Manager-Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. 

As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

Manager – Operations, Commercial Servicing - Small Business

The Commercial Card Operations (CCO) provides servicing to American Express Large, Middle Market and Small Business Customers. In addition to delivering the Best Customer Experience every day, CCO is also responsible for delivering $167.8M in revenue through Value Generation and Retention.

In this role you will be responsible for selecting, nurturing, and inspiring talented Team Leaders and Customer Care Professionals to deliver the highest level of customer service to Small Business Card Members. This role will allow the successful candidate to demonstrate their strategic thinking, inspirational people leadership, collaboration, operational leadership skills and the ability to stretch themselves through interactions with leaders and employees at all levels of the organization.

The successful candidate will need to be an inspiring leader who can balance the demands of running a high-paced operations environment with hands-on people leadership and innovation to propel future results. A proven track record of exceptional results, significant people leadership, expert relationship management skills, and an ability to think laterally and challenge the status quo are fundamental attributes for successful candidates.

Key indicators for success include:

·       Lead and inspire a team of tenured, new and/or interim Team Leaders, exempt colleagues, and an organization of 50+ Customer Care Professionals

·       Ensure on-going delivery of all key operations metrics across Shareholder, Customer and Colleague.

·       Deliver “Best in Class” customer satisfaction scores leading to greater advocacy in our Client base and ensure the strengthening of ‘Customer First’ ethos in Operations

·       Support growth strategies within Servicing Operations (e.g. Value Generation)

·       Relationship Management with key business partners at VP/GM level.

·       Highly effective collaboration and Relationship Management with a wide number of GS Network partners such as GCSI, forecasting & planning partners, HR, Compliance, Finance and Recruitment as well as GS partner servicing teams.

·       Development of strategies to optimize the margins at which we deliver superior service.

·       Ownership of the recruitment/selection process as part of an overall talent strategy to select and retain high performing individuals and ensure robust, workable development plans are in place to enable these individuals to develop in their current roles and to grow within the organization

·       Development and execution of employee activities to ensure that American Express is viewed as the best placed to work, measured through the AXP Colleague Experience Survey.

·       Ownership of a robust performance management process and its execution against minimum standards to reduce performance variation.

Required Skills:

·       Strong understanding and experience of Operations and Customer Service Centers and related technology, processes, strategies, and tactics

·       Experience leading large teams (50+ Direct and Indirect reports, preferred)

·       Proven knowledge and experience of the Commercial Servicing & Global Servicing space

·       Knowledge of AXP Products, Structure, Policies, Procedures, GS operating principles and CCO functions

·       Ability to work with CCO senior leaders effectively to be able to drive results and build momentum whilst ensuring alignment and ownership of key areas

·       Highly developed leadership skills with the ability to collaborate & influence across the matrix and without direct authority across a geographically disbursed team.

·       Excellent relationship skills with proven ability to work and influence to drive broad organization change, with internal and external commercial partners

·       Generates organizational followership, with a demonstrated ability to develop a vision for growth and to lead a large group of people toward that vision

·       Experience in managing large-scale people organizations

·       Ability to use data and analysis to inform decision making, balancing with the needs of the customer and employee

·       Passion for the Customer and the Colleague

·       Ability to recruit diverse talent to build on ongoing pipeline of Team Leaders

·       Expert in leading change and innovation

·       Ability to work in a matrix environment

·       Strong relationship management, negotiation, and communication.

Salary Range: $89,250.00 to $150,250.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.