DirecciónYou Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.
Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company’s success.
Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day.
And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
Are you a technologist with a passion for customer service?
Do you enjoy problem solving and designing new and innovative processes?
Are you ready to transform the technology support experience?
We are looking for a Service Delivery Manager who will help us reinvent how we deliver technology support to our worldwide colleague base while modernizing the support experience.
This position will be focused on devising strategies and tactics to deliver proactive support, identifying and fixing issues BEFORE they impact the user experience.
Will play a key role in driving observability across our systems, ensuring we have the visibility and insights needed to prevent and resolve issues quickly and efficiently.
We are looking for someone who can think strategically while consistently delivering incremental improvements to our global servicing experience.
Responsibilities may include but are not limited to the following :
- Develop and implement a proactive servicing strategy that identifies and addresses potential issues before they impact customers.
- Lead the implementation of observability tools and practices across our systems.
- Analyze data from various sources to identify trends and potential issues.
- Develop and implement mitigation plans to address identified risks.
- Collaborate with cross-functional teams (engineering, product, operations) to resolve issues and improve overall system health.
- Stay up to date on industry best practices for proactive servicing and observability.
- Communicate effectively with stakeholders at all levels.
- Proactively research and identify emerging technologies and solutions relevant to observability & proactive servicing.
- Attend industry events and conferences to stay up-to-date on market trends and competitor offerings.
- Share your knowledge and insights with the team to inform future product development.
- Use data and strategic perspective to identify trends & recommend solutions that will help improve the user experience.
Qualifications :
- Bachelor’s Degree in business, computer science, software engineering or a related field.
- 5+ years of experience leading a production support, customer service or related function.
- Strategic thinker with a strong passion for understanding and solving customers' needs
- Candidate is expected to possess a strong understanding of customer servicing strategies, support channels (phone / chat / in-person / Chatbot) and related technical and business processes.
Prior experience in end user computing, production support, or customer service is strongly preferred.
- Understanding of the leading system observability tools including NexThink and ThousandEyes. Candidate must also have the ability to evaluate new observability tools.
- Strong customer orientation and proven experience translating customer insights into action
- Proven experience in data analysis and analytical decision-making
- A proven self-starter with the ability to manage multiple priorities and projects.
- Experience leading cross-functional, large / complex program or multiple programs simultaneously.
- Excellent written and verbal communication skills. Will create and deliver presentations that have impact to influence colleagues and leaders across the organization.
- Ability to think strategically while consistently delivering incremental improvements to our global servicing experience.
- Experience with business process reengineering is strongly preferred with the ability to challenge the status quo and drive creative ideas and solutions.
- Will have a forward looking growth mindset with a focus on technology trends and emerging customer service industry best practices.
Will evaluate new opportunities to ensure that Amex is continuously optimizing our strategy and delivering best in class services.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include :
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
