Project Operations Manager

4 weeks ago

Fort Lauderdale, Florida, United States American Express Full time

About the Role

We are seeking a highly skilled Project Operations Manager to join our team at American Express. As a key member of our Global Partner & Operational Support (GPOS) organization, you will be responsible for managing a third-party vendor based out of the US who performs US CEN voice servicing on behalf of American Express.

Key Responsibilities

  • Serve as one of the primary contacts with contracted third-party vendor, facilitating regular meetings to discuss, review and drive operational performance.
  • Managing processes through strong collaboration with internal business partners and our contracted third-party vendor to drive seamless daily operations.
  • Continually monitor, assess and address opportunities in third-party vendor performance to ensure a balanced scorecard of key business, operational and customer metrics while also maintaining high control and compliance standards.
  • Communicating effectively to ensure that our vision, Customer First principles and associated policies are understood and applied by our CCPs and partners.
  • Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.
  • Implement strategies to improve third-party scorecard performance Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.
  • Monitor and analyze performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs).

Requirements

  • Strong people leadership with demonstrated ability to lead and encourage a hard-working team to drive results whilst displaying consistent, role model leadership behaviors.
  • In-depth experience of call center operations, Customer First philosophy and servicing knowledge.
  • CEN process knowledge a distinct advantage
  • Confirmed ability to drive operational performance through a team, ensuring customer satisfaction and management of key metrics.
  • Outstanding written & verbal communication skills.
  • Ability to influence and negotiate with stakeholders at all levels to create win-win outcomes.
  • Ability to multitask and operate effectively in a rapidly changing, dynamic environment.
  • Organized and strong attention to detail.
  • Project management skills with a growth mindset is a plus.
  • Experience in mentoring, coaching, and developing a team.
  • Strong ability to build & leverage key relationships, while influencing partners effectively.
  • Ability to challenge the status quo and act as an agent of change.
  • Resilient and flexible, with the ability to deal with ambiguity and rapid change.

What We Offer

  • Competitive base salaries
  • Bonus incentives
  • 6% Company Match on retirement savings plan
  • Free financial coaching and financial well-being support
  • Comprehensive medical, dental, vision, life insurance, and disability benefits
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
  • 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

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