American Express Careers

Vendor Partner Manager

Sunrise, Florida; United States; Phoenix, Arizona; New York, New York
Customer Care Operations

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Job Description

The Global Partner & Specialty Servicing (GPSS) is a center of excellence which includes oversight of third-party providers who provide outsourced services to our customers.  As a member of Business to Consumer Team, the Partner Manager will manage third-party call center providers dedicated to support our card members on inquiries related the Global Assist, Roadside Assistance and Credit Secure benefits.  This role is responsible for ensuring our partners are meeting and exceeding customer experience and operational requirements while maintaining high levels of security and compliance oversight. This includes ensuring exceptional customer facing interactions, maintaining and improving operational excellence and ongoing process improvement. 

Responsibilities Include:

  • Managing processes through strong collaboration with internal business partners and contracted third-party partners to drive seamless daily operations and support product strategies
  • Be an advocate for the customer with a Customer First mindset
  • Facilitate operational performance reviews and call monitor calibration sessions
  • Maintain key daily/monthly reporting of performance and deliver ad-hoc analyses
  • Manage expenses and forecasting process
  • Provide updates to business partners


  • Minimum 2 years leadership experience
  • A strong Executive Presence and the ability to effectively communicate at various levels
  • Highly developed collaboration skills with a keen ability to influence without direct authority
  • Excellent process management and process improvement skills
  • Fine-tuned negotiations skills
  • Proven record of driving results
  • Experience in operations management and/or vendor management preferred
  • Strong proficiency in Microsoft Excel and PowerPoint
  • College Degree preferred
  • 10% travel required
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: 19007026
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 15, 2019, 9:46:14 PM
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