Senior Level Call Center Manager Jobs
Senior level call center manager jobs place experienced leaders in charge of operational strategy, workforce performance, and the cross-functional teams that deliver results at scale. Openings are concentrated across on-site, remote, and hybrid settings in Energy, Consulting & Professional Services, and Retail, with employers like Amazon, Lam Research, and Lockheed Martin hiring at this level now.
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Showing 5 of 25+ Senior Level Call Center Manager jobs
Job Posting End Date
11-23-2026Please note the job posting will close on the day before the posting end date
Job Summary
Manage one or more intermediate and/or complex projects, up to the highest-level project complexity or a program area of projects, within a matrix team environment. Provide leadership, direction, training, coordination, and effective communication to initiate , plan, execute, monitor and control, and close projects in a safe, efficient, economical, risk-balanced approach to achieve short- and long-range goals and to obtain maximum customer satisfaction. Provide project transparency and develop relationships and effectively communicate with all stakeholders including internal customers, external customers, team members, suppliers, contractors, vendors, and industry peers, enabling them to make sound business decisions.Job Description
What You'll Do:
- Plan, organize, direct, coordinate and supervise assigned project and outage work activities for customers with demonstrated proficiency in all aspects.
- Skillfully and successfully use project management principles and techniques (Waterfall, Agile) for project management for the organization.
- Support and hold employees and contractors accountable to AEP safety policies and standards, ensuring a safe working environment focused on Commitment to "Zero Harm".
- Supervise, develop, review and coordinate the project/outage plan, schedule, budget, tools, and staff with demonstrated proficiency in all aspects.
- Effectively manage cost and timely reallocate funding. Effectively communicate project/outage details and status updates.
- Lead planning meetings and project/outage updates including detailed and complex stakeholder presentations.
- Provide clear and concise written reports.
- Develop and actively manage effective working relationships with the project team, operating company staff, internal and external customers or partners, contractors, vendors, and suppliers.
- Foster teamwork and actively monitor customer satisfaction.
- Provide wide range of detailed guidance, instruction, and training to improve design, systems, procedures, processes, schedules, and costs.
- Confidently challenge others at a high level of informed understanding in all project work.
- Ensure maximum customer satisfaction and demonstrate effective and efficient performance of project/outage work activities on complex project level.
- Perform supervision duties and responsibilities for assigned direct reports.
- Provide support to direct reports in their development activities and mentor other project and assistant project managers.
- Represent AEP, as required, with industrial customers, vendors, and regulators as assigned projects dictate.
- Develop and manage procurement plans for necessary outside resources.
- Manage contracts for outside services, including developing requests for proposals, evaluating competitive bids, selecting vendors, participating in contract negotiations, overseeing vendor performance/quality, ensuring work is performed in accordance with the contract, etc.
- Manage closeout processes, including an analysis of the success of the project with respect to accomplishing the project objectives and realizing project benefits.
- Use and help align the organization with the AEP project management organizational standards.
- Manage projects to those standards.
- Adhere to the guidance and standards put forth by the AEP Project Management Governance Committee.
- Manage programs as assigned.
Note: This position is posted at multiple grade levels and offers a range of opportunities for advancement. The minimum qualifications outlined below apply to the Project Mgr Prin level, with increased educational, skill or experience requirements Project Mgr Staff level.
What We're Looking For:
Education requirements are listed below:
- Bachelor's degree in Construction Management, Engineering, Business, Project Management, Computer Science, or related field of study dependent upon business unit requirements with seven (7) years qualified experience
- Two-year Associate’s degree in the same required disciplines with nine (9) years of qualified experience
- High School Diploma/GED with eleven (11) years qualified experience (see below).
Work Experience requirement listed below:
- Two (2) years of experience as a PROJECT MANAGER SENIOR is preferred, OR demonstrated competencies, knowledge and skillset through achieved results in a shorter time line.
- Qualified experience includes work in project management, major construction field experience, project estimating, project controls, project engineering, and/or comparable internal or external experience in a competitive production environment.
- Experience must include a demonstrated level of successful project management duties, business acumen, and prior responsibility for ALL of the certifying body knowledge areas.
- Demonstrated preparedness for specialist level PM knowledge capability in areas of construction safety, negotiations, scope development and control, cost estimating, construction contracting, project controls and reporting, quality control, risk management, etc.
