Sr. Manager Customer Contact

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

The Senior Manager, Customer Contact Centersis 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