Customer Design Manager

📍 Job Overview

Job Title: Customer Design Manager

Company: American Electric Power (AEP)

Location: Athens, Ohio, United States

Job Type: FULL_TIME

Category: Operations Management / Engineering Management

Date Posted: May 08, 2026

Experience Level: 5-10 Years

🚀 Role Summary

• Oversee and lead the Customer Design team responsible for the intricate design of power system electrical facilities, ensuring alignment with strategic GTM (Go-To-Market) objectives for service delivery.

• Drive operational excellence by managing project lifecycles, from initial design to final implementation, ensuring adherence to stringent quality standards, codes, and regulatory requirements.

• Cultivate and maintain strong relationships with internal stakeholders and external customers, fostering a customer-centric approach to service design and delivery.

• Implement robust performance management systems for the design team, focusing on skill development, career progression, and achieving key performance indicators (KPIs) related to project efficiency and customer satisfaction.

• Ensure effective cost control and budget adherence for all design projects, leveraging operational insights to optimize resource allocation and maximize return on investment (ROI).

📝 Enhancement Note: While the title is "Customer Design Manager," the responsibilities strongly indicate a role within operations management, specifically focused on the engineering and design aspects of power infrastructure delivery that directly impact customer service and GTM execution. The emphasis on leadership, project control, and customer satisfaction aligns with core operations principles.

📈 Primary Responsibilities

• Provide strategic leadership and direction to the Customer Design group, fostering a culture of innovation and continuous improvement in power system electrical facility design.

• Ensure all team members maintain a customer-focused attitude, deeply understanding customer expectations and prioritizing the delivery of superior customer satisfaction through effective design solutions.

• Oversee the design, material selection, and work progress of department projects, meticulously controlling costs within estimated budgets and ensuring compliance with all relevant codes, policies, and standards.

• Develop and implement employee training and knowledge-sharing programs to enhance technical and professional capabilities, fostering a skilled and adaptable design team.

• Administer and enforce company personnel policies, including performance management, career development, and wage/salary administration, to ensure a productive and equitable work environment.

• Uphold and actively promote the Company's Equal Employment Opportunity and Affirmative Action policies within the assigned area of responsibility.

• Manage staff effectively by clearly communicating job expectations, assigning responsibilities, establishing accountabilities, setting performance objectives, providing constructive feedback, and ensuring team members have the necessary resources to succeed.

• Actively participate in the Incident Command System (ICS) as required, demonstrating readiness to respond to emergencies outside of normal work hours to ensure operational continuity and safety.

📝 Enhancement Note: The responsibilities highlight a blend of people management, technical oversight, and operational process adherence, common in engineering management roles that sit within or closely support broader operational functions. The emphasis on customer satisfaction and project control directly ties into GTM success.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Electrical, Mechanical, Civil, or Industrial Engineering.

Experience:

Required Skills:

• Proven leadership and team management capabilities, with experience in directing engineering or technical teams.

• Strong understanding of power system electrical facility design principles and best practices.

• Expertise in project management methodologies, including scope, budget, and schedule control.

• Proficient in performance management, including setting objectives, providing feedback, and fostering employee development.

• Excellent interpersonal and communication skills, essential for stakeholder and customer engagement.

• Demonstrated ability to uphold ethical standards and adhere to corporate compliance policies.

Preferred Skills:

• Registered Professional Engineering License (PE).

• Experience in implementing and managing operational processes within a utility or similar industry.

• Familiarity with incident command systems and emergency response protocols.

• Knowledge of customer relationship management (CRM) principles as they apply to service design and delivery.

• Proficiency in leveraging data analytics for design optimization and performance monitoring.

📝 Enhancement Note: The experience requirement of 6+ years, combined with a Bachelor's degree or Associate's degree plus experience, suggests a mid-to-senior level management role. The preference for a PE license indicates a strong technical foundation is valued, which is critical for effective operations oversight in an engineering-heavy environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate successful leadership of design teams responsible for complex power system projects, showcasing the ability to manage multiple concurrent initiatives.

• Provide examples of projects where cost controls and budget adherence were critical, highlighting your role in achieving financial targets through effective design and resource management.

• Showcase experience in implementing and improving design processes, including workflow optimization and the adoption of new design standards or technologies.

Process Documentation:

• Evidence of developing and implementing standardized design processes and documentation protocols to ensure consistency and quality across the team.

