Manager-Operations

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?

As a Manager in the Global Fraud team, you will play a critical role in driving performance, fostering colleague engagement, and delivering strong outcomes across fraud losses, customer experience and operational metrics. 

Your responsibilities will include:

• Providing effective coaching and performance feedback to drive results and support team development
• Leading a high-performing team of fraud professionals with a strong focus on colleague engagement and accountability
• Applying your expertise in fraud prevention, detection, and operational processes to continuously improve performance and customer experience.
• Managing key metrics tied to customer satisfaction, operational efficiency, and shareholder outcomes
• Fostering a culture of Control Management, adherence to policy, SOPs and Code of Conduct.
• Collaborating across stakeholders to resolve escalations, improve end-to-end fraud processes, and reduce customer disruption
• Driving a strong operations environment and taking immediate action to address capacity, staffing, or servicing gaps
• Leading by example to promote Blue Box values, championing a positive and inclusive work environment
• Building future leadership by identifying and developing high-potential talent within the team

Minimum Qualifications:

• Hybrid role requiring in-office presence 3 days per week
• Proven people leadership experience with an inclusive and collaborative mindset
• Track record of successfully leading front-line operations team within Global Servicing
• Proven experience in actively managing performance through clear expectations, accountability and coaching.
• Strong strategic thinking, planning, and relationship management skills
• Ability to adapt in a fast-paced environment and manage through ambiguity
• Clear communicator, skilled in presenting insights and recommendations to senior leaders
• Analytical mindset with the ability to interpret data trends and identify root causes
• Creative problem solver who brings together best practices and innovative solutions
• Demonstrated ability to lead across geographies and functions to drive shared goals

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones