Director-Project Management

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 American Express mission is to be the world’s most respected service brand. Global Servicing (GS) plays a central role in helping the company achieve that vision, with an interconnected team of nearly 30,000 employees and partners operating in 22 markets around the world, all focused on serving our customers and shareholders.  Within GS, the Global Program Management, Engineering & Enablement (GPMEE) team is responsible for devising and implementing near- and long-term, cross-GS strategies, programs and products that deliver on our key goals of elevating the customer servicing experience, improving operational efficiency, and driving revenue for the Blue Box.

Reporting to the Vice President of GPMEE, the responsibilities of this role include:

• Developing and leading strategic organizational change initiatives supported by quantitative as well as qualitative insights.
• Implementing projects and pilots to effectively deliver improved customer experiences (e.g., RTF, OSAT) and/or operational efficiencies (e.g., reduction in calls, CHT, RCR) within the GS functions.
• Leading change management in support of priority initiatives including:
• Tailored phone & chat treatments for Customer Care Professionals (CCPs) to offer customers new to the AXP franchise
• Enhancements to CCP tools to help in predicting a customer’s immediate as well as future needs
• Managing input and insights from impacted servicing functions and supporting organizational servicing culture changes
• Developing a robust project governance framework to ensure all relevant partners servicing functions and GS COEs are engaged
• Ensuring that appropriate communications channels and cadences are established, risks are identified and raised timely
• Conducting call listening and CCP feedback forums to validate that initiatives are having the intended outcomes of addressing customer and/or colleague pain points
• Partnering with servicing functions to roll out new tools in support of our CCPs and enhanced analytics to evaluate performance against key servicing indicators
• Lead and develop a team of geographically diverse managers and analysts to reach their goals and career aspirations

Minimum Qualifications:

• Proven success in creative approaches to problem solving, resiliency to work through ambiguity, and ability to be forward thinking when developing initiatives / projects
• Ability to build positive relationships, influence decisions and make things happen without direct authority, comfortable with constructive conflict
• Excellent organizational skills with demonstrated capacity to prioritize and deliver results for several initiatives simultaneously
• Proven analytical skills to evaluate data and identify themes that can lead to initiatives that drive performance and generate measurable results
• Exceptional communication skills and proven ability to influence senior leaders and business partners
• Experience leading, developing, and motivating diverse teams
• Project Management experience requires (7 - 10 years)
• Knowledge