• Documentation of how you have managed material selection and procurement processes to balance cost, quality, and project timelines.

• Examples of performance metrics and reporting mechanisms used to track team productivity, project progress, and adherence to design specifications.

📝 Enhancement Note: While a formal "operations portfolio" might not be explicitly requested, candidates are expected to demonstrate their project management, team leadership, and process improvement capabilities through their experience. Highlighting achievements in cost control, customer satisfaction, and process optimization in their resume and during interviews will be crucial.

💵 Compensation & Benefits

Salary Range: $116,255 - $151,132 USD per year.

Benefits:

• Comprehensive Benefits Package, aiming to support and enhance overall employee well-being.

• Competitive compensation with a structured salary range.

• Opportunities for professional development and career advancement within a large, established energy company.

• Participation in employee programs and initiatives designed to foster a positive work environment.

Working Hours:

• Typically 40 hours per week.

• May require availability outside normal work hours for incident command system duties or project-critical needs.

📝 Enhancement Note: The salary range provided is competitive for a management role in the engineering and operations sector in Ohio. The "comprehensive benefits package" typically includes health insurance, retirement plans (401k), paid time off, and potentially other executive-level perks often associated with management positions in large corporations like AEP.

🎯 Team & Company Context

🏢 Company Culture

Industry: Electric Utilities / Energy. American Electric Power (AEP) is a major electric utility, operating power plants and delivering electricity to millions of customers across the United States. This industry demands high reliability, safety, and regulatory compliance.

Company Size: Large Enterprise (Likely 20,000+ employees based on industry standards for major utilities). This size implies established processes, significant resources, and a structured corporate environment.

Founded: 1906. AEP has a long history, indicating stability, deep industry knowledge, and a commitment to long-term operational strategies.

Team Structure:

• The Customer Design team is likely a specialized unit within AEP's broader Engineering or Operations division.

• The Manager will report to a higher-level executive, such as a Director of Engineering, VP of Operations, or similar senior leadership role.

Methodology:

• AEP operates with a strong emphasis on safety, reliability, and efficiency, driven by regulatory requirements and customer expectations.

• Design methodologies will likely adhere to industry standards (e.g., IEEE, ANSI) and internal AEP engineering standards.

• Data-driven decision-making is critical for optimizing grid performance, managing assets, and responding to demand.

• Continuous improvement initiatives are common in the utility sector to enhance operational efficiency and reduce costs.

Company Website: https://www.aep.com/

📝 Enhancement Note: AEP's status as a major utility company suggests a culture that values safety, compliance, reliability, and long-term planning. The operations focus will be on delivering essential services efficiently and effectively, with a strong emphasis on technical expertise and risk management.

📈 Career & Growth Analysis

Operations Career Level: This role represents a mid-to-senior level management position within the operations and engineering functions. It requires a blend of technical expertise, people management skills, and strategic thinking to oversee critical design processes that impact service delivery.

Reporting Structure: The Customer Design Manager will report to a senior leader within the engineering or operations hierarchy, likely a Director or Vice President. They will, in turn, manage a team of engineers and designers.

Operations Impact: The Customer Design Manager plays a pivotal role in ensuring that AEP can reliably and efficiently meet customer demand for electricity. Their team's designs directly influence the cost, quality, and speed of service delivery, impacting customer satisfaction and the company's operational efficiency and profitability. Effective design management is crucial for infrastructure upgrades, new service connections, and maintaining grid resilience.

Growth Opportunities:

• Advancement to Director-level positions within Engineering or Operations, overseeing larger departments or broader functional areas.

• Transition into more senior operational roles focused on strategic planning, asset management, or project portfolio management.

• Opportunities to lead cross-functional initiatives related to grid modernization, renewable energy integration, or advanced customer solutions.

• Development of expertise in specialized areas of power systems engineering, regulatory compliance, or utility management.

📝 Enhancement Note: For operations professionals, this role offers a clear path for career progression within the utility sector. The focus on management and strategic oversight provides a foundation for executive leadership roles, emphasizing the impact of well-managed design processes on overall business performance.

🌐 Work Environment

Office Type: The role is primarily based out of an AEP office location (Athens Ofc & Svc Center is mentioned, but multiple service centers are listed as potential primary work locations). This suggests a traditional office environment with dedicated workspaces.

