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 Centers is 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 ResponsibilitiesOperational Leadership & ExecutionLead day-to-day customer contact center operations across Indiana and OhioEnsure consistent execution of service delivery standards across all locationsOversee staffing alignment, workforce planning, and resource allocation to meet service demandAct as the primary escalation point for complex or high-impact operational issuesPerformance & Metrics OwnershipOwn and drive performance against core service metrics (e.g., service levels, customer experience, productivity, and quality)Monitor operational performance and identify opportunities for improvementImplement corrective actions to stabilize performance and ensure consistent outcomes across marketsPeople Leadership & DevelopmentLead, coach, and develop a team of managers and support functionsFoster a high-performance, customer-focused culture across contact center teamsSupport leadership development and succession planning within the organizationCustomer Experience & Process ImprovementEnsure delivery of a consistent, high-quality customer experience across all channelsIdentify and implement process improvements to enhance efficiency and customer outcomesPartner with cross-functional stakeholders to improve end-to-end customer journeysTransformation & Strategic InitiativesSupport ongoing transformation initiatives, including technology adoption and process standardizationPartner with internal teams (Customer Systems, IT, Operations) to implement scalable solutionsBalance short-term operational needs with long-term improvement initiativesAES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.