Manager-Operations

American Express • Sunrise, FL

450d • $80,000 - $155,000

About The Position

The Manager of Operations at American Express is responsible for leading the Customer Advocacy Service Team (CAST) within the Global Customer Research & Solutions organization. This role focuses on managing day-to-day operations, driving performance improvements, and ensuring compliance with regulatory requirements. The position emphasizes leadership, relationship management, and analytical skills to enhance customer experience and operational efficiency.

Requirements

• Experience handling regulatory complaints and adhering to US complaint policy requirements.
• Experience leading Complaint Analysts.
• Strong knowledge of the U.S. complaint policy.
• Excellent communication skills, both written and verbal.
• Strong relationship management and conflict resolution skills.
• Analytical skills with a proven track record of thought leadership.

Nice To Haves

• Experience with workplace tools such as Global Complaints on CLIC and Tableau hub reporting.
• Background in the regulatory complaint space.

Responsibilities

• Provide direct leadership to the Complaints Analyst role.
• Manage multiple key performance indicators related to case quality and regulatory compliance.
• Lead and evolve the CAST team to improve process and Analyst productivity.
• Identify trends in customer complaints and friction points in the customer journey.
• Present findings and reports to senior leaders across various business lines.
• Support audit and exam requests as a process expert.
• Package and deliver monthly reporting on the health of the regulatory complaint process.

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Retirement plan
• Flexible working model with hybrid, onsite or virtual arrangements
• 20+ weeks paid parental leave for all parents
• Free access to global on-site wellness centers
• Free and confidential counseling support through the Healthy Minds program
• Career development and training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed