Manager-Operations
About the position
The Manager of Operations at American Express is responsible for leading the Customer Advocacy Service Team (CAST) within the Global Customer Research & Solutions organization. This role focuses on managing day-to-day operations, driving performance improvements, and ensuring compliance with regulatory requirements. The position emphasizes leadership, relationship management, and analytical skills to enhance customer experience and operational efficiency.
Responsibilities
• Provide direct leadership to the Complaints Analyst role.
,
• Manage multiple key performance indicators related to case quality and regulatory compliance.
,
• Lead and evolve the CAST team to improve process and Analyst productivity.
,
• Identify trends in customer complaints and friction points in the customer journey.
,
• Present findings and reports to senior leaders across various business lines.
,
• Support audit and exam requests as a process expert.
,
• Package and deliver monthly reporting on the health of the regulatory complaint process.
Requirements
• Experience handling regulatory complaints and adhering to US complaint policy requirements.
,
• Experience leading Complaint Analysts.
,
• Strong knowledge of the U.S. complaint policy.
,
• Excellent communication skills, both written and verbal.
,
• Strong relationship management and conflict resolution skills.
,
• Analytical skills with a proven track record of thought leadership.
Nice-to-haves
• Experience with workplace tools such as Global Complaints on CLIC and Tableau hub reporting.
,
• Background in the regulatory complaint space.
Benefits
• Paid parental leave
,
• Health insurance
,
• Dental insurance
,
• Vision insurance
,
• Life insurance
,
• Retirement plan
,
• Flexible working model with hybrid, onsite or virtual arrangements
,
• 20+ weeks paid parental leave for all parents
,
• Free access to global on-site wellness centers
,
• Free and confidential counseling support through the Healthy Minds program
,
• Career development and training opportunities
Apply Now
The Manager of Operations at American Express is responsible for leading the Customer Advocacy Service Team (CAST) within the Global Customer Research & Solutions organization. This role focuses on managing day-to-day operations, driving performance improvements, and ensuring compliance with regulatory requirements. The position emphasizes leadership, relationship management, and analytical skills to enhance customer experience and operational efficiency.
Responsibilities
• Provide direct leadership to the Complaints Analyst role.
,
• Manage multiple key performance indicators related to case quality and regulatory compliance.
,
• Lead and evolve the CAST team to improve process and Analyst productivity.
,
• Identify trends in customer complaints and friction points in the customer journey.
,
• Present findings and reports to senior leaders across various business lines.
,
• Support audit and exam requests as a process expert.
,
• Package and deliver monthly reporting on the health of the regulatory complaint process.
Requirements
• Experience handling regulatory complaints and adhering to US complaint policy requirements.
,
• Experience leading Complaint Analysts.
,
• Strong knowledge of the U.S. complaint policy.
,
• Excellent communication skills, both written and verbal.
,
• Strong relationship management and conflict resolution skills.
,
• Analytical skills with a proven track record of thought leadership.
Nice-to-haves
• Experience with workplace tools such as Global Complaints on CLIC and Tableau hub reporting.
,
• Background in the regulatory complaint space.
Benefits
• Paid parental leave
,
• Health insurance
,
• Dental insurance
,
• Vision insurance
,
• Life insurance
,
• Retirement plan
,
• Flexible working model with hybrid, onsite or virtual arrangements
,
• 20+ weeks paid parental leave for all parents
,
• Free access to global on-site wellness centers
,
• Free and confidential counseling support through the Healthy Minds program
,
• Career development and training opportunities
Apply Now