American Express Careers

Director Operations

Gurgaon, India
Customer Care Operations

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Job Description

Job Description:

At American Express, service has been at the core of our company for more than 164 years. In taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship.
This B40 Director of Operations position will lead the Disputes gate (DGT) initiative, focused on managing dispute related as well as regular servicing calls for US card members. DGT initiative is a part of the End to End Disputes transformation project that aims to bring the American Express brand to life during the Disputes journey for our card members and merchants by reducing friction and differentiating from competition by providing best in class omni-channel experience using the power of our closed loop. This is a Gurgaon based role that will lead ~125 + employees.

General Responsibilities

• Collaborate effectively with peers in NEO, Process Excellence, Capabilities and downstream Disputes & other servicing fulfillment teams to deliver on the E2E Disputes transformation initiative – develop end to end strategies to reduce demand, elevate Card Member experience, reduce journey friction points, create differentiation through an omni-channel experience, and leverage the power of closed loop
• Ensure ongoing delivery of all key operations metrics across Share Holder, Customer and Employees
• Responsible for managing the P&L for the operations and ensuring the processes deliver on efficiency and unit cost metrics
• Also, develop a culture of continuous improvement and waste elimination
• Build a strong internal controls framework and ensure we meet all regulatory, compliance standards



• Demonstrated ability to lead large (150+) scale customer service organization
• Previous leadership experience as a direct people leader, with strong collaboration skills and the ability to influence all levels of the organization
• Ability to motivate, inspire and drive teams and individuals to achieve goals and objectives
• Proven track record of working in a Global Operations environment and delivering outstanding results
• Strong project management, problem solving & analytical skills
• Ability to coordinate multiple priorities at once
• Exceptional thought leadership to continually explore and create innovative process and business improvements
• Excellent written and oral communication, interpersonal and conflict resolution skills
• Lives the growth mindset
• Strong sense of personal accountability and demonstrated self-starter with ability to work in a dynamic, time-critical environment while managing and inspiring a diverse group
• Trained in Process Improvement and Six Sigma techniques

ReqID: 18002200
Schedule (Full-Time/Part-Time): Full-time
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