Operations and Customer Engagement Coordinator

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?

We are seeking an Operations and Customer Engagement Coordinator to drive operational excellence and elevate customer satisfaction. This role is ideal for a proactive professional who thrives on optimizing processes, leading initiatives, and collaborating across teams to deliver outstanding customer experiences.

Key Responsibilities:

• Ability to analyze operational processes, identify efficiency opportunities, improve main processes to increase customer satisfaction and experience.

• Monitor day to day operational performance metrics, review workflows and propose data driven improvements based on best practices and modernizing current operation.

• Lead root-cause analysis for operational incidents and ensure corrective and preventive actions are implemented.

• Ensure successful execution of initiatives that improve efficiency and customer experience; aligning with rest of team project priorities and timely delivery solutions.

• Lead the persistence strategy by supervising and optimizing retention campaigns, ensure adherence to retention rate targets.

• Effective collections management to ensure payment recovery rates and processes are correctly executed with partners.

• Guarantee claims and complaints processes with strict adherence to SLAs, ensuring customer satisfaction and correct management.

• Customer Experience: analyze NPS and satisfaction metrics to detect customer pain points and translate them into immediate action plans for the operational team

• Provide operational perspective to internal teams to solve customer pain points, propose new initiative and drive corrective actions.

• Facilitate communication, active listening to ensure alignments on project goals, priorities and timelines.

• Ability to understand processes, implement controls to increase efficiency and set agenda according to business goals and priorities.

• Develop and manage relationships with external partners, vendors, and stakeholders to support digital transformation initiatives.

Required skills and qualifications:

• Bachelor's degree in business, engineering, operations, or a related field is required.

• +4 years of proven experience in process optimization, customer engagement and data-driven decision-making.

• Excellent communication and cross-functional collaboration skills are required.

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' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.