leadership and Development

Leadership at AEP means more than guiding teams – it involves inspiring change and driving innovation. With leadership development programs, employees are prepared to take on challenging roles that shape the future of the company and the industry. Our focus on leadership and continuous improvement creates an environment where ambitious professionals can thrive.

Join Our Team

Explore the career possibilities at American Electric Power today. Search open positions that match your skills and interests. We are constantly hiring new talent and look for passionate, curious, and solution-driven team players. Prepare your resume, ace the interview, and join a company where your career can flourish.

Stay Connected

Keep up to date with the latest at AEP by following our careers blog. Gain insider perspectives, industry-leading insights, and career tips that you can put to use today—all from the people who work here.

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Explore American Electric Power Jobs

Whether you're a seasoned professional or new to the industry, AEP offers a dynamic work environment where innovation, leadership, and growth are part of everyday life. Join us in powering a new and brighter future for everyone.
Learn more about American Electric Power
Size
16,688 employees
Market Cap
$48.8 billion
Industry
Energy & Utilities
Net Income
$2.2 billion
Founded
1906
5 Year Trend
+0.5%
Revenue
$14.9 billion
NASDAQ
AEP
* Ladders Estimates

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