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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.
Global Partner & Operational Support (GPOS) is the global third-party Voice and Marketing Center of Excellence. The organization is focused on driving the world’s best customer experience and enabling business growth with uncompromising risk and control standards.
This is an exciting position in a fast-paced operational environment managing a third-party vendor based out of the US who performs US CEN voice servicing on behalf of American Express.
Key Responsibilities:
- Serve as one of the primary contacts with contracted third-party vendor, facilitating regular meetings to discuss, review and drive operational performance.
- Managing processes through strong collaboration with internal business partners and our contracted third-party vendor to drive seamless daily operations.
- Continually monitor, assess and address opportunities in third-party vendor performance to ensure a balanced scorecard of key business, operational and customer metrics while also maintaining high control and compliance standards.
- Communicating effectively to ensure that our vision, Customer First principles and associated policies are understood and applied by our CCPs and partners.
- Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.
- Implement strategies to improve third-party scorecard performance Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.
- Monitor and analyze performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs).
Minimum Qualifications:
- Strong people leadership with demonstrated ability to lead and encourage a hard-working team to drive results whilst displaying consistent, role model leadership behaviors.
- In-depth experience of call center operations, Customer First philosophy and servicing knowledge.
- CEN process knowledge a distinct advantage
- Confirmed ability to drive operational performance through a team, ensuring customer satisfaction and management of key metrics.
- Outstanding written & verbal communication skills.
- Ability to influence and negotiate with stakeholders at all levels to create win-win outcomes.
- Ability to multitask and operate effectively in a rapidly changing, dynamic environment.
- Organized and strong attention to detail.
- Project management skills with a growth mindset is a plus.
- Experience in mentoring, coaching, and developing a team.
- Strong ability to build & leverage key relationships, while influencing partners effectively.
- Ability to challenge the status quo and act as an agent of change.
- Resilient and flexible, with the ability to deal with ambiguity and rapid change.
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.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
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