Senior Manager-Partner Operations & Strategy

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.

How will you make an impact in this role?

American Express Global Travel & Lifestyle Servicing (GTLS) services American Express Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. GTLS is a critical component of the value proposition of the American Express premium card products, focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium CMs. 

The Travel Partner Management team oversees our relationships with third-party servicing providers who provide cardmember facing and back-office support of our suite of travel products including flights, hotels, and car rentals. The Senior Manager, US Travel Operations, is a critical role responsible for partnering with and leading our Mobile Messaging digital servicing team to deliver an exceptional customer experience. We are seeking a cogent leader with a customer focus, who can manage the partner relationship and roll up their sleeves to drive execution and improve Member satisfaction.

This role will also have PMO and strategic responsibilities to drive overall improvement in the Travel Partner team, spanning across Digital, Voice and Back-Office functions. These responsibilities include enabling RTF performance, implementing new metrics into our scorecards like RCR, and enhancing our Partner performance and consequences management processes.

Job Responsibilities:

• Manage a scorecard of operational performance metrics and drive seamless daily operations and extraordinary customer experience 

• Act as a leader for servicing partner – develop and implement strategic priorities that drive partner results that continually exceed network performance expectations

• Manage relationships to the mutual benefit of American Express and the partner that results in win-win outcomes for both parties

• Create management level analyses and reports to track key business metrics against goals

• Facilitate internal and Partner WFM and capacity planning to ensure operational success

• Manage CM escalations in partnership with centralized remediation team

• Lead and PMO key initiatives, strategies, and process changes across the Travel Partner team

• Work directly with internal stakeholders and leaders on strategic and tactical business solutions

Minimum Qualifications:

• Decision-maker, highly motivated with strong business acumen and possessing strategic planning skills with strong emphasis on customer service operations

• Strong leadership and change management skills with experience in developing innovative but pragmatic operational strategies that ensure alignment between the business and partners

• Ability to challenge the status quo and seek dynamic solutions

• Extensive knowledge of call center operations and ability to analyze and improve processes

• A strong client service and relationship management outlook, with the ability to challenge and influence senior leaders

• Strong organizational skills with the ability to manage multiple responsibilities while maintaining high quality standards

• Personal integrity