Operations Director – US Customer Engagement Network

2 weeks ago

Taguig, National Capital Region, Philippines American Express Full time

Operations Director - US Customer Engagement Network

You Lead the Way. We've Got Your Back.

#10th in Fortune Magazine's 2025 World's Most Admired Companies
#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
#1st for Digital Experiences in J.D. Power U.S. Study 2024
#1st in Fortune's Best Workplaces in Financial Services and Insurance 2024

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

American Express's mission is to be world's most respected service brand. The Global Service Network (GSN) provides American Express' renowned brand of customer service to their card members in 23 locations around the world, GSN is recognized as a distinguished leader in service for their prized customers. American Express is a multinational financial services corporation best known for receiving 8 consecutive JD Power Awards for service and is world leader in providing charge and lending products to consumers.

Responsibilities:

  • Oversee all operation teams by providing leadership guidance to Team Leads, ensuring surprise-free operations delivery and thereby achieving and exceeding business targets and goals;
  • Evaluate team performance and provide continuous coaching, training and feedback while recognizing accomplishments.
  • Build a sense of urgency and excitement within the team to meet business goals and raise the bar by driving continuous improvement.
  • Ability to manage and drive change whilst continue to inspire and deliver operational performance.
  • Establish and exercise the necessary controls to ensure all activities performed are compliant with American Express' policies and procedures.
  • Engage with business and technology partners to understand customer needs, identify opportunities for growth and process improvement to enhance the customer's relationship with American Express.
  • Create and execute on strategies from analyzing data reviewed.
  • Work with Talent Acquisition and Business leaders to onboard new Colleagues.
  • Motivate staff and leaders in the group to deliver at optimal levels and ensure high levels of employee satisfaction and retention in a high growth industry;
  • Serve as department conceptual leader for initiatives, which impacts all team leaders & team members;
  • Ensure the focus of the Department goals and objectives is consistent with the values of American Express;
  • Be responsible for building and maintaining relationships with identified stakeholders; ensure timely execution of plans;
  • Network with external linkages to obtain market information and keep abreast of the market trends.

Minimum Qualifications:

  • 3-5 years' management experience leading large teams' colleagues.
  • 2+ years' experience working in US Consumer teams including Value Generation and Servicing is an asset.
  • Communicating effectively to teams to ensure that our vision, Customer First principles and associated policies are understood and effectively applied by our Customer Care Professionals and partners.
  • Deliver strong value generation results, by maximizing Offer and Accept Rates based on the True Need of the customers.
  • Responsibilities will include driving Revenue while maintaining the strongest RTF (Recommend to a Friend) across the Network.
  • Demonstrate the ability to lead, develop and influence others along with building strong relationships with internal and external Business Partners.
  • Strong analytical, project management, problem solving and negotiation skills.
  • Ability to interface directly with customers, as well as communicate to all levels of leadership within the organization and across a variety of audiences.
  • Bachelor's Degree or equivalent (Master's Degree) an advantage.

Additional Details:

  • Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig.
  • Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home).
  • Work From Home Requirements:
    • Must have at least 25 mbps internet connection plan / speed.
    • Must have a private & quiet area to work at home.
  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

  • Competitive base salaries.
  • Bonus incentives.
  • Support for financial-well-being and retirement.
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
  • Generous paid parental leave policies (depending on your location).
  • 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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

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