Membership Rewards Pod Leader – Customer Experience

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?

This position is of a People Leader role in the Customer Engagement Network (CEN) for US Onshore. CEN is a global team of 10,000+ dedicated colleagues who put our customers at the center of everything they do. This organization is part of an exciting new leadership structure that is designed with career development in mind, redefining responsibilities, and empowering leaders to lean into their strengths as one of two new Pod Leader roles: Operations Support and Customer Experience.

Working outside of traditional hierarchies, the new roles offer specialist support for Customer Care Professionals (CCPs) to deliver extraordinary service every day to American Express consumer Card Members around the world. Through their strong collaboration, these two Pod Leader roles work collectively to support and drive performance amongst their pods of CCPs.

As a Pod Leader you will split your time between your Pod Leader duties and your Specialism:

Pod Leader: As a People Leader you will be creating a sense of community in your Pod - (a group of CCPs who will be reporting to you directly), through 121 check-ins, huddles and enabling a Peer Coaching culture. As well as acting as first point of contact for well-being, you’ll show your backing for your CCPs through effective development conversations. You will also be partnering closely with other Pod Leaders, managing sensitive conversations and administrative input required of formal performance management and absence management.

Your Specialism – Customer Experience: Dedicated to driving CCP performance through coaching while partnering closely with other Pod Leaders.  As a Pod Leader - Customer Experience, you will work in 3-month rotations, supporting the top 90 % and the bottom 10% CCPs based on your area of expertise, whilst coaching to any and all behaviors holistically including Value Generation, using LEAD coach principles to drive world-class customer service and results.  

Pod Leader Responsibilities:

• Act as a Connector Manager by enabling your pod to learn from new connections in an expanded network of Pod Leaders
• Demonstrate outstanding and approachable leadership to a group of CCPs as their designated Pod Leader
• Motivate and inspire CCP colleagues in your pod to achieve their career targets through frequent and meaningful development conversations, including the mid-year and year-end review process
• Lead your pod through your inclusive leadership, and by rewarding and recognizing performance and effort
• Adapt to real-time demands and periods of high call volume by taking live customer escalations and/or customer calls
• Collaborate with all Pod Leaders to react to real-time queries from CCPs, supporting them with customer conversations and escalations and/or customer calls   
• Provide CCPs within your Pod dedicated performance improvement plans, in partnership with Colleague and Labor Relations (CLR) as required 
• Manage absence and attendance ‘end to end’ for CCPs within your Pod with a supportive colleague well-being approach
• Facilitate effective return to work meetings with CCPs within your