American Express Careers

Lead Industrial Engineer

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 is an organization within American Express Global Servicing Network responsible for managing third party relationships that support our Card Member/Merchant acquisition, servicing, and fulfillment activities.

Global Partner & Specialty Servicing (GPSS) is searching for an Industrial Engineer to act as the key driver of process improvement within a vital US market servicing process.  This new role will identify and implement opportunities to develop and advance capabilities which will enable world class customer satisfaction.

  • Perform root cause analysis to isolate and prioritize key Customer pain points  
  • Develop cost benefit analyses and financial models to support proposed improvements
  • Drive implementation of improvements in methods, procedures, technology, or work flow which enhance customer experience and delivers increased business value
  • Drive servicing transformation of a proprietary call center user-interface through close collaboration with internal business partners including product, reengineering, and capabilities teams
  • Define and establish an enhanced system of process controls through the design of operational and management oversight reporting


  • 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
  • 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
  • Preferred, 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 4) Call center management
  • Preferred, experience with Agile development methodology
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: 19008741
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 13, 2019, 5:12:59 PM
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