American Express Careers

Director - Operations, Premium Customer Care Travel & Lifestyle Svcs

Bonifacio Global City, Philippines
Customer Care Operations

Job Description

Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. 


We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.


Don’t make a difference without it.


Don’t live life without it.


In this role, you will be responsible for more than 100 contact center colleagues who are delivering servicing support to our American Express Travel Online cardmembers.


As a Director of the TLS organization in the market, you will create followership through excellent people leadership skills and your focus on coaching and developing the teams.


The overall focus will be on maintaining world class service delivery which enhances our customers' experience of American Express and creates brand advocates throughout our customer group.

Key Responsibilities:
  • Manage projects from inception, through creation, implementation and evaluation.
  • Reporting to the VP of US Operations, you will be leading a large in-bound contact center operation, creating and executing a successful model to deliver exceptional customer service whilst growing overall sales.
  • Partnering with teams such as Workforce Planning, Recruitment, Learning and Development as well as the Global TLS organization and other American Express Business Units to share learning and adopt best practice.
  • Consulting with the Product and Benefit teams on new product development and changes to the benefits of existing products.
  • Manage projects from inception, through creation, implementation and evaluation.

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


  • Exceptional people leadership skills which demonstrate your ability to motivate a team and build cohesiveness, trust and respect.
  • A champion for change and proven track record of transforming a business or group.
  • Strong analytical and financial knowledge and demonstrated experience with P&L responsibilities.
  • Through your experience of leading in a contact center, you will be able to build and lead the servicing strategy for TLS in Manila, ensuring that the objectives are clearly communicated and understood.
  • Exceptional presentation skills with experience of delivering to large audiences such as business town halls etc.
  • Proven ability to drive strong sales results whilst maintaining a focus on driving an improved customer experience.
  • Influential with a strong conviction to succeed.
  • Ability to build and maintain relationships with internal and external business partners.
  • Knowledge of the latest luxury travel brands and trends and an awareness of social media platforms and new technology and how these fit into the broader Travel offering.
  • Educated to Degree Level
  • Ability to travel as required
  • Flexibility to work outside office hours to enable engagement with markets serviced within the centre

ReqID: 19006145
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 2, 2019, 10:16:50 PM