Complaint Research and Resolution Team - Operations Manager

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?

The Complaint Research & Resolution (CRR) Manager is responsible for driving a superior Customer First experience through strategic leadership, operational excellence, and data-driven process improvement. The successful Operations Manager CRR must have the proven ability to motivate teams, encourage open communication and recognize the importance of building strong relationships with team members to create a trusting environment while ensuring responsibility to adhere to all complaint requirements under AENB71 Complaints Management Policy. The candidate must have strong people skills and a proven and effective Engagement strategy that they will share if selected for an interview. This position reports to the Vice President of the Complaint Operations Americas, within the Global Complaints & Privacy (GC&P) organization in Sunrise.​

​The Global Complaints & Privacy (GC&P) teams support a wide variety of critical and sensitive processes, including managing high complex complaints, complaints on behalf of senior executives, researching and addressing consumer inquiries submitted through various regulatory agencies, and reviewing complaints to ensure compliance with legal, regulatory, and complaint program requirements.​

​The CRR Manager oversees the day-to-day operations of the CRR team (Leaders and Specialists), ensuring the timely and accurate resolution of executive and regulatory complaints while fostering a culture of accountability, compliance, and continuous improvement. The role focuses on year-over-year operational performance enhancements, the development and execution of process strategies, and identifying proactive complaint trends and themes handling through complaint data analysis and segmentation inventory strategies.

Responsibilities

• Lead and inspire a team of 6-8 Team Leaders and their respective teams of Complaint Resolution Specialists to deliver upon Complaint Operations (GC&P) mission and goals​
• Evaluate team performance and provide coaching, training and feedback while recognizing accomplishments​
• Facilitate Skip Levels with the teams regarding the performance of their leader and business updates ​
• Create a sense of urgency and excitement within the team to meet business objectives and drive continuous improvement ​
• Establish and exercise the necessary controls to ensure all activities performed are compliant with American Express (AXP) policies and procedures ​
• Engage with business and technology partners to understand complaint drivers and customer pain points, identify opportunities to enhance resolution effectiveness, improve end-to-end complaint handling processes, and recommend solutions or enhancements that strengthen card member trust and overall relationship with American Express.​
• Leverage all available collaboration tools (e.g., Slack, Adobe, SharePoint, etc.) to effectively manage complaint operations and maintain connectivity across teams. Adapt leadership styles to coach, support, and empower colleagues at all levels to deliver consistent, high-quality complaint resolutions aligned with the Customer First mindset.

Qualifications

• 3+ years people leadership   experience ​
• Strong thought leadership, customer mindset and proven ability to drive results​
• Strong analytical, project manage