Customer Experience Manager -Fraud

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. 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.

The Global Services (GS) team is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world’s most respected service brand. As part of GS, the Global Credit and Fraud Operations (GCFO) organization plays a vital role in providing the world’s best customer experience over various cardmember journeys from new acquisitions to Credit & Collections, ensuring we protect the company’s assets & brand. 

As part of GCFO, Global Fraud oversees the end-to-end management of Fraud & Authorization Servicing and Claims processing worldwide. Our mission is to ensure every interaction is managed with precision, care, and an unwavering commitment to protecting both our customers and our company.

We are seeking a dynamic and strategic colleague to serve as the Customer Experience Manager of Global Fraud, with a focus on driving transformations to the fraud customer experience. This leader will advocate for fraud servicing needs by developing and leveraging strong working relationships with product owners, production leaders, and key strategy and risk management partners to ensure fraud operational needs are accounted for and initiatives are executed smoothly with potentially negative impacts minimized.

Roles & Responsibilities

• Manage the Fraud Executive Escalation process that includes end to end account research, communicate the outcome of the escalation to all levels, and identify customer and colleague friction opportunities.
• Analyze, report, and track escalation themes, areas of opportunity, and progress.
• Lead a global team of project analysts that will support the investigation of escalations through call listening.
• Lead execution of strategic projects for Global Fraud, end to end, across different regions. 

Qualifications

• Ability to influence others without direct authority and to challenge the status quo appropriately.
• Ability to leverage a strong understanding of the Customer Journey & Fraud servicing experience to provide input into key servicing requirements.
• Knowledge of the Fraud environment and experience with Fraud Operations within the last 5+ years.
• Knowledge and experience with project management tools
• Strong and demonstrated relationship-building and exceptional verbal and written skills.

• Strong project management, thought leadership, decision-making skills, and the ability to resolve complex problems.

   

Salary Range: $103,750.00 to $174,750.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related f