Office Location(s): Primary work can be out of various AEPOH South Region Service Centers including Athens, Marietta, Wellston, Lucasville, Seaman, and others. This offers some flexibility in choosing a location within the Southern Ohio region.

Workspace Context:

• The workspace will likely be a standard office setting, potentially involving shared office spaces or individual offices depending on the specific location and company policy.

• Access to necessary engineering software, design tools, and communication systems will be provided.

• Collaboration will occur through team meetings, project reviews, and interactions with various internal departments.

Work Schedule:

• Standard 40-hour work week is typical.

• The role may require flexibility and availability outside of regular business hours for urgent operational needs, incident response, or project deadlines, particularly if involved with the Incident Command System.

📝 Enhancement Note: The mention of multiple potential work locations within the South Region of Ohio suggests that AEP offers some geographic flexibility for employees within that service area, which can be a significant factor for operations professionals managing their commute and work-life balance.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and application to assess alignment with the minimum qualifications.

• Hiring Manager Interview: A detailed discussion with the hiring manager to explore your leadership experience, technical background, and understanding of power system design and operations. Be prepared to discuss your management style and how you develop teams.

• Technical/Panel Interview: This may involve a panel of senior engineers, operations leaders, or peers who will assess your technical expertise, problem-solving skills, and ability to handle complex design challenges.

• Behavioral/Situational Assessment: Questions designed to evaluate your approach to common management scenarios, such as conflict resolution, performance management, and customer escalations.

• Final Interview: Potentially with a higher-level executive to confirm cultural fit and strategic alignment.

Portfolio Review Tips:

• While a formal design portfolio might not be required, be prepared to discuss specific projects you've led or significantly contributed to.

• For each project, focus on:

  • The challenge or objective.
  • Your role and leadership responsibilities.
  • The design solutions implemented.
  • How you managed costs, schedules, and resources.
  • The outcomes achieved, particularly regarding customer satisfaction and operational efficiency.

Challenge Preparation:

• Prepare to discuss your approach to managing a team of engineers and designers, including your methods for setting goals, providing feedback, and fostering professional development.

• Be ready to articulate your understanding of power system design principles and how you ensure compliance with codes and standards.

• Think about how you would handle a situation where a critical design project is facing budget overruns or significant delays.

• Consider how you would address a challenging customer request that pushes the boundaries of standard design capabilities.

📝 Enhancement Note: Candidates should emphasize their experience in managing technical teams, controlling project scope and budget, and ensuring customer satisfaction, as these are core to both the role and the broader operational goals of AEP.

🛠 Tools & Technology Stack

Primary Tools:

• CAD Software: Proficiency with industry-standard Computer-Aided Design (CAD) software for electrical and civil engineering (e.g., AutoCAD Electrical, Bentley MicroStation, or similar specialized utility design platforms).

• Project Management Software: Experience with project management tools such as Microsoft Project, Primavera P6, or similar for planning, scheduling, and tracking design projects.

• ERP/Asset Management Systems: Familiarity with enterprise resource planning (ERP) systems or utility-specific asset management software for managing materials, costs, and project data.

Analytics & Reporting:

• Data Analysis Tools: Ability to interpret data from various sources to inform design decisions and assess project performance. This might include Excel, or more advanced tools if AEP utilizes them for operational analytics.

• Reporting Tools: Experience generating reports on project status, budget adherence, and team performance for senior management.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how customer design impacts the broader customer experience managed by CRM systems is beneficial.

• Workflow Automation: Awareness of how design workflows can be streamlined or automated to improve efficiency and reduce errors.

📝 Enhancement Note: While specific tools are not listed, a strong candidate will have experience with common engineering design software, project management platforms, and data analysis tools relevant to managing large-scale infrastructure projects. The ability to adapt to AEP's specific technology stack will be important.

👥 Team Culture & Values

Operations Values:

• Safety First: A paramount value in the utility industry; all operations and design decisions must prioritize the safety of employees, customers, and the public.

• Reliability & Efficiency: A core operational tenet; ensuring the consistent delivery of power while optimizing resource utilization and minimizing downtime.

• Customer Focus: Understanding and meeting customer needs for reliable and affordable energy, translating into design considerations that prioritize service quality and responsiveness.

• Integrity & Compliance: Upholding the highest ethical standards and adhering strictly to all regulatory requirements and corporate policies.

