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.
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- Manage multiple key performance indicators related to case quality and regulatory compliance.
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- Lead and evolve the CAST team to improve process and Analyst productivity.
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- Identify trends in customer complaints and friction points in the customer journey.
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- Present findings and reports to senior leaders across various business lines.
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- Support audit and exam requests as a process expert.
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- 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.
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- Experience leading Complaint Analysts.
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- Strong knowledge of the U.S. complaint policy.
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- Excellent communication skills, both written and verbal.
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- Strong relationship management and conflict resolution skills.
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- 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.
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- Background in the regulatory complaint space.
Benefits
- Paid parental leave
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- Health insurance
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- Dental insurance
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- Vision insurance
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- Life insurance
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- Retirement plan
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- Flexible working model with hybrid, onsite or virtual arrangements
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- 20+ weeks paid parental leave for all parents
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- Free access to global on-site wellness centers
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- Free and confidential counseling support through the Healthy Minds program
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- Career development and training opportunities
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