- Experience in utilities, commercial nuclear power, and/or IT systems is favorable.
- PMP certification is preferred but not required.
- Valid state driver's license.
Other:
- Provide effective leadership, team building and meeting management as outlined by the certifying body and the AEP leadership competencies and values.
- Demonstrate a very high level of ability, motivation, and attitude in leading a team and a project to successful conclusion.
- Effective and compelling communication, including the use of effective listening, with all stakeholders including team members, sponsors, management and senior management.
- Apply economic analysis techniques.
- Develop an acumen for the business and profession in project decision making and ensure alignment of project and company financial goals.
- Influence the Engineering & Design, Procurement, Contracting, Estimating, and Construction procedures and processes to optimize a project.
- Ensure project teams utilize the latest department and/or business unit guidelines and requirements.
- Identify opportunities for business process improvement across projects and drive implementation.
- Apply working knowledge of certifying body Project Management tools and techniques.
- Provide strategic thinking, planning, risk assessment and prioritization of project activities.
- Globally view the project from all angles such as safety, constructability, sequence, changing conditions, contingencies, contractual, predictability, level of priority, sense of direction and sense of productivity to quickly identify and to avoid or to mitigate project risks.
- Demonstrates very sound decision-making practices.
- Provide organization of project activities, delegate project task assignments, confidently set team requirements and expectations, manage deliverables, and hold team members accountable.
- Provide constructive feedback to project team members.
- Effectively prioritize and manage conflict to provide solutions to issues that maximize synergies with an overriding goal to do the "right thing" for the company.
- Take timely independent action and offer recommendations to management for resolution of elevated issues.
- Proficient in scope management, evaluation of technical solutions, and project risk management.
- Proficient and highly effective in contract development and management especially skilled in allocating risk between owner and contractor within terms of the contract.
- Leverage and build relationships with contractors in developing program level procurement.
- Act with integrity by demonstrating accountability for project assignments.
- Seek input from Subject Matter Experts by asking the right questions, understanding the nuance, clarifying and validating information, and not relying on one’s own knowledge base or assumptions.
- Sensitize experts to influences they have on the project key parameters of project budget, scope, schedule and risk.
- Evaluate and determine the skill sets and capabilities of team members then make recommendations and/or provide constructive feedback to ensure project success.
- Promote continuous improvement and maintain a strong questioning attitude. Ask intrusive questions and challenge assumptions.
- Safely and effectively Perform light physical duties.
- Duties can involve construction site walkdown on unstable surfaces, climbing ladders, and awareness of hazardous site conditions.
- Perform work at various AEP locations in varying conditions.
- Work sites will include home, office, power plants (including nuclear), and construction sites for Distribution, Transmission, Generation, and Telecom infrastructure.
- Work performed at nuclear power sites may involve work in hazardous areas and possible radiation exposure within the limits prescribed by the NRC.
- Travel typically 25% or less however greater travel may be required in support of specific assignments.
- Understand and support the policies, values, principles, structure and behavior of AEP.
What You’ll Get:
In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.
Where Putting the Customer First Powers Everything We Do!
At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!
Compensation Data
Compensation Grade:
SP20-009Compensation Range:
$116,255.00 - $177,503.00The Physical Demand Level for this job is: L – Light Work: Exerting up to 20 pounds of force occasionally and/or 10 to 12 pounds of force frequently, and/or greater than negligible up to 5-6 pounds of force constantly to move objects. Physical demand requirements are in excess of those for sedentary work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) When it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time, but entails pushing and/or pulling of arm or leg c ontrols; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible
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It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.Job Posting End Date
11-23-2026Please note the job posting will close on the day before the posting end date
Job Summary
Manage one or more intermediate and/or complex projects, up to the highest-level project complexity or a program area of projects, within a matrix team environment. Provide leadership, direction, training, coordination, and effective communication to initiate , plan, execute, monitor and control, and close projects in a safe, efficient, economical, risk-balanced approach to achieve short- and long-range goals and to obtain maximum customer satisfaction. Provide project transparency and develop relationships and effectively communicate with all stakeholders including internal customers, external customers, team members, suppliers, contractors, vendors, and industry peers, enabling them to make sound business decisions.Job Description
What You'll Do:
- Plan, organize, direct, coordinate and supervise assigned project and outage work activities for customers with demonstrated proficiency in all aspects.
- Skillfully and successfully use project management principles and techniques (Waterfall, Agile) for project management for the organization.
- Support and hold employees and contractors accountable to AEP safety policies and standards, ensuring a safe working environment focused on Commitment to "Zero Harm".
- Supervise, develop, review and coordinate the project/outage plan, schedule, budget, tools, and staff with demonstrated proficiency in all aspects.
- Effectively manage cost and timely reallocate funding. Effectively communicate project/outage details and status updates.
- Lead planning meetings and project/outage updates including detailed and complex stakeholder presentations.
- Provide clear and concise written reports.
- Develop and actively manage effective working relationships with the project team, operating company staff, internal and external customers or partners, contractors, vendors, and suppliers.
- Foster teamwork and actively monitor customer satisfaction.
- Provide wide range of detailed guidance, instruction, and training to improve design, systems, procedures, processes, schedules, and costs.
- Confidently challenge others at a high level of informed understanding in all project work.
- Ensure maximum customer satisfaction and demonstrate effective and efficient performance of project/outage work activities on complex project level.
- Perform supervision duties and responsibilities for assigned direct reports.
- Provide support to direct reports in their development activities and mentor other project and assistant project managers.
- Represent AEP, as required, with industrial customers, vendors, and regulators as assigned projects dictate.
- Develop and manage procurement plans for necessary outside resources.
- Manage contracts for outside services, including developing requests for proposals, evaluating competitive bids, selecting vendors, participating in contract negotiations, overseeing vendor performance/quality, ensuring work is performed in accordance with the contract, etc.
- Manage closeout processes, including an analysis of the success of the project with respect to accomplishing the project objectives and realizing project benefits.
- Use and help align the organization with the AEP project management organizational standards.
- Manage projects to those standards.
- Adhere to the guidance and standards put forth by the AEP Project Management Governance Committee.
- Manage programs as assigned.
Note: This position is posted at multiple grade levels and offers a range of opportunities for advancement. The minimum qualifications outlined below apply to the Project Mgr Prin level, with increased educational, skill or experience requirements Project Mgr Staff level.
What We're Looking For:
Education requirements are listed below:
- Bachelor's degree in Construction Management, Engineering, Business, Project Management, Computer Science, or related field of study dependent upon business unit requirements with seven (7) years qualified experience
- Two-year Associate’s degree in the same required disciplines with nine (9) years of qualified experience
- High School Diploma/GED with eleven (11) years qualified experience (see below).
Work Experience requirement listed below:
- Two (2) years of experience as a PROJECT MANAGER SENIOR is preferred, OR demonstrated competencies, knowledge and skillset through achieved results in a shorter time line.
- Qualified experience includes work in project management, major construction field experience, project estimating, project controls, project engineering, and/or comparable internal or external experience in a competitive production environment.
- Experience must include a demonstrated level of successful project management duties, business acumen, and prior responsibility for ALL of the certifying body knowledge areas.
- Demonstrated preparedness for specialist level PM knowledge capability in areas of construction safety, negotiations, scope development and control, cost estimating, construction contracting, project controls and reporting, quality control, risk management, etc.
- Experience in utilities, commercial nuclear power, and/or IT systems is favorable.
- PMP certification is preferred but not required.
- Valid state driver's license.
Other:
- Provide effective leadership, team building and meeting management as outlined by the certifying body and the AEP leadership competencies and values.
- Demonstrate a very high level of ability, motivation, and attitude in leading a team and a project to successful conclusion.
- Effective and compelling communication, including the use of effective listening, with all stakeholders including team members, sponsors, management and senior management.
- Apply economic analysis techniques.
- Develop an acumen for the business and profession in project decision making and ensure alignment of project and company financial goals.
- Influence the Engineering & Design, Procurement, Contracting, Estimating, and Construction procedures and processes to optimize a project.
- Ensure project teams utilize the latest department and/or business unit guidelines and requirements.
- Identify opportunities for business process improvement across projects and drive implementation.
- Apply working knowledge of certifying body Project Management tools and techniques.
- Provide strategic thinking, planning, risk assessment and prioritization of project activities.
- Globally view the project from all angles such as safety, constructability, sequence, changing conditions, contingencies, contractual, predictability, level of priority, sense of direction and sense of productivity to quickly identify and to avoid or to mitigate project risks.
- Demonstrates very sound decision-making practices.
- Provide organization of project activities, delegate project task assignments, confidently set team requirements and expectations, manage deliverables, and hold team members accountable.
- Provide constructive feedback to project team members.
- Effectively prioritize and manage conflict to provide solutions to issues that maximize synergies with an overriding goal to do the "right thing" for the company.
- Take timely independent action and offer recommendations to management for resolution of elevated issues.
- Proficient in scope management, evaluation of technical solutions, and project risk management.
- Proficient and highly effective in contract development and management especially skilled in allocating risk between owner and contractor within terms of the contract.
- Leverage and build relationships with contractors in developing program level procurement.
- Act with integrity by demonstrating accountability for project assignments.
- Seek input from Subject Matter Experts by asking the right questions, understanding the nuance, clarifying and validating information, and not relying on one’s own knowledge base or assumptions.
- Sensitize experts to influences they have on the project key parameters of project budget, scope, schedule and risk.
- Evaluate and determine the skill sets and capabilities of team members then make recommendations and/or provide constructive feedback to ensure project success.
- Promote continuous improvement and maintain a strong questioning attitude. Ask intrusive questions and challenge assumptions.
- Safely and effectively Perform light physical duties.
- Duties can involve construction site walkdown on unstable surfaces, climbing ladders, and awareness of hazardous site conditions.
- Perform work at various AEP locations in varying conditions.
- Work sites will include home, office, power plants (including nuclear), and construction sites for Distribution, Transmission, Generation, and Telecom infrastructure.
- Work performed at nuclear power sites may involve work in hazardous areas and possible radiation exposure within the limits prescribed by the NRC.
- Travel typically 25% or less however greater travel may be required in support of specific assignments.
- Understand and support the policies, values, principles, structure and behavior of AEP.
What You’ll Get:
In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.
Where Putting the Customer First Powers Everything We Do!
At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!
Compensation Data
Compensation Grade:
SP20-009Compensation Range:
$116,255.00 - $177,503.00The Physical Demand Level for this job is: L – Light Work: Exerting up to 20 pounds of force occasionally and/or 10 to 12 pounds of force frequently, and/or greater than negligible up to 5-6 pounds of force constantly to move objects. Physical demand requirements are in excess of those for sedentary work. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) When it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time, but entails pushing and/or pulling of arm or leg c ontrols; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible. NOTE: The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible
Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.
It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.See All 25 Senior Level Call Center Manager Jobs
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Who's Hiring
Top Industries Hiring
- Energy
- Consulting & Professional Services
- Retail
- Electronics & Hardware
- Education
Senior Level Call Center Manager Jobs: Frequently Asked Questions
How do I get a senior level call center manager job?
Employers at this level look for candidates who have owned contact center operations end to end, not just managed a team. Demonstrating experience setting KPIs, driving process improvement, and developing frontline managers gives you a clear edge. A history of leading large-scale initiatives, reducing attrition, and aligning call center performance with broader business goals is what separates senior candidates from mid-level ones.
Which companies hire senior level call center managers?
Companies hiring senior level call center managers right now include Amazon, Lam Research, and Lockheed Martin, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to come from larger enterprises, healthcare systems, financial services firms, and outsourcing providers that run high-volume customer operations and need experienced leaders to own them.
Are there remote senior level call center manager jobs?
Yes, though availability varies by industry and employer size. About 17% of senior level call center manager openings are remote or hybrid as of November 2026, reflecting how many organizations now manage distributed contact center teams. Senior roles in particular often come with hybrid arrangements, since leadership responsibilities frequently require some on-site presence for team oversight and stakeholder engagement.
What makes a call center manager role senior level?
Senior level roles are defined by scope, accountability, and leadership depth. At this stage, you are expected to own the entire operation, set strategic direction, and develop other managers rather than supervise individual contributors. Senior roles typically involve designing performance frameworks, leading organizational change, managing multi-site or multi-channel environments, and serving as the primary liaison between contact center operations and executive leadership.
Which industries hire the most senior level call center managers?
Senior level call center manager roles concentrate in Energy, Consulting & Professional Services, and Retail, based on current listings on Migrate Mate as of November 2026. These sectors rely heavily on high-volume customer interaction and regulatory accountability, which creates strong demand for experienced leaders who can build scalable operations, maintain compliance, and drive consistent service performance across large teams.