**Description** **You 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 company values 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. **How will you make an impact in this role?** You will be an integral part of American Express servicing joining a team that acts as an internal business consultant driving process improvements, optimization, strategy, and execution. The role will be focused primarily on our phone servicing channel and includes application of thought leadership and innovation to identify process improvement opportunities and drive solutions. The successful candidate will be responsible for: + Driving implementation of medium and small-scale projects that improve the efficiency and effectiveness of AmEx Phone teams and IVR capabilities for both US and International markets delivering cost reduction, growth, and improved customer experience. + Partnering with multiple teams within American Express including Operations and Technologies, to develop collaborative approaches while jointly prioritizing and addressing key business opportunities. + Developing and maintaining positive relationships with key process partners. + Enabling tactical delivery of strategic themes including making processes easier, faster, and consistent. **Minimum Qualifications** We are looking for enthusiastic individuals with an analytical mentality ready to drive improvements that make a substantial impact on our customers. + Creative thinking, including the ability to identify patterns and propose solutions to long-standing business problems, and ability to act as an impetus for change. + Must be an outstanding analytical thinker and problem solver, comfortable working with large amounts of data. + Able to resolve sophisticated problems independently and influence colleagues without direct authority. + Strong written and verbal communication skills. + Proven track record of working proactively and independently to get results able to adjust to shifting priorities, multiple demands, ambiguity, and rapid change. **Preferred Qualifications** + Bachelor’s /Master’s Degree in Industrial Engineering, Management Science, similar degree, or 3 years related work experience. + Knowledge and experience with customer servicing processes including Phone and Voice Response. + SQL or related analytical experience. + Strong proficiency with Excel and other data mining tools. **Qualifications** 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. **Job:** Operations **Primary Location:** Mexico-CDMX-Mexico City **Schedule** Full-time **Req ID:** 24023496