CCO Customer First Team Leader

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.

Commercial Card Operations (CCO) organization delivers exceptional phone support to millions of Small Business and Clients, deepening relationships while efficiently finding creative solutions to meet customers’ needs. Our unique servicing philosophy, Customer First, creates an opportunity to deliver value to our customers while deepening relationships with our company.

Value Generation (VG) focuses on identifying client’s true need for our Small Business Products and making a relevant offer based on that need and has remained a key area of focus and priority for CCO. Partnerships with Val Gen Operational Excellence, GSLN, Marketing, Compliance, among others, have raised our Value Generation efforts and overall Customer Experience to new highs.

How will you make an impact in this role?

This position is responsible for managing the day-to-day operations for a team of Coaches to help drive our overall Small Business Value Generation strategy for Phoenix and Home-Based Servicing.

The successful candidate will lead and develop 10+ coaches who share their expertise and feedback to CCPs in efforts to deepen the customer relationship, drive performance and business results.

The team’s mission is to drive the site’s overall Customer First and VG performance. This individual will help with executing strategic priorities to elevate awareness and engagement among the CCP and Team Leader populations, delivering optimal VG solutions in support of these objectives and delivering on our Customer First Experience Strategy.

This position is responsible for managing the day-to-day operations for a team of Coaches to help drive our overall Small Business Value Generation strategy for Phoenix and Home-Based Servicing.

The successful candidate will lead and develop 10+ coaches who share their expertise and feedback to CCPs in efforts to deepen the customer relationship, drive performance and business results.

This position is responsible for managing the day-to-day operations for a team of Coaches to help drive our overall Small Business Value Generation strategy for Phoenix and Home-Based Servicing.

The successful candidate will lead and develop 10+ coaches who share their expertise and feedback to CCPs in efforts to deepen the customer relationship, drive performance and business results.

The team’s mission is to drive the site’s overall Customer First and VG performance. This individual will help with executing strategic priorities to elevate awareness and engagement among the CCP and Team Leader populations, delivering optimal VG solutions in support of these objectives and delivering on our Customer First Experience Strategy.

Responsibilities include, but are not limited to: 

• Strong understanding of Customer First Experience for Business and Value Generation, along with a proven ability to deliver and coach to exceptional service, matching ideal benefits, features and offers to our Card Members’ True Needs.
• Exceptional ability to identify, gather and analyze complex information to develop conclusions and deliver recommendations for improvement.
• Relationship management skills and executive presence with commitment to go beyond requirements of the position to achieve results.
• Ability to inspire and motivate direct reports, CCPs, peers and leaders to deepen engagement of Value Generation and Customer First strategy.
• Strong written and verbal communication skills, wi