Team Leader-Operations

Job Description

At American Express, our culture is built on a 175-year history of innovation, shared 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.

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

As a Specialist Coach you will split your time between your Pod Leader duties and your Specialism:

Your Specialism - Customer Experience: Dedicated to driving CCP performance through coaching while partnering closely with other Specialist Coaches. As a Customer Experience coach, you will support CCPs based off your area of expertise, whilst coaching to any and all behaviors holistically to drive world-class customer service and results.

Pod Leader: Creating a sense of community in your Pod through check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you'll show your backing for your CCPs through effective career development conversations.

Customer Experience Coach Responsibilities:

• Provide CCPs with world-class coaching that inspires and drives individual and overall performance in critical metrics
• Support CCPs with coaching plans that enhance their learning and development through scheduled and in-the-moment interactions
• Champion regular call calibration sessions and huddles with fellow Specialist Coaches, fostering a culture of peer coaching, best-practice sharing and learning
• Collaborate within the team of Customer Experience Coaches and react to real-time queries from CCPs, supporting them with customer conversations and critical issues.
• Create engaging and fun huddle content for all Pod Leaders focused on common areas of opportunity

Pod Leader Responsibilities:

• Adapt to real-time demands and periods of high call volume by taking live customer critical issues and/or customer calls
• Demonstrate outstanding and approachable leadership to a group of approximately 14x CCPs as their designated pod leader
• Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process
• Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort

Minimum Qualifications:

• Must have End to End Dispute Knowledge
• Min Graduate Degree - Any Field (Preferred)
• Demonstrate passion and enthusiasm for coaching, with a proven ability to engage CCPs and drive performance
• Observant and attentive in identifying and determining customer service opportunities
• Excellent time management and ability to take an agile approach amidst multiple priorities in a fast-paced and dynamic environment
• Confident handling difficult conversations and taking responsibility for customer critical issues
• Display personal excellence by remaining positive in difficult situations
• Superior interpersonal, communication, and collaboration skills
• Confidence to work in a hybrid environment
• Knowledge of the LEAD Coaching framework
• Previous people leadership experience

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
• 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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.