American Express Careers

Senior Manager, Service Strategy

Sunrise, Florida; New York, New York
Customer Care Operations

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Job Description

At American Express, service has been at the core of our company for more than 160 years. In taking care of our customers and merchants American Express employees view each interaction as an opportunity to deepen a relationship. We aim to not only anticipate and solve customer problems, but importantly, to add value to every interaction. Global Partner & Specialty Servicing (GPSS) is an organization within American Express Global Servicing Network responsible for managing outsourced third party relationships that support our Card Member and Merchant acquisition, servicing, and fulfillment activities. 

Global Partner & Specialty Servicing is searching for a Senior Manager to act as the key driver of the evolution of servicing strategy and call center user interface for a key program within GPSS. This new role will identify and implement opportunities to right-source and right-channel servicing volumes and develop capabilities that can best enable Customer First for the program in the US Market. 


  • Responsible for evolving the servicing configuration by exploring and developing in-house and third party solutions for servicing across the GPSS organization 
  • Drive servicing transformation of call center user interface tools through close collaboration with internal business partners including product, reengineering, and capabilities teams 
  • Driving and acting as a champion for innovation that enhances the customer experience and delivers business value 
  • Defining and executing Customer treatments based on Customer First principles


  • Bachelor of Science Industrial Engineering or Human Factors, with 2-4 years of applied experience (or 1 - 3 years with a Master’s degree) 
  • Strategic, innovative, and analytical professional with proven ability to drive premium servicing solutions in a call center environment 
  • Knowledge of 1.) Financial Services industry and profitability drivers, 2.) American Express customer service philosophy and ethos and 3.) 3rd party vendor strengths and weaknesses 
  • Experience with Agile development methodology 
  • Outstanding relationship management skills and ability to influence internal and external constituencies at all levels without direct authority 
  • Focus on execution, ability to persevere through ambiguity, and drive change 
  • Strong customer focus and a passion for the customer experience 
  • Excellent written and verbal communications skills
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19003318
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 28, 2019, 10:25:32 AM
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