Team Leader-Operations

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?
The Team Leader in CSN Corporate Operations is responsible for driving day-to-day coaching, team performance, and change management while delivering exceptional corporate customer experience. This role leads a team of customer service professionals who support corporate customers and internal partners across a range of complex service needs.
The ideal candidate is a people-first leader who motivates colleagues, drives engagement, and consistently delivers Customer First outcomes that deepen customer loyalty and maximize product value.

Key Responsibilities:
•    Lead and manage the day-to-day operations of a team of 15–18 servicing representatives
•    Provide ongoing coaching, feedback, and performance management to drive key servicing KPIs
•    Motivate and engage team members to deliver extraordinary customer service experiences
•    Manage and resolve escalated customer issues, complex inquiries, and problem resolution
•    Champion customer needs while balancing business priorities and American Express policies
•    Use data and analytics to identify performance trends and drive continuous improvement
•    Partner effectively with internal stakeholders to support operational and customer objectives
•    Act as a change agent, supporting team adaptability in a dynamic, fast-paced environment
•    Foster a culture of accountability, inclusion, innovation, and collaboration

Minimum Qualifications:
•    Hybrid role based in Phoenix (Desert Ridge Center), leading a U.S.-based team of 15–18 colleagues
•    Flexibility to work Monday–Friday between 8:00 AM–8:00 PM EST; shifts may include 1st and 2nd shift based on business needs
•    Prior experience in Corporate Servicing required 
•    Proven track record of delivering exceptional customer service results
•    Strong coaching, negotiation, and leadership skills with the ability to drive servicing KPIs
•    Demonstrated personal accountability and innovative mindset
•    Excellent communication and interpersonal skills, including presentation and public speaking
•    Proficiency in digital servicing platforms and tools
•    Strong analytical skills with the ability to interpret and act on performance data
•    Demonstrated ability to advocate for customer needs while supporting American Express objectives
•    Reliable self-starter who can work independently and collaboratively
•    Resilient leader with the ability to manage and lead through change
•    Minimum of 1+ year of prior people leadership experience required 

Preferred Qualifications: 

• PA Servicing experience preferred