• Innovation & Continuous Improvement: Seeking out new technologies and methodologies to enhance design processes, improve operational performance, and adapt to evolving energy landscapes.

Collaboration Style:

• Cross-functional Partnership: Expectation to work collaboratively with various departments, including construction, operations, planning, customer service, and regulatory affairs, to ensure seamless project execution from design to service delivery.

• Data-Driven Dialogue: Discussions and decision-making will be informed by technical data, performance metrics, and financial analysis.

• Problem-Solving Orientation: A collective approach to identifying and resolving technical and operational challenges inherent in utility infrastructure projects.

📝 Enhancement Note: AEP's culture will likely reflect the rigorous demands of the utility sector, emphasizing accountability, technical proficiency, and a commitment to public service. The operations team will be driven by a need for precision and reliability.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Cost and Quality: Ensuring designs are cost-effective while meeting stringent safety, reliability, and performance standards.

• Managing Evolving Technologies: Adapting design practices to incorporate new technologies in power generation, distribution, and grid management (e.g., smart grid, renewables, energy storage).

• Navigating Regulatory Landscapes: Staying abreast of and complying with complex and changing local, state, and federal regulations impacting utility infrastructure.

• Team Development in a Large Organization: Motivating and developing a team of skilled engineers and designers within a large, established corporate structure, ensuring they are equipped for future industry demands.

• Incident Response: Being prepared to contribute to operational responses during emergencies, which can be demanding and require rapid decision-making under pressure.

Learning & Development Opportunities:

• Advanced Engineering Certifications: Opportunities to pursue specialized certifications or advanced degrees relevant to power systems engineering or utility management.

• Leadership Training Programs: Access to AEP's internal leadership development programs designed to hone management and strategic planning skills.

• Industry Conferences & Seminars: Participation in industry events to stay current with best practices, emerging technologies, and regulatory changes in the utility sector.

• Cross-Departmental Exposure: Opportunities to gain broader experience by working on projects that involve other key operational areas of AEP.

📝 Enhancement Note: The challenges presented in this role are typical for management positions in regulated industries. Successfully navigating these will provide significant opportunities for professional growth and advancement within American Electric Power.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to lead a team through a significant change in design standards or technology. How did you manage the transition and ensure team buy-in?" (Focus on change management, communication, and team development.)

• "Walk me through a complex power system design project you managed. What were the key challenges, how did you control costs and schedule, and what was the ultimate outcome for the customer and the company?" (Highlight project management, cost control, and customer-centric outcomes.)

Company & Culture Questions:

• "What do you know about AEP's role in the energy transition, and how would your team's design work support our strategic goals in this area?" (Research AEP's sustainability initiatives and future energy plans.)

• "How do you foster a culture of safety and continuous improvement within an engineering team?" (Connect your management style to AEP's core values.)

Portfolio Presentation Strategy:

• Structure your project examples using the STAR method (Situation, Task, Action, Result). Clearly define the context, your role, the actions you took, and the quantifiable results.

• For design projects, be prepared to discuss.

  • The technical specifications and constraints.
  • The trade-offs considered (e.g., cost vs. performance, speed vs. robustness).
  • The impact on operational efficiency and customer service.

• Highlight your leadership in driving efficiency. Discuss specific instances where you implemented process improvements, optimized resource allocation, or reduced project lead times.

📝 Enhancement Note: Candidates should be ready to demonstrate not only technical knowledge but also strong leadership, problem-solving, and communication skills. Understanding AEP's strategic direction, particularly regarding energy transition, will be a significant advantage.

📌 Application Steps

To apply for this operations position:

• Submit your application through the AEP Workday careers portal via the provided URL.

• Tailor your resume: Emphasize your leadership experience, project management accomplishments, and any experience in the utility or energy sector. Quantify your achievements in terms of budget control, team performance, and customer satisfaction.

• Prepare to discuss specific projects: Have detailed examples ready to illustrate your ability to manage design teams, control costs, ensure compliance, and deliver exceptional customer outcomes, using the STAR method.

• Research AEP: Familiarize yourself with AEP's mission, values, recent news, and strategic initiatives, particularly concerning grid modernization, renewable energy, and customer service. Understand how the Customer Design Manager role contributes to these objectives.

• Practice your interview responses: Rehearse answers to common management, technical, and behavioral questions, focusing on demonstrating your operational leadership and alignment with AEP's culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.