CCO Customer First SBS Coach (TWA 6 to 12 months)

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 Commercial Merchant & Banking Services (CMBS) group supports the Global Commercial Services business in all their servicing needs, responsible for over 189k Corporate Clients and 14 million Corporate and US SBS Card Members and handling more than 12 million calls globally. The US Commercial Card Operations (CCO) organization consists of Customer Care Professionals (CCPS), Team Leaders (TLs) and support teams who provide outstanding service to our U.S. Small Business customers.  

If you are seeking an opportunity to develop and want to expand your leadership by helping to drive value added impacts for our frontline, this is a great opportunity for you! This dynamic and exciting position is responsible for supporting the Customer First Experience (CFE) Team’s mission to drive both PHX/HBS overall Customer First performance, which includes Value Generation and KPIs (VIBES/RCR/CHT) in an Amex Flex environment.   

You will have the opportunity to execute strategic priorities to elevate awareness and engagement among the CCP and Team Leader populations by delivering optimal Value Generation solutions in support of these objectives. Customer First coaches will also support Team Leaders in their development around Value Generation and Compliance.  

As a critical member of the CFE team, you will assist the team in analyzing data, developing action plans, and creating reports to drive Value Generation and VIBES/RCR/CHT. The Customer First Coach will also support the phones with 5 hours of phone time a week (and as needed basis if business needs) and will be expected to consistently demonstrate role-model behaviors as it relates to all metrics.  

This is a Temporary Work Assignment (TWA) and a great opportunity to develop leadership skills for future career aspirations.  

Core responsibilities outlined below include (but not limited to):  

• One to one session with targeted CCPs (pre-scheduled, & in the moment) 

• Calibration sessions with small groups of targeted CCPs and Team Leaders 

• Listen to calls of portfolio CCPs to gather insights on coaching opportunities and prepare examples for discussion  

• Pull and review data from NPM related to targeted/assigned CCPs to gather insights on targeted/ assigned CCP performance 

• Support delivery of VG content in team huddles/ meetings, workshops, compliance overviews, and call calibrations 

• Attend meetings relevant to scope of VG when appropriate 

• Participate in Slack channels for assigned teams to run engagement activities and provide real time support, updates & issue management 

• Call listening – for compliance insights and to identify trends 

• Support creation & execution of engagement activities 

• Collaborate with VG team on new and creative ways to uplift VG performance by improving processes, activities, communication, etc. 

• Identify and raise awareness around behavioral trends or other factors im