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Manager-Operations

Remote, USA Full-time Posted 2025-06-13

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.

    Responsibilities
  • Provide direct leadership to the Complaints Analyst role.
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  • Manage multiple key performance indicators related to case quality and regulatory compliance.
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  • Lead and evolve the CAST team to improve process and Analyst productivity.
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  • Identify trends in customer complaints and friction points in the customer journey.
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  • Present findings and reports to senior leaders across various business lines.
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  • Support audit and exam requests as a process expert.
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  • Package and deliver monthly reporting on the health of the regulatory complaint process.
    Requirements
  • Experience handling regulatory complaints and adhering to US complaint policy requirements.
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  • Experience leading Complaint Analysts.
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  • Strong knowledge of the U.S. complaint policy.
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  • Excellent communication skills, both written and verbal.
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  • Strong relationship management and conflict resolution skills.
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  • 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.
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  • Background in the regulatory complaint space.
    Benefits
  • Paid parental leave
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  • Health insurance
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  • Dental insurance
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  • Vision insurance
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  • Life insurance
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  • Retirement plan
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  • Flexible working model with hybrid, onsite or virtual arrangements
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  • 20+ weeks paid parental leave for all parents
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  • Free access to global on-site wellness centers
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  • Free and confidential counseling support through the Healthy Minds program
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  • Career development and training opportunities

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