American Electric Power Customer Relationship Management Program Product Owner in Columbus, Ohio



Customer Relationship Management Program Product Owner

Job Description:

Want to exercise your leadership skills and be a part of the exciting Customer Experience (CX) program? This position will serve as a Program Product Owner on the Customer Relationship Management (CRM) Agile development team.

We are looking for a motivated individual with a high degree of initiative, individual judgment, independence, and decision-making skills. This position also requires strong communication, presentation, and collaboration skills.

The ideal candidate will create buy-in for the product vision both with the team and key stakeholders at corporate and operating company levels.

Position Summary

The Program Product Owner will be very involved with teams—attending daily scrums occasionally, walking through team areas whenever in the office, and offering support and feedback. But the program product owner will need to rely on the product line owners to handle the intricate details of their product segments within the overall project vision. Responsible for supervising Functional Systems Business Analysts and for coordinating system enhancement activities for the Customer Relationship Management system including business requirements, project approvals and scheduling with IT, communication of status and issues to the business unit community, business unit representation in project management of enhancement activities, and vendor relationship management. Track progress towards defined goals and performance targets. Provide functional and other appropriate systems-related guidance as needed to technical personnel.

Principal Accountabilities

  1. Readily manages project scope, resource, or schedule changes were needed to maintain desired business outcomes for the project.

  2. Creation and maintenance of strategic product roadmap and release plans

  3. Strong interpersonal skills including collaboration, negotiation and leadership

  4. Deep understanding of the business and markets

  5. Voice of the customer for the overall program

  6. Strategic prioritization along and across the feature product lines

  7. Understands group dynamics and politics; assesses complex situations quickly. Works with multiple levels of management to recruit internal team members from affected departments and external team members from involved vendors.

  8. Communicates and interacts effectively with all levels of internal departmental and customer management as well as with external parties such as operating companies, software vendors and professional services providers.

  9. Supervise employees engaged in business unit support activities of customer operations systems.

  10. Ensures the timely communication of status both within and outside the project. Maintains composure in high pressure situations.

  11. Resolves project team conflicts as well as contention with other project teams; builds team consensus.

  12. Focuses continuous improvement efforts on the project to produce a finished product that is on-time, on-budget and meets client’s expectations.

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Columbus, OH

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Minimum Requirements:


Bachelor degree in related discipline preferred, or equivalent education and/or experience.


A combined minimum of six years' supervisory, application development/support, and customer service field/office experience is required, or equivalent related experience. PC competency and proficiency with PC software such as the Microsoft Office suite are requirements.

Other Requirements:

These are additional expectations for the job and could include specific work experience, pre-employment testing, expectations about travel, shift work, etc.

Demonstrates good listening skills and a sincere understanding of customer needs. Ask questions to clarify understanding. Relates on a personal level; positive friendly and engaging. Outgoing and comfortable in diverse groups.

Strong communication skills both oral and written.

Able to read reactions of an audience and adjust delivery style to fit the audience.

Able to develop and present business documents and reports clearly, concisely and effectively.

Demonstrate strong training and presentation skills.

Proven customer experience and knowledge of customer processes.

Equal Opportunity Employer | Minorities/Females/Disability/Vets