Customer Design Manager

📍 Job Overview

Job Title: Customer Design Manager

Company: American Electric Power (AEP)

Location: Benton Harbor, MI, United States

Job Type: Full-time

Category: Engineering Management / Operations Leadership

Date Posted: September 16, 2026

Experience Level: 5-10 Years

🚀 Role Summary

• Lead and direct a team of professionals responsible for the design of complex power system electrical facilities, ensuring adherence to technical specifications and project timelines.

• Foster a customer-centric culture within the design team, emphasizing superior customer satisfaction and effective communication with all internal and external stakeholders.

• Oversee project design, material selection, and work progress to ensure projects remain within budget, meet all applicable codes, policies, and internal/external design requirements.

• Drive employee development through training, knowledge sharing, and performance management, cultivating a highly skilled and motivated engineering team.

• Uphold the company's commitment to Equal Employment Opportunity (EEO) and affirmative action initiatives within the team's operations and personnel management.

📝 Enhancement Note: While the title is "Customer Design Manager," the core responsibilities and required experience strongly align with a leadership role in an engineering operations or project management context within the utility sector. The emphasis on customer satisfaction, budget control, and team management positions this role as a critical link between technical design execution and overall business objectives, making it highly relevant for operations professionals with engineering backgrounds.

📈 Primary Responsibilities

• Manage the day-to-day operations of the Customer Design group, providing clear direction and fostering an environment of continuous improvement and innovation in power system electrical facility design.

• Develop and implement departmental methods and approaches by actively engaging with team members, soliciting their ideas, and addressing their needs and recommendations for process optimization.

• Ensure all design projects meet stringent quality standards, regulatory compliance, and client expectations by maintaining close oversight of design, material, and work progress.

• Control project costs within estimated budgets by implementing effective financial oversight and resource allocation strategies for all design initiatives.

• Conduct regular performance reviews, provide constructive feedback, and establish clear performance objectives for team members to drive individual and team success.

• Implement and administer the company's personnel policies, wage and salary administration, and employee career development programs to ensure a fair and productive work environment.

• Actively participate in the Incident Command System (ICS) as assigned, demonstrating readiness to respond to emergencies and support business continuity outside of normal working hours.

• Ensure all personnel actions and team operations align with AEP's Corporate Compliance policy and Equal Employment Opportunity (EEO) mandates.

• Foster strong working relationships with internal departments (e.g., Operations, Construction, Planning) and external customers to ensure seamless project execution and client satisfaction.

📝 Enhancement Note: The responsibilities highlight a blend of technical leadership, people management, and operational oversight crucial for managing engineering design functions within a large utility. The emphasis on employee development, customer focus, and budget control are key operational aspects that candidates should be prepared to discuss.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Civil Engineering, Industrial Engineering, or a closely related technical field.

• Alternatively, an Associate's degree in Electrical, Mechanical, Civil, or Industrial Engineering, or a related field, coupled with a minimum of two years of directly relevant experience. Experience:

• A minimum of 6 years of progressive experience in the utility sector or a comparable field, such as engineering design, construction, construction management, or engineering supervision.

• Demonstrated experience in managing teams and projects, with a strong track record of successful delivery. Required Skills:

• Leadership & Team Management: Proven ability to lead, motivate, and manage a team of engineers and technical staff, fostering a collaborative and high-performance environment.

• Power System Design: In-depth knowledge of electrical facility design principles, standards, and best practices within the utility industry.

• Project Management: Strong capabilities in overseeing project lifecycles, from initial design through to execution, ensuring adherence to scope, schedule, and budget.

• Budgeting & Cost Control: Expertise in managing project budgets, controlling costs, and optimizing resource allocation for design initiatives.

• Customer Relationship Management: Demonstrated ability to build and maintain strong relationships with internal and external customers, ensuring high levels of satisfaction.

• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey technical information to diverse audiences and engage stakeholders.

• Performance Management: Experience in setting performance objectives, providing feedback, and conducting performance evaluations.

Preferred Skills:

• Registered Professional Engineer (PE): A Professional Engineering license is highly desirable, indicating advanced technical expertise and professional accreditation.

• Incident Command System (ICS) Training: Familiarity with ICS protocols and experience in its application during emergency response scenarios.

• Utility Operations: Deep understanding of utility operations, grid infrastructure, and regulatory environments.

• Process Improvement Methodologies: Experience with Lean, Six Sigma, or other process improvement frameworks to enhance design efficiency and quality.

• Construction Management Principles: Knowledge of construction processes and how they interface with the design phase.

📝 Enhancement Note: The requirement for a PE license as a "plus" suggests that while not mandatory, it would significantly strengthen an applicant's profile. For operations professionals, demonstrating experience in managing budgets, controlling costs, and ensuring regulatory compliance are critical to highlight.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Design Project Case Studies: Showcase 2-3 significant power system electrical facility design projects, detailing the scope, challenges, design solutions implemented, and outcomes.

• Budget Management Examples: Provide evidence of managing project budgets, including initial cost estimations, tracking expenditures, and implementing cost-saving measures where applicable.

• Customer Satisfaction Initiatives: Illustrate how you have improved customer satisfaction through design processes, communication strategies, or problem resolution.

• Team Development & Performance: Include examples of how you have mentored, trained, or improved the performance of engineering teams under your leadership.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in documenting and optimizing design workflows, from initial concept to final design approval, highlighting efficiency gains.

• Standards & Compliance Documentation: Showcase your ability to ensure designs adhere to company standards, industry codes (e.g., NESC), and regulatory requirements.

• Cross-Functional Collaboration Protocols: Provide examples of processes established for effective collaboration between the design team and other departments like construction, operations, and permitting.

• Risk Management Framework: Detail any processes or frameworks you've implemented for identifying and mitigating design-related risks.

📝 Enhancement Note: For a management role in engineering design, a portfolio should emphasize not just technical execution but also the management of people, processes, and financial resources. Candidates should be prepared to discuss the "how" behind their successes, focusing on the operational processes they employed.

💵 Compensation & Benefits

Salary Range: $116,255 - $151,132.50 USD per year.

Benefits:

• Comprehensive Benefits Package: AEP offers a robust package designed to support employee well-being, which typically includes:

  • Medical, Dental, and Vision Insurance

  • Retirement Savings Plans (e.g., 401k) with Company Match

  • Paid Time Off (Vacation, Sick Leave, Holidays)

  • Life Insurance and Disability Coverage

  • Employee Assistance Program (EAP)

  • Opportunities for professional development and continued education.

  • Potential for performance-based bonuses. Working Hours:

• Standard full-time work schedule, typically 40 hours per week.

• May require availability outside of normal working hours for incident command system participation, project emergencies, or to support critical operational needs.

📝 Enhancement Note: The stated salary range is specific and provided. The "comprehensive benefits package" is a standard offering for large corporations like AEP; candidates should inquire about specific details during the interview process. The mention of Incident Command System participation implies a need for on-call availability or flexibility during emergencies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Electric Utilities / Energy Sector. AEP is a major electric utility company providing electricity to millions of customers across multiple states, focusing on delivering safe, reliable, and innovative energy solutions.

Company Size: Large Corporation (AEP is one of the largest electric utilities in the United States by market capitalization and customer base). This implies a structured environment with established processes, extensive resources, and opportunities for career advancement.

Founded: American Electric Power was formed in 1906, boasting over a century of experience and a deep-rooted history in powering communities and driving industrial growth.

Team Structure:

• Customer Design Group: This team is central to the company's ability to expand and maintain its electrical infrastructure, focusing on the technical design of power facilities requested by customers or required for system upgrades.

• Reporting Structure: The Customer Design Manager will likely report to a higher-level Engineering Director or Vice President of Operations, overseeing a team of engineers, designers, and support staff.

• Cross-functional Collaboration: The role necessitates close collaboration with departments such as Field Operations, Construction, Planning & Engineering, Customer Service, Regulatory Affairs, and Procurement to ensure seamless project delivery from concept to energization.

Methodology:

• Data-Driven Design: Designs are informed by system load data, grid performance metrics, customer requirements, and regulatory standards.

• Process Optimization: Continuous efforts are made to streamline design workflows, improve material utilization, and reduce project cycle times while maintaining safety and reliability.

• Customer-Centric Approach: A strong emphasis is placed on understanding and meeting customer needs and expectations throughout the design and project lifecycle.

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

📝 Enhancement Note: AEP's long history and large scale suggest a stable yet evolving work environment. Operations professionals in such an organization often benefit from well-defined processes but also need to be adaptable to changes driven by technology, regulation, and market demands.

📈 Career & Growth Analysis

Operations Career Level: This role represents a mid-to-senior level management position within the engineering and operations function. It requires not only technical expertise but also significant leadership and strategic planning capabilities to manage a specialized team and contribute to broader operational goals.

Reporting Structure: The Customer Design Manager typically reports to a senior engineering or operations executive, such as a Director of Engineering, VP of Operations, or similar title. They, in turn, manage a team of engineers and designers.

Operations Impact: The Customer Design Manager plays a pivotal role in enabling AEP's growth and operational efficiency by ensuring that new and upgraded power infrastructure is designed effectively, cost-efficiently, and meets customer needs. Their work directly impacts the company's ability to serve its customers reliably and to expand its service offerings.

Growth Opportunities:

• Senior Management: Progression to roles like Director of Engineering, VP of Operations, or similar leadership positions overseeing larger departments or broader operational areas.

• Specialization: Deepening expertise in specific areas of power system design, renewable energy integration, or advanced grid technologies.

• Cross-Functional Leadership: Moving into roles in project management, construction management, or operational strategy that leverage their understanding of the entire utility value chain.

• Professional Development: Opportunities for advanced training, certifications (e.g., PMP, advanced PE specializations), and participation in industry conferences.

📝 Enhancement Note: For operations professionals aspiring to leadership, this role offers a clear path. The emphasis on managing both technical design and a team provides a strong foundation for moving into broader operational management responsibilities within the utility sector.

🌐 Work Environment

Office Type: This position is based at the "St Joe Ofc & Svc Ctr" in Benton Harbor, MI. It is an on-site role, indicating a traditional office environment typical for engineering and management functions within a utility company.

Office Location(s): Benton Harbor, Michigan, United States. This location serves as a hub for operations and customer service activities in that region.

Workspace Context:

• Collaborative Environment: The office setting likely facilitates regular team meetings, design reviews, and collaboration with other departments.

• Tools & Technology: Access to standard office equipment, engineering workstations, and specialized design software (e.g., CAD, modeling tools) will be provided.

• Team Interaction: Opportunities for direct interaction with direct reports, peers, and senior leadership, fostering a cohesive team dynamic and effective communication channels.

Work Schedule:

• Primarily a standard 40-hour work week.

• The role requires flexibility to respond to operational needs, which may include occasional work outside of standard business hours, especially during peak demand periods, emergencies, or when participating in the Incident Command System.

📝 Enhancement Note: The on-site requirement is typical for roles involving direct team management and critical infrastructure oversight. Candidates should be prepared for a structured office environment where collaboration and communication are key to successful project execution.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition will review applications and resumes for minimum qualifications.

• Hiring Manager Interview: An in-depth discussion with the hiring manager to assess technical expertise, leadership style, operational philosophy, and fit with the team. Expect questions on project management, team development, and customer satisfaction.

• Technical/Team Interview: Interviews with key team members or peers to evaluate technical acumen, problem-solving skills, and collaborative abilities. This may include a case study or scenario-based questions related to design challenges.

• Senior Leadership Interview: A final interview with senior management to discuss strategic alignment, long-term vision, and cultural fit within AEP.

• Background & Reference Checks: Standard pre-employment checks.

Portfolio Review Tips:

• Quantify Achievements: Wherever possible, use metrics to demonstrate the impact of your design work and management efforts (e.g., cost savings, project completion time reduction, customer satisfaction scores).

• Highlight Leadership: For each case study, clearly articulate your role, leadership approach, and how you guided your team to success.

• Showcase Process: Detail the design and project management processes you followed, emphasizing any optimization or efficiency improvements you implemented.

• Customer Focus: Explicitly address how customer needs were understood, integrated into the design, and how satisfaction was measured and achieved.

• Conciseness: Present your portfolio in a clear, organized, and concise manner, focusing on the most impactful examples relevant to the role's responsibilities.

Challenge Preparation:

• Design Scenario: Be prepared for hypothetical design challenges related to power system infrastructure, focusing on problem-solving, regulatory compliance, and cost-effectiveness.

• Team Management Scenario: Expect questions on how you would handle performance issues, motivate a team, or resolve conflicts within a technical group.

• Customer Interaction Scenario: Prepare to discuss how you would address a challenging customer request or complaint related to a design project.

• Strategic Thinking: Be ready to discuss your approach to long-term planning for design resources, technology adoption, and process improvement within the department.

📝 Enhancement Note: The interview process for a management role at a large utility like AEP will likely be thorough. A strong portfolio showcasing both technical project success and effective leadership/operational management is crucial for advancing.

🛠 Tools & Technology Stack

Primary Tools:

• CAD Software: Proficiency with industry-standard Computer-Aided Design software for electrical and civil drafting (e.g., AutoCAD, MicroStation).

• Engineering Design Software: Familiarity with specialized software for power system analysis, load flow studies, and facility design (e.g., ETAP, PSS/E, CYME).

• Project Management Software: Experience with tools for project planning, scheduling, and tracking (e.g., Microsoft Project, Primavera P6).

• GIS Systems: Understanding of Geographic Information Systems for mapping and spatial data management related to utility infrastructure.

Analytics & Reporting:

• Data Analysis Tools: Ability to interpret data from various sources, including SCADA systems, customer usage data, and project performance reports.

• Reporting Platforms: Experience generating reports on project status, budget adherence, team performance, and customer feedback using tools like Excel, Power BI, or Tableau.

CRM & Automation:

• CRM Systems (Customer-facing): While not directly managing a CRM, understanding how customer data and requests flow from CRM systems into design requests is beneficial.

• Workflow Automation: Awareness of how automation can streamline design review processes, document management, and inter-departmental communication.

• Enterprise Resource Planning (ERP) Systems: Familiarity with ERP systems for managing resources, procurement, and financial aspects of projects.

📝 Enhancement Note: For a Customer Design Manager, strong proficiency with CAD and specific power system analysis software is expected. Beyond that, skills in project management tools and data analysis for reporting on team and project performance are critical for operational success.

👥 Team Culture & Values

Operations Values:

• Safety First: A paramount value in the utility industry, ensuring all designs and processes prioritize the safety of employees, the public, and the environment.

• Customer Focus: Dedication to understanding and exceeding customer expectations through reliable service and responsive design solutions.

• Integrity & Ethics: Upholding the highest standards of ethical conduct, honesty, and transparency in all business dealings and decision-making.

• Innovation & Continuous Improvement: Encouraging new ideas and approaches to enhance design efficiency, reliability, and sustainability of energy solutions.

• Teamwork & Collaboration: Fostering a supportive environment where individuals work together effectively across departments to achieve common goals.

Collaboration Style:

• Proactive Communication: Encouraging open and frequent communication between team members and with stakeholders to ensure alignment and address issues promptly.

• Cross-Functional Partnership: Actively seeking to build strong working relationships with other departments to ensure integrated project execution and problem-solving.

• Feedback Culture: Promoting a culture where constructive feedback is welcomed and used for continuous improvement of processes and individual performance.

• Knowledge Sharing: Facilitating the exchange of technical expertise and best practices within the design team and across the organization.

📝 Enhancement Note: AEP's stated values align with best practices in the utility sector. Operations professionals in this role should demonstrate a commitment to safety, customer service, and ethical practices, alongside a collaborative spirit.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Customer Demands with System Constraints: Managing diverse customer requests while adhering to grid capacity, regulatory requirements, and budget limitations.

• Keeping Pace with Technological Advancements: Integrating new technologies and design methodologies into existing processes to improve efficiency and system performance.

• Talent Acquisition & Retention: Attracting and retaining skilled engineering talent in a competitive market, particularly in specialized areas of power system design.

• Navigating Regulatory Landscapes: Ensuring all designs comply with evolving local, state, and federal regulations governing utility infrastructure.

• Managing Diverse Stakeholder Expectations: Effectively communicating and aligning with various internal departments, external customers, and regulatory bodies.

Learning & Development Opportunities:

• Advanced Engineering Certifications: Pursuing certifications relevant to power systems engineering, project management (PMP), or leadership development.

• Industry Conferences & Seminars: Attending events focused on utility engineering, grid modernization, and customer engagement to stay abreast of industry trends.

• Internal Training Programs: Participating in AEP's leadership development, technical training, and compliance programs.

• Mentorship Programs: Engaging with senior leaders for guidance on career progression and strategic development.

• Cross-Departmental Rotations: Opportunities to gain broader experience by working with or shadowing other operational or engineering departments.

📝 Enhancement Note: The challenges presented are typical for leadership roles in the utility sector. Embracing these challenges as opportunities for learning and process improvement will be key for success and career growth.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to managing a team of engineers responsible for complex design projects. How do you ensure both technical quality and team morale?"

  • Preparation: Focus on your leadership philosophy, methods for performance management, communication strategies, and how you foster a collaborative environment. Use examples of successful team management.

• "How do you balance competing priorities when managing multiple design projects with different customer requirements and deadlines?"

  • Preparation: Detail your project prioritization framework, resource allocation strategies, risk assessment process, and communication methods for managing stakeholder expectations.

• "Walk me through a challenging customer design request you've managed. What were the obstacles, how did you overcome them, and what was the ultimate outcome?"

  • Preparation: Select a case study that showcases problem-solving, technical expertise, customer negotiation skills, and successful project delivery. Quantify results if possible. Company & Culture Questions:

• "What do you know about AEP's commitment to reliability and customer service, and how would your leadership style contribute to these goals?"

  • Preparation: Research AEP's mission, values, recent projects, and any public statements on reliability and customer satisfaction. Connect your experience to these themes.

• "How do you ensure compliance with safety and regulatory standards within your team's design processes?"

  • Preparation: Discuss your understanding of relevant industry standards (e.g., NESC), your approach to training, quality control, and risk mitigation in design.

• "Describe a time you had to implement a new process or technology within your team. What was your strategy, and what were the results?"

  • Preparation: Prepare an example that demonstrates your ability to drive change, manage resistance, and achieve tangible improvements through process or technology adoption. Portfolio Presentation Strategy:

• Structure: Organize your portfolio logically, perhaps by project type or by demonstrating key competencies (e.g., Project Leadership, Technical Design, Customer Satisfaction, Process Improvement).

• Storytelling: For each case study, frame it as a narrative: the challenge, your approach, the actions taken, and the results achieved.

• Visuals: Use charts, diagrams, or relevant visuals to illustrate complex designs or process flows, making your presentation more engaging.

• Metrics: Be ready to discuss the key performance indicators (KPIs) you used to measure success and demonstrate ROI.

• Conciseness: Practice presenting your portfolio within a set timeframe, focusing on the most critical information.

📝 Enhancement Note: Interview questions will likely probe your ability to manage technical teams, projects, and budgets while maintaining a strong customer focus and adhering to utility industry standards. A well-prepared portfolio is essential for demonstrating these capabilities.

📌 Application Steps

To apply for this operations position:

• Submit your application through the AEP Career Site using the provided URL.

• Customize Your Resume: Tailor your resume to highlight experience in engineering management, power system design, project leadership, budget control, and customer satisfaction, using keywords from the job description (e.g., "electrical engineering," "construction management," "team management," "budgeting," "stakeholder communication").

• Prepare Your Portfolio: Compile a concise portfolio showcasing 2-3 key design projects. Focus on your leadership role, the design challenges, solutions implemented, and quantifiable results. Include examples of process improvements and budget management.

• Practice Interview Responses: Rehearse answers to common interview questions, focusing on behavioral and situational scenarios relevant to managing an engineering design team and ensuring operational excellence.

• Research AEP: Gain a deep understanding of AEP's operations, mission, values, and recent initiatives in the energy sector. Be prepared to discuss how your skills and experience align with their strategic goals.

⚠️ 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.

---