Manager, US Centurion Servicing

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?

A successful Manager within American Express Global Travel & Lifestyle Services (GTLS) has a passion for delivering extraordinary service and demonstrates leadership ability to inspire their team to drive outstanding business results. This role will support teams within US Centurion Servicing.  The Manager is an entrepreneur who is an advocate and supporter for both employees and customers. They thrive in ambiguity and can effectively lead their team through change. They are intellectually curious, constantly striving for information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers.

The Manager will be a critical member of the GTLS US Centurion Servicing team driving key workstreams including  travel servicing process, support specialist workstreams —with the ultimate objective of providing a truly differentiated and premium CM experience. The role will report into the Director of Membership Managed Model organization. The Manager will partner with their leader, and stakeholders including US Centurion product and strategy teams  to implement the Membership Managed strategies as well as drive enhancements to the current platform. 

Primary responsibilities include:

• Overseeing a team responsible for Centurion Servicing Team Travel and Card call center and support operations.
• Support GTLS Centurion Servicing executive escalations and assignments 
• Overall Centurion servicing reporting and analysis
• Support ad hoc initiatives including but not limited to WOW initiatives, Surprise & Delight
• Key member of the Membership Management expansion team
• Driving Extraordinary business results by leading teams to achieve and exceed KPI targets
• Ensuring their team provide an accurate, consistent and high-quality experience for both internal and external customers
• Communicating with their team to ensure that they are well informed about issues which affect them and their customers
• Creating and implementing creative solutions to grow the business
• Challenging themselves and their team to “raise the bar,” by driving continuous improvement

Minimum Qualifications:

• Minimum of 2 years of leadership experience in a customer service-related industry
• Experience working and leading from a virtual environment
• Ability to drive and measure business results
• Outstanding team player who has proven success working with teams to accomplish goals
• Ability to successfully understand and implement policies, procedures, and programs
• Strong analytical and creative problem-solving skills
• Detail-oriented with strong organizational a