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Description

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

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.

You will be an integral part of American Express servicing joining a team that acts as an internal business consultant driving process improvements, optimization, strategy, and execution. The role will be focused primarily on our phone servicing channel and includes application of thought leadership and innovation to identify process improvement opportunities and drive solutions. The successful candidate will be responsible for:

• Driving implementation of large, medium, and small-scale projects that improve the efficiency and effectiveness of AmEx Phone teams and IVR capabilities for both US and International markets delivering cost reduction, growth, and improved customer experience.

• Partnering with multiple teams within American Express including Operations and Technologies, to develop collaborative approaches while jointly prioritizing and addressing key business opportunities.

• Developing and maintaining positive relationships with key process partners.

• Enabling tactical delivery of strategic themes including making processes easier, faster, and consistent.

• Coordinating multiple concurrent high-complexity initiatives and owning the implementation of such initiatives across multiple sites.

Minimum Qualifications:

• Creative thinking, including the ability to identify patterns and propose solutions to long-standing business problems, and ability to act as an impetus for change.

• Must be an outstanding analytical thinker and problem solver, comfortable working with large amounts of data.

• Able to resolve sophisticated problems independently and influence colleagues without direct authority.

• Strong written and verbal communication skills.

• Proven track record of working proactively and independently to get results able to adjust to shifting priorities, multiple demands, ambiguity, and rapid change.

Preferred Qualifications:

• Bachelor’s or Master’s Degree in Industrial Engineering, Management Science, similar degree, or 3 years related work experience.

• Knowledge and experience with customer servicing processes including Phone and Voice Response.

• SQL or related technical experience.

• Strong proficiency with Excel or other data mining tools.

Qualifications

Salary Range: $55,000.00 to $105,000.00 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 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

• 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.

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.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

Job: Operations

Primary Location: US-Florida-Sunrise

Other Locations: US-Arizona-Phoenix

Schedule Full-time

Req ID: